Skip to content
ReplycoReplycoHelp Centre
Release notes

Export tickets and reports

Replyco gives you two ways to take ticket data into a spreadsheet. From a ticket list, Export writes the tickets on the page you are looking at to a CSV file, with the text of every message, which is what you need to archive conversations or read them outside Replyco. From DashboardReports, two reports cover a whole period at once: one with ticket, order and custom-field values, and one with every action your team took on tickets. Both take a minute; each ends with a file download.

Before you start

Section titled “Before you start”
You needWhere it lives
A ticket list you can open, for the ticket exportTicketsNot Resolved or any other view under Tickets
The Reports dashboard in your user’s dashboard access, for the reportsAccess Rights in AdminUsers, set by an admin
Your custom fields, if you want their values in the reportToolsCustom Fields; see Custom fields
A spreadsheet program that opens CSV filesYour computer

Availability: the ticket export works on every plan, for every user who can open the list. The reports need the Reports dashboard in your user’s access and Advanced Reporting, which every plan includes. See What each plan includes.

Steps

Section titled “Steps”

Export tickets from a ticket list

Section titled “Export tickets from a ticket list”

  1. Open the ticket list you want, for example TicketsNot Resolved, and set the filters and the sort order so it shows the tickets you need.

    Every view, label list and filter works; see Ticket lists for what each one holds.

  2. At the bottom right, open the page-size changer and choose 100 per page.

    The export covers only the page you are looking at, so at the standard 10 per page a file holds 10 tickets. At 100 per page it holds up to 100.

    The Not Resolved ticket list in Replyco with ten tickets on the page. At the bottom right, next to the PREV, 1, 2 and NEXT buttons, the page-size changer showing 10 / page is open. Its list offers 10 / page, 20 / page, 50 / page and 100 / page; the last option, 100 / page, is highlighted. Choosing it shows up to 100 tickets on one page, and the ticket Export covers exactly the tickets on the page you are looking at.
    Set the page size to 100 before you export; the export covers only the page you are looking at.
    What this screenshot shows
    Screen
    Not Resolved (/tickets/notresolved)
    Highlighted
    option “”, bottom-right, shown. shows up to 100 tickets per page
    Also visible
    ten ticket rows; paging PREV, 1, 2, NEXT; page-size options 10, 20, 50 and 100 per page
    Purpose
    prepare the page before exporting tickets

  3. Select the ⋮ next to the heading Tickets, then Export.

    Your browser downloads a CSV file whose name starts with threads_data_.

    The Not Resolved ticket list in Replyco with the three-dot menu next to the heading Tickets open. The menu has two entries, Edit Columns with a pencil icon and Export with an arrow icon; Export is highlighted. Behind the menu the table shows the first page of ten tickets with their labels, AI categories, channel, account, customer and subject. Selecting Export downloads the tickets on the current page as a CSV file, with the text of every message.
    Export sits in the three-dot menu next to the heading Tickets, on every ticket list.
    What this screenshot shows
    Screen
    Not Resolved (/tickets/notresolved)
    Highlighted
    menuitem “Export”, header-left, enabled. downloads the current page as a CSV file
    Also visible
    three-dot menu: Edit Columns, Export; ten ticket rows
    Purpose
    export tickets from a list

  4. (Optional) Select the next page at the bottom right and repeat step 3 for each page.

    Each page is its own file. Copy the files one below the other in your spreadsheet to get the whole list.

Export a report from Dashboard › Reports

Section titled “Export a report from Dashboard › Reports”

  1. Open DashboardReports and select Generate on the report you need: Ticket Fields for ticket, order and custom-field values, User Actions List for what your team did.

    The Reports screen in Replyco, opened from the Dashboard menu in the left sidebar, where Reports is the last of eight entries. The main area shows two cards: Ticket Fields, "Detailed information about fields from each ticket", and User Actions List, "Detailed information about users actions with tickets". The Generate button at the bottom of the Ticket Fields card is highlighted. Generate opens the card's form, where you choose fields, custom fields and a period.
    On Dashboard › Reports, Generate opens a report's form; nothing is created until you download.
    What this screenshot shows
    Screen
    Reports (/dashboard/reports)
    Highlighted
    button “Generate”, main-left-card, enabled. opens the form of the Ticket Fields report
    Also visible
    Dashboard menu expanded, Reports last; cards Ticket Fields and User Actions List, each with Generate
    Purpose
    start a report export

  2. Choose what goes in the file: fields in Select Fields and Select Custom Fields, or people in Filter by User.

  3. (Optional) Choose the period in Start Date – End Date. Leave it empty for everything your company has.

