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Download a complete ticket transcript as a PDF file to share with external partners, meet compliance requirements, or keep offline records.

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How to export a ticket

1

Open the ticket

Navigate to the ticket you want to export from the Inbox or All tickets.
2

Click Export as PDF

Where the button appears depends on the ticket’s status:
  • Completed tickets: Click the Export as PDF button in the ticket header.
  • Active tickets: Click the overflow menu (three-dot icon) in the ticket header and select Export as PDF.
3

Wait for the download

The button shows a loading state while the file is generated. Once ready, your browser downloads the file automatically.
Export as PDF in the ticket header on a completed ticket Export as PDF in the overflow menu on an active ticket
Export a ticket after it’s resolved to capture the full conversation, including the closure event.

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What’s included

The exported PDF contains the full ticket transcript:
  • Ticket header: title, customer name, email, ticket ID, channel, status, and creation date
  • Messages: all customer and agent messages in chronological order, with timestamps and sender info
  • Rich text: bold, headings, links, and lists render in the PDF
  • Email headers: for email conversations, the subject, sender, and recipients are shown per message
  • Inline images: images embedded in messages are rendered inline in the PDF when possible; images that fail to render are included as attachments in the ZIP
  • Activity events: assignments, handoffs, follow-ups, snooze/unsnooze, channel switches, and ticket closures

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Attachments and ZIP files

When a conversation contains non-image attachments (documents, spreadsheets, etc.), the download is a ZIP file instead of a plain PDF. The ZIP contains the transcript PDF plus all attachment files in an attachments/ folder.
Images that are part of a message are rendered inline in the PDF when possible. If an image cannot be rendered, it is included as a downloadable attachment in the ZIP. Other file types are listed by name in the transcript and bundled into the ZIP. If the conversation has no non-image attachments, you receive a standalone PDF.

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Limitations

  • Internal notes are not included in the export
  • Bulk export is not supported. Export one ticket at a time.
  • MDX and dynamic content may not render with full fidelity

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See also