Exporting tickets

Tickets → Export Tickets downloads tickets as a file you can open in a spreadsheet program, for reporting or for keeping a copy outside the help desk.

The Export screen: Start Date, End Date, Department, Staff Member, Select User, Priority, Ticket Status and Ticket Overdue, with the Export Tickets button.

Choosing the tickets

Every filter is optional. Leave them all empty to export every ticket.

Filter	Exports tickets
Start Date	Created on or after this date.
End Date	Created before this date. Tickets created during the end date itself are not included, so pick the day after the last day you want.
Department	In this department.
Staff Member	Assigned to this staff member.
Select User	From this Joomla user. Select User opens a search by Username, Name and Email address.
Priority	With this priority.
Ticket Status	With this status: New, Pending, In Progress, Answered or Closed. Merged tickets can’t be picked on their own.
Ticket Overdue	Yes for overdue tickets only, No for the rest.

Set the filters you need.
Click Export Tickets.
Your browser downloads tickets-data.xls.

If no ticket matches, the file holds only its headings.

What the file holds

The file is plain text with its values separated by tabs, saved with an .xls name. It starts with the headings “Tickets Data” and “Tickets”. Each ticket then takes two lines: a line of column headings, then the ticket’s values.

Columns	Hold
Subject, Message	The ticket’s subject and the customer’s original message.
Status, Overdue	The status, and “Overdue” when the flag is set on an open ticket. Merged tickets have an empty status.
Priority, Ticket ID, Department, Assigned To	As named.
Rating	The customer’s feedback rating, if any.
Created, Last Reply	Dates.
Requester Name, Requester Email, Requester Phone, Requester help Topic	The customer’s details and the help topic.
Custom fields	One column per custom ticket field.
Ticket Attachment	One column per attachment, with the file’s address.
Internal notes	For each note: Posted by, Note Title, Note Message, Posted Date, Note Attachment, User Time, System Time and Edit reason.
Replies	For each reply: Reply Date, Reply By, Message, a Reply Attachment column per file, and for staff replies User Time, System Time and Edit reason.

Because the number of notes, replies and attachments differs from ticket to ticket, the columns after the custom fields don’t line up between tickets. Read each ticket against the heading line just above it.