  4. Select Download.

    Your browser downloads a CSV file whose name starts with customFields_ or userActionsList_.

    The Ticket Fields card on the Reports screen in Replyco, filled in for an export. Under Select Fields three fields are chosen: Ticket Id, Order Id and Tracking Number. Select Custom Fields is empty, and the date range reads 2026-03-01 to 2026-03-09. At the bottom left the blue Download button is highlighted, with Cancel at the right; the User Actions List card on the right is closed. Download creates a CSV file with these three columns for every ticket created in the period.
    Pick the fields and the period, then Download; the file covers every ticket created in the period.
    What this screenshot shows
    Screen
    Reports (/dashboard/reports)
    Highlighted
    button “Download”, main-left-card, enabled. downloads the Ticket Fields report as a CSV file
    Also visible
    fields Ticket Id, Order Id, Tracking Number; custom fields empty; period 2026-03-01 to 2026-03-09; Cancel button
    Purpose
    download a report for a period

What happens next

Section titled “What happens next”

You have a CSV file in your browser’s download folder. Open it in your spreadsheet program. Nothing changes in Replyco: exporting marks nothing as read and is not logged.

The ticket export has one row per ticket and these columns, with English names:

ColumnWhat it holds
TicketIDThe ticket number
SourceThe channel, with Replyco’s internal name, such as AmazonSP, Ebay or Mail
AccountThe name of the connected account
Customer, CustomerEmailThe customer’s name and e-mail address
SubjectThe ticket’s subject
MessagesCount, NotesCountHow many messages and notes the ticket has
RespondTillThe respond-by state in words, explained below
CreatedDate, LastMessageDateMonth-day-year and time, in UTC
MessagesEvery message’s text with its date, marked + for your team’s messages and - for the customer’s

Values are written without quotation marks, and in the Messages column every comma becomes a full stop, so the messages stay in one column. A comma in a subject, a customer name or an account name moves the rest of that row one column to the right. Attachments and the text of notes are not in the file.

RespondTill holds the respond-by state as Replyco computes it at the moment of the export, in your company’s language. For a deadline that is still running, it writes Overdue followed by minus the hours left, rounded up; for a deadline that has passed, minus the hours since the deadline, rounded up, followed by hour left:

The ticketRespondTill in the file
ResolvedResolved
Has no priorityNo Priority
Your team wrote the last messageCompleted
Has a priority but no deadlineNot Set
Deadline in 4 hours 20 minutesOverdue -5 hour
Deadline passed 2 hours 15 minutes ago-3 hour left

Read the number as the hours to or since the deadline. To see the live state at a glance, look at Respond Till in the ticket list; how deadlines work is explained in Ticket priorities and SLA.

The reports cover every ticket created in the period, or every action taken in it, in one file; the ticket fields report puts every value in quotation marks. Each field, action and column is described on the Reports page.

Options

Section titled “Options”
ChoiceWhen to pick itEffect
Export in a ticket listYou need the text of the messages, or exactly the tickets a view or filter showsThe current page, up to 100 tickets per file, with every message
Ticket Fields reportYou need order data, custom-field values or every ticket of a month in one fileAll tickets created in the period, one column per chosen field, no messages
User Actions List reportYou want to see who opened, resolved, assigned or labelled which ticketOne row per action, for the people and period you choose
No period in a reportYou want the full history, for example before you stop using an accountEvery ticket or action your company has

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
The ticket export has only 10 rowsThe export covers the current page, and the list shows 10 per pageChoose 100 per page at the bottom right and export each page
There are NO tickets to export.The list had not finished loadingWait for the rows to appear, then select Export again
No data found for selected filtersThe ticket list page is empty, or no ticket was created in the report’s periodChange the view or filters, or widen the period
Columns are shifted in some rows of the ticket exportA comma in the subject, customer name or account name of those rowsCorrect those rows in your spreadsheet, or take these fields from the Ticket Fields report, which quotes every value
Everything is in one column when you open the fileYour spreadsheet expects a separator other than the commaImport the file and choose comma as the separator
Day and month look swappedThe ticket export and the list of user actions write dates as month-day-yearImport the date columns as month-day-year, or as text
RespondTill reads Overdue for a ticket that still has timeThat is how the file writes a running deadline: Overdue -5 hour means about 5 hours leftRead the number; use Respond Till in the list for the live state
Reports is missing under DashboardYour user’s dashboard accessAsk an admin to tick Reports on your Access Rights; see User permissions and roles
Section titled “Related”