How do I export agent infomation?

  • Navigate to Admin → User Management → Agents, and click on Export

  • A popup will display a list of fields that are available for export in your account
  • Select the fields that you need, and click on Export
  • A CSV file containing the fields that you selected for all agents in the system will be sent to your email


Which fields can be exported?

Field
Description
Possible Values
Full Name
Name of the agentAny text
Email
Primary email addressEmail addresses in the format username@domain.ext
Occasional
Identifies the agent as an occasional agent or a full-time agent
FALSE (for full-time agents)
TRUE (for occasional agents)
Title
Job Title
Any text
Work Phone
Work phone numberAny text
Mobile Phone
Mobile phone numberAny text
LocationLocation of the agent
Location Names from
Admin → Asset Management → Locations
Reporting Manager
Primary email address of the reporting managerEmail addresses in the format username@domain.ext
GroupsGroups that the agent is a member of
(exported as comma separated values if there are multiple roles: "Group 1, Group 2, Group 3")
Group Names from
Admin → User Management → Groups → Agent Groups
RolesDefault and custom roles assigned to the agent (exported as comma separated values if there are multiple roles: "Role 1, Role 2, Role 3")
Role Names from
Admin → User Management → Roles
Ticket Scope
Ticket visibility of the agent
(derived as the broadest ticket scope from amongst all the roles assigned to the agent)
Global Access
Group Access
Restricted Access
Problem Scope
(applicable to Garden, Estate, and Forest plans)
Problem visibility of the agent
(derived as the broadest problem scope from amongst all the roles assigned to the agent)
Global Access
Group Access
Restricted Access
Change Scope
(applicable to Garden, Estate, and Forest plans)
Change visibility of the agent
(derived as the broadest change scope from amongst all the roles assigned to the agent)
Global Access
Group Access
Restricted Access
Release Scope
(applicable to Garden, Estate, and Forest plans)
Release visibility of the agent
(derived as the broadest release scope from amongst all the roles assigned to the agent)
Global Access
Group Access
Restricted Access
Time Zone
(applicable to Garden, Estate, and Forest plans)
Time zone that the agent works in
List of Time Zones Supported in Freshservice
Language
(applicable to Garden, Estate, and Forest plans)
Language in which the Freshservice interface is shown to the agent
List of Languages Supported in Freshservice
Level
(applicable to Estate, and Forest plans, if Arcade is enabled)
Level reached by the agent in the Arcade module
(calculated from points scored)
Beginner
Intermediate
Professional
Expert
Master
Guru