Export chats from Freshdesk.
About ten minutes for an admin. Freshdesk splits its export into two places: tickets (email + web forms) from the Tickets view, and live chat conversations from Freshchat if you use it.
Send raw. We anonymise on receipt. Full anonymisation guarantee in the data note. If your policy requires a scrubbed file, ask us for anonymise.py.
What we need
- Ticket conversations — every message on every ticket (customer + agent replies + notes if you want them included), in order, with timestamps.
- Freshchat conversations if you use Freshchat for messaging or the widget on your site.
- Period: 30 days minimum. 90 days is better if your load is seasonal.
- Format: CSV from the Tickets export, JSON from the Freshchat export.
Sign in as an admin
You need Account Admin or a role with the "Export tickets" permission. Regular agent accounts don't have it.
Tickets → filter → Export
Open the Tickets tab. Use the filter on the right to set Created in the last 90 days (or your chosen range). Then click the three-dot menu at the top right of the ticket list → Export tickets.
Choose fields — include Conversation
In the export dialog, tick these fields at minimum:
- Ticket ID, Created at, Updated at, Status
- Type / Group / Source (channel — email, chat, portal)
- Description — the first message from the customer
- Conversations — this is the important one; without it you get only the first message
- Optional: Tags (we compare tags to what the text says)
Pick CSV as the format. Click Start export.
Download the CSV when the email arrives
Freshdesk emails a download link to the admin who requested the export, usually within a few minutes for a mid-size account. Zip the CSV before uploading (the raw file can be large). Password-protect if your policy requires it, and send the password separately.
Freshchat: add conversation export
If you use Freshchat for live chat or messaging (widget, WhatsApp, Facebook Messenger), do a second export from the Freshchat product: open Freshchat → Admin Settings (top right) → Data Export → Conversations. Choose the same date range. The output is JSON.
Send both files together (or a single ZIP with both inside). We combine tickets and chats on our side.
Common questions
We use Freddy AI to answer first-line questions.
Please include Freddy's messages in the export. Seeing what Freddy resolves and where it hands off is one of the most interesting things the report can show — often the first honest read on whether the bot is actually helping.
We have private notes on tickets — do you need them?
Not required. Include them if you want (they're often useful context) or leave them out for policy reasons; either is fine. If included, they're anonymised the same way as public messages.
Our Freshdesk has multiple products / brands.
Filter by Product in the ticket view before exporting to send only one brand's load, or leave the filter off to send everything and we'll split on our side.