The ticket properties export feature in Freshdesk allows you to schedule an export of ticket information, which can come in handy for:

  • Creating hourly reports for dashboards to help Admins track the helpdesk’s performance

  • Comparing turnaround times for different groups and measuring KPIs


This data can be exported along with the associated Contact and Company fields of the requester, which can be used while building custom reports of your choice.


Note: You can receive the export from Freshdesk as a CSV via email or an API link. A sample export file has been attached in this article.


To schedule an export for ticket properties:

  • Login to your support portal as an Admin.

  • Go to Reports > Schedule Export.



  • Click New Schedule


  • You can set a Schedule Name and Description.

  • Choose when you would like to receive the report from the Schedule dropdown field (Daily, Weekly or Hourly).

  • Select the Filters of your choice. All your dropdown and dependent fields will be displayed.


  • Choose the Ticket, Contact and Company fields you want to include in the CSV file.


  • Enter the email address of your Agents (up to 10) whom you wish to send a copy to.



If you'd like to receive the file via API

  • Copy and paste the URL in your Business Intelligence tool.


Receive via API

  • Once you hit the API from your BI tool, you will receive a response in the following format:

{ "export":{
    "created_at":"DD-MM-YYYYTHH:MM",
    "url":"..."
}
}
  • The URL parameter holds the link to the latest export file for that schedule. The file will be available for 30 days from the date of creation. 


Note:  You might need assistance from a developer to hit the API, so please ensure that they have access to the API key of the person who created the schedule.