How to Export CSV Data from Freshdesk and Import It into clariBI

Freshdesk captures detailed customer support interactions across multiple channels. By exporting your Freshdesk data as CSV and importing it into clariBI, you can leverage AI to identify support bottlenecks, track agent efficiency, and improve customer satisfaction.

What You Can Export from Freshdesk

• Ticket details (subject, status, priority, type, source, tags)
• Agent performance metrics and workload distribution
• Customer satisfaction ratings and feedback
• SLA compliance and response time data
• Contact and company information
• Ticket resolution times and lifecycle data
• Group-level performance summaries
• Custom field values and ticket properties

Export CSV Data from Freshdesk

Method 1: Export Tickets from a Filter View

1. Log in to your Freshdesk account
2. Navigate to Tickets from the main navigation
3. Select or create a filter view (e.g., "All Tickets," "Resolved This Month")
4. Click the Export icon (download arrow) at the top-right of the ticket list
5. Select Export Tickets and choose CSV format
6. Choose the fields you want to include in the export
7. Click Export and Freshdesk will email you the download link

Method 2: Export from Analytics Reports

1. Click the Reports icon in the sidebar, then select Analytics
2. Select a report category (e.g., Ticket Volume, Performance Distribution, Customer Satisfaction)
3. Configure the date range and any filters you need
4. To export data, click the three-dot menu on an individual report widget and select Export. Analytics reports are exported per-widget rather than as a single top-level export
5. Choose CSV as the format and download the file

Method 3: Export Contacts

1. Navigate to Contacts from the main navigation
2. Apply any filters to narrow your contact list
3. Click the Export button at the top of the contacts list
4. Select CSV format and confirm the export
5. Download the CSV from the email notification

Tips for Clean Exports

• Use Freshdesk's built-in date range filters before exporting to keep file sizes reasonable
• Select only the fields relevant to your analysis when prompted during export
• For large datasets, break exports into monthly segments to avoid timeout issues

Import Your Data into clariBI

1. Log in to your clariBI account at claribi.com
2. Click Data Sources in the left sidebar
3. Click the + Add Source button (top right)
4. Under Direct Upload, select CSV File
5. Enter a descriptive name (e.g., "Freshdesk - Ticket Metrics Jan 2025")
6. Click the upload area or drag and drop your CSV file
7. Click Create Data Source

Once imported, you can ask clariBI questions like:
- "What percentage of tickets are resolved within SLA across each priority level?"
- "Show me agent workload distribution and average resolution time per agent."
- "What are the most common ticket categories and how has volume changed month over month?"

clariBI's AI will automatically analyze your data and suggest relevant insights.