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Ticketing

Part of Support data migration

Exporting tickets with attachments and conversation history

Check ticket exports for replies, internal notes and actual files, then reconcile each item before migrating support history.

Desk Service Operations · · 3 min read

A usable ticket export needs the ticket record, its required conversation entries and the files attached to them. A CSV of ticket fields or a list of attachment URLs may leave agents unable to reconstruct the case.

Check the conversation export

Compare sample source tickets with their exported records. Include the original message, public replies, internal notes, authors, timestamps and files.

Choose tickets from each relevant channel, including a long conversation and an archived case. Note whether a transcript or related object holds material outside the ticket record.

Zendesk offers account data exports in JSON, CSV or XML. These exports are not enabled by default: the account owner must contact Zendesk Customer Support to enable them before exporting. Verify the chosen format against sample tickets to check that it contains the conversation material required.

For email-ticket comments, Zendesk says to use the ticket events endpoint with include=comment_events; comments are linked to their author ID. For messaging tickets, a transcript may lack individual author IDs; Zendesk points to ticket audits for more detail.

Freshdesk says its ticket-list export excludes full conversations and archived history, which require an account export. Check the export method and permissions available in the actual account.

Exporting Tickets with Attachments and Conversation History

  1. Verify export formatUse JSON, CSV or XML; ensure it includes comment events and author IDs. Zendesk requires account-level enablement via Customer Support.
  2. Include all conversation typesExtract original messages, public replies, internal notes, timestamps, and authors. Test with long and archived cases.
  3. Check channel-specific requirementsFor email tickets: use `include=comment_events`. For messaging: supplement with ticket audits if author IDs are missing.
  4. Confirm full attachment retrievalDownload files using the attachment API while access is active. Record failures and preserve context (source comment ID, attachment ID).
  5. Reconcile exported dataCreate a manifest with source ticket ID, expected vs. exported counts, missing reasons, and destination ID. Validate reconstruction of sample cases.

Ticket Export Methods: Zendesk vs Freshdesk

  • Full conversation historyZendesk: available via incremental exports with `include=comment_events`. Freshdesk: requires account export; list exports exclude archived history.
  • Internal notes & author infoZendesk: included in JSON exports. Freshdesk: may be omitted in basic exports.
  • Attachment handlingZendesk: provides links in JSON; files must be downloaded separately. Freshdesk: attachments require separate export steps.
  • Access requirementsZendesk: account owner must enable exports. Freshdesk: admin permissions needed for full exports.

Retrieve files and preserve their context

Keep each file's source comment ID, attachment ID and name. Zendesk says its JSON ticket export contains attachment links rather than downloaded files.

Its attachment API can provide a file URL, but private attachments require authorised access and their content URLs can expire. Download and verify the files while source access is available; record failures as exceptions.

Maintain the link between each file and its public reply or internal note. In the destination, confirm that the file opens for the intended audience. An attachment from an internal note must not become customer-visible.

Reconcile what was exported

Use a manifest keyed by source ticket ID. Record expected and exported comment and attachment counts, missing-item reasons and the destination ID.

Inspect selected tickets in chronological order, and log any discrepancies for resolution. Document any material deliberately retained in an archive and how agents can retrieve it.

Before retiring source access, have an agent reconstruct a sampled case from the destination: the customer's request, staff responses, remaining action and relevant files. Resolve gaps in the manifest before treating that history as complete.

Pre-Export Validation Checklist

  • Enable exports in ZendeskContact Zendesk Customer Support to activate account data exports.
  • Test with diverse ticketsInclude long conversations, archived cases, and cross-channel examples.
  • Verify file integrityDownload attachments while source access is live; confirm they open and match context.
  • Maintain privacy boundariesEnsure internal-only attachments remain inaccessible to customers in the destination.
  • Reconstruct a sample caseHave an agent rebuild a ticket from the export to validate completeness.

Key Export Metrics to Track

Total tickets exported
To be determined by actual run
Attachments retrieved
Should match source count; record any failures
Comments included
Must include original message, public replies, internal notes
Missing items logged
Document reasons for gaps (e.g., expired URLs, access restrictions)

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