How do I export agent information?
- Navigate to Admin → User Management → Agents, and click on Export. If your account has more than one workspace, navigate to Admin > Global Settings > User Management > Agents.
- 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 agent | Any text |
| Email | Primary email address | Email addresses in the format [email protected] |
| 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 number | Any text |
| Mobile Phone | Mobile phone number | Any text |
| Location | Location of the agent | Location Names from Admin → Asset Management → Locations |
| Reporting Manager | Primary email address of the reporting manager | Email addresses in the format [email protected] |
| Groups | Groups 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 |
| Roles | Default 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 Pro and Enterprise 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 Pro and Enterprise 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 Pro and Enterprise 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 Growth, Pro, and Enterprise plans) | Time zone that the agent works in | List of Time Zones Supported in Freshservice |
| Language (applicable to Growth, Pro, and Enterprise plans) | Language in which the Freshservice interface is shown to the agent | List of Languages Supported in Freshservice |
| Level (applicable if Leaderