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Enable exporting tickets

Pelcro Product

🔍 Problem Statement

Currently you cannot filter support tickets by a specific date range or export results based on applied filters in the tickets list on the platform

This limitation:

  1. Prevents efficient reporting and analysis of support activity

💡 User Story

As a support manager

I want to filter tickets by a selected date range and export the filtered results

So that I can analyze support activity, generate reports, and share insights with stakeholders

🎯 Definition of Done (DoD)

A feature is done when:

  1. User can filter tickets by:

  2. Created date (from–to)

  3. User can export only filtered results or all if nothing selected.

  4. Supported formats:

  5. CSV (mandatory)

Data Integrity

  1. Exported data matches exactly what is displayed in UI

  2. Includes all relevant fields (e.g., ticket ID, status, customer, created date, resolution time)

Performance

  1. Filtering responds within acceptable time (<2–3 seconds for typical datasets)

  2. Export handles large datasets (with async job if needed)

Posted by Rana Haleem ·
Status: Available1 comment

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Comments1

  • Manish Patel

    •

    Apr 2

    •

    Merged request

    •

    2 votes

    Export Customer Tickets from Platform and via API

    🔍 Problem Statement
    As an admin, I experience customer Tickets being viewable in the platform but not exportable, which prevents analytics on contact frequency, issue types, and customer health trends.

    💡 User Story
    As an admin, I want to export all customer tickets to CSV from the platform and via the API, so that I can analyze contact patterns and track customer health over time.

    🎯 Definition of Done
    - Given the Tickets section, when the admin exports, then a CSV is generated with all ticket fields (date, reason, notes, customer ID, status).
    - Given the API, when calling GET /v2/tickets/export, then all tickets are returned paginated.
    - This change impacts the UI (Tickets export button) and API (new tickets export endpoint).
    - Limitations: attachments excluded from v1.

    What would you like to be able to do? (One idea per form): Enable the ability to Export customer "Tickets" both from the Platform and via the Exports API How would that help you?: Currently we can create tickets on behalf of a customer. We would like to run some analytics on the number of times a customer had contacted us (Billing Problem or any other problem) or we contacted the customer (e.g. Outstanding AR/Invoice). Similarly, it would help us do analysis on the most common reasons customers contact us which would allow us to take proactive actions or improve UI/UX or FAQ's as the reasons may dictate. How important is this to you?: Important Email address: mpatel@crain.com ——————————————— This task was submitted through Suggest an idea https://form.asana.com/?k=qsv6hMm2wL8SXD_R-h-N9Q&d=742417627358732