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Import and Export

Import Ticket​

  1. Supports bulk ticket creation by uploading a file (CSV, Excel, etc.) containing multiple ticket details.
  2. Reduces manual data entry efforts and speeds up the process for large-scale ticketing.

Import Process​

  1. Prepare Data File

    • Create a CSV or Excel file with required ticket fields as columns
    • Ensure data follows the required format (proper date formats, valid category values, etc.)
    • Include mandatory fields like Subject, Description, and Category

  2. Upload File

    • Navigate to the Import section in the Helpdesk
    • Select the file type (CSV, Excel)
    • Browse and select your prepared file

  3. Map Fields

    • Match columns in your file to ticket fields in the system
    • Specify default values for any missing fields
    • Set handling rules for duplicate entries

  4. Validate Data

    • System checks for formatting errors and missing required fields
    • Review validation results and correct any issues
    • Proceed once validation is successful

  5. Import

    • Confirm the import operation
    • System creates tickets based on the imported data
    • Review import summary showing successful and failed entries

Importing Ticket Data​

The system provides flexible options for importing ticket data from various sources. Available import methods include:

  • Import from CSV – Upload CSV files with ticket data following the system's template format
  • Import from Excel – Upload Excel workbooks with ticket information organized in sheets

Import Ticket Interface

Import Considerations​

  1. Data Preparation

    • Ensure all required fields are included in the import file
    • Validate data formats match system requirements (dates, priorities, categories)
    • Consider using templates provided by the system for consistent formatting

  2. Field Mapping

    • Map source data columns to corresponding ticket fields
    • Handle special fields like attachments or custom fields appropriately
    • Set default values for missing or optional fields

  3. Error Handling

    • Review validation results before finalizing import
    • Address common errors like invalid references or missing required fields
    • Use the import log to identify and correct problematic records

Export Ticket​

  1. Allows downloading ticket data in various formats (CSV, Excel, PDF)
  2. Useful for reporting, analysis, and backup purposes

Export Process​

  1. Select Tickets

    • Filter tickets based on criteria (date range, status, category, etc.)
    • Select specific tickets or export all filtered results

  2. Choose Export Format

    • Select the desired format (CSV, Excel, PDF)
    • Configure export options (field selection, formatting preferences)

  3. Generate Export

    • System processes the export request
    • Download the generated file
    • Use for reporting, analysis, or data backup

Benefits​

  • Data Migration: Easily transfer ticket data between systems
  • Batch Processing: Create multiple tickets simultaneously
  • Reporting: Generate custom reports for analysis
  • Backup: Maintain offline copies of ticket data
  • Integration: Share ticket information with other business systems

Exporting Ticket Data​

The system offers flexible exporting options to help users retrieve and analyze ticket data efficiently. Available export formats include:

  • Export as CSV (All Data) – Downloads the entire dataset, including all tickets and details.
  • Export as CSV (Present View) – Downloads only the tickets and fields currently visible on the screen based on active filters and column selection.
  • Export as Excel – Creates a formatted Excel workbook with ticket data organized in sheets.

Export Tickets Interface

Export Use Cases​

  1. Management Reporting

    • Generate weekly or monthly reports on ticket volumes and resolution times
    • Track SLA compliance across different teams or categories
    • Analyze trends in ticket types and priorities

  2. Audit and Compliance

    • Export ticket data for audit trails and compliance verification
    • Document resolution processes for regulatory requirements
    • Track approval workflows and decision history

  3. Data Analysis

    • Perform detailed analysis of helpdesk performance metrics
    • Identify patterns in ticket creation and resolution
    • Support data-driven decision making for process improvements