--- title: Helpdesk Ticket Report Download FAQs --- [Skip to content](https://guide.sprout.ph/helpdesk-ticket-report-download-faqs#main-content) [![Sprout Logo-3](https://guide.sprout.ph/hs-fs/hubfs/Sprout%20Logo-3.png?width=200&height=78&name=Sprout%20Logo-3.png)](https://guide.sprout.ph/?hsLang=en) Open main navigation Close main navigation How can we help you? - There are no suggestions because the search field is empty. 1. [Sprout](https://guide.sprout.ph/?hsLang=en) 2. [Sprout Sidekick](https://guide.sprout.ph/sprout-sidekick?hsLang=en) 3. [Helpdesk](https://guide.sprout.ph/sprout-sidekick?hsLang=en#helpdesk) # Helpdesk Ticket Report Download FAQs ### **Frequently Asked Questions** ### **General** **What is the ticket report download?** It lets Helpdesk admins download their company's tickets as a spreadsheet (CSV), for whatever period they choose — no need to ask Sprout for the list. **Who can download the ticket report?** Helpdesk admins only. You need the Admin dashboard type with viewing set to Company, Direct Reports or All in Sprout HR — the same access that lets you see tickets in the first place. Employees and other admins don't see **Download report** at all. **How do I download a report?** Click **Download report** on the Helpdesk page and choose the period you want — the last full month by default, or any period within the last 12 months. You can narrow it further by status, category, assignee and sender. The dialog shows how many tickets match before you download, so a wrongly set period is caught before a file is saved. Downloading gives you every matching ticket, not just the page you were looking at. **How far back can I download?** 12 months. Dates earlier than that can't be picked, and "All time" in the download dialog means the last 12 months. **Does the download follow the filters on my ticket table?** No. The dialog has its own filters, and the two never set each other. Filtering the table changes only what you see on screen; downloading uses only what you chose in the dialog. **Does downloading use credits?** No. Downloading a ticket report uses no Sidekick credits. **Can one file cover more than one company?** No. You download the company you're currently viewing, one company per file. To get another company's tickets, switch companies and download again. **The Downloaded FileWhat's in the file?** A CSV with one row per ticket and these columns, in order: Ticket ID, Date filed, Date updated, Status, Escalated to Sprout, Category, Filed by, Filed by email, Assigned to, Assigned to email, Attachments, Subject, Message. Dates open as real dates in your company's time zone, so the column sorts and groups by month. Statuses and categories read the way they do on screen — Open, In progress, Closed; Internal, Sprout-related. Anything with no value is simply blank. **Can I get it as Excel or PDF?** No. The report downloads as a CSV, which opens in both Google Sheets and Excel. **Are attachments and chat history included?** No. The file shows how many attachments a ticket has, but not the files themselves, and it doesn't include the Sidekick conversation attached to the ticket. It does include the message the employee wrote when filing. **When a Download Isn't AvailableWhat if no tickets match what I chose?** Then there's nothing to download. Widen the period or clear a filter and the count updates; an empty file is never produced. **Is there a limit to how many tickets I can download?** One download holds up to 10,000 tickets. Narrow the period or add a filter to bring the count under the limit. **My download failed. What happened?** A connection or server problem interrupted it. The dialog stays open with your filters so you can try again, and a partial file is never saved as though it were complete. **Filtering the Ticket TableCan I narrow the ticket table on screen?** Yes. The table filters by Date filed and Category alongside Status, Assignee and Sender, and Assignee includes Unassigned for tickets nobody has picked up yet. These filters are for viewing — they don't affect what a download contains. **Does "All time" mean the same on the table as in the download?** Not quite. On the table, All time means every ticket, whatever the date. In the download dialog it means the last 12 months, which is the limit on what a single report can cover. **Do the Open / In progress / Closed counts change when I filter?** No. Those stay all-time figures and aren't affected by the table's filters or the download dialog. *Got a question or need extra help? 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