Question
Is it possible to export a list that includes only users that have open tickets?
Answer
It is not possible to export a list of users who have open tickets from Support. However, you can do so using an Explore report. First, create an Explore report to show users that have open tickets, then export your report.
To create the Explore report, use the Support - Tickets dataset. Use the metric Tickets and the attribute Requester name. You can also include other attributes such as Ticket ID or anything else you want to know about the users or tickets. Finally, add the attribute Ticket status as a filter on the report and select the statuses you want to include, for example, Open and Pending.
- Ticket custom status name
- Ticket custom status category
- Ticket custom status state
Next, follow the steps in this article to export your report: Working with reports from within a report.
1 comment
T B
I'd like to suggest an additional option: using a third-party tool like Help Desk Migration. You can request a customization to import only open tickets along with the contacts who raised them. This allows you to export the data into a CSV file or directly into another help desk platform of your choice.
Additionally, you can explore other customizations, such as data deduplication, migrating users as contacts, or fine-tuning tickets based on criteria like date, ID, and more
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