Inside every report, you have the Export icon below the search bar. You can click this icon to export the report as a PDF but not as a CSV. However, you will be able to export both the Graph data as well as the Tabular data (Underlying data) present in the widgets in the form of a CSV.


Underlying data: The underlying data refers to the original, detailed information stored within the platform's database. Essentially, it serves as the raw material from which insights and reports are derived. This data provides the foundation for deeper analysis and understanding of customer interactions and support processes. It can be exported by selecting the CSV of tabular data from the widget.

Graph data: Graph data represents the summarized and visualized insights drawn from the underlying data. This visual representation offers a distilled view of key performance indicators, making it easier for users to grasp trends and make informed decisions without delving into the detailed raw data. It can be exported by selecting the CSV of graph data.


Steps to export the complete report as PDF


  1. Go to Analytics.
  2. Select a report you would like to export and click on it.
  3. Inside the report, navigate to the export icon and select Export report from the dropdown.
  4. Here you can select the pages in the report you want to export and click Export.




The report will now be sent as a PDF file to your registered email address.



Steps to export the widget level report


  1. Go to Analytics
  2. Open the report
  3. Expand the desired widget
  4. Click the options for the widget represented as three horizontal dots.
  5. Select Export to email/Download > CSV/PDF of graph/tabular data accordingly


Below are the items you need to consider when exporting reports.

  1. Make sure the date range of the export is correct and valid across Widget level/Page level/Report level filters. If the date filter is set different in the Page level/Report level filters, than the one in Widget level, the exported data may not have the expected results.
  2. Make sure you are selecting Graph data for the trend numbers you see in a widget and the Underlying data for the complete data set of the widget. You can select up to 20 fields as columns for the export from the underlying data by editing the report, and adding fields using the 'Gear' icon as shown below.


Based on the volume of data, it may take several minutes to export and send the data to your mailbox. 



Note: If the date range is correctly set and you still do not receive the export for the specified date range, try this troubleshooting step: edit the report, remove the date range filter, save the report, then edit it again and reapply the desired date range. Finally, save the report and proceed with the export. If you still face issues, reach out to our support.

To schedule a data export:

  1. Login to your support portal as an Administrator/Supervisor.

  2. Go to Analytics > click the gear icon(Settings) on the top right corner > choose Data Exports.

  3. Click on Create Export.

  4. Give it a Name, Description and choose a Module from which you want to export data: Tickets, Timesheet, Surveys, Survey results, Articles, and Triage.
  5. Choose when you'd like to receive the export from the Schedule dropdown field (Daily, Weekly or Monthly) and then set the required time.
  6. Set any Filters of your choice. All your dropdown and dependent fields will be displayed.
  7. Choose the Ticket fields and/or Tag fields you want to include in the CSV file.
Note: It is not possible to use the date range dimension filter when creating an export via Data Exports in Analytics


To receive the export file via API

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

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

{ "export":{
    "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. 


To access your data exports:

  1. To view the exports that you had scheduled, go to Analytics > click the gear icon (Settings) on the top right corner > choose Data Exports.

  2. You'll be able to view the Title, Frequency, and the Status of your data export here. 

  3. Click on the Title to open a data export schedule, and use the Active toggle to deactivate a schedule.

  4. Use the download button that appears when you hover over a scheduled export to download the available data exports.

  5. An export once scheduled, cannot be edited. You will have to delete it altogether and create one afresh. Use the delete button that appears when you hover over a scheduled export.

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.



You can view the following video to understand how to export reports from Analytics.




Learn more about the Basics of Analytics through our webinar with insights on curated reports, creating custom reports for your helpdesk, learning to apply filters on reports, and much more.

You can also refer to our Analytics guide for various use cases to implement in your helpdesk.