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Support exporting ticket analytics via CSV/Excel

Reports

I would like to request enhanced reporting capabilities.

I need the ability to export the following fields to Excel:

  • Ticket Number

  • Service Now Reference

  • Service Now Date Received

  • First Response Time

  • Last Communicated on

  • Completed

  • Subject

  • Description

  • Requester

  • User Segment

  • Severity

  • Ticket Type

  • Current Status

  • Average Response Time (Hours)

  • Average Resolution Time (Days)

  • Resolution ETA/Update

  • Week (Inflow), and Week (Closure)

Furthermore, visuals for '# tickets versus status', '# Tickets versus Ticket Type', and a 'Weekly Inflow/ Outflow/ Backlog single chart view' would be very helpful.

Posted by James Stevens ·
Status: Completed1 comment

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Comments1

  • Markus Palm changed status to Completed
    Team•

    Jul 27

    Pinned

    Hey! This is now supported with the new Reports product 📊

    Go to Reports → Dataset export and select the ‘Tickets’ dataset to export one row per ticket, including its ID, type, state, assignee, resolution time, and linked conversation details such as channel and tags.

    You can also export ‘Tickets time in state’ to analyze when tickets entered and left each state and how long they stayed there.

    Choose your date range, filters, and columns, then export up to 100,000 rows as CSV.

    Learn more about exporting reporting data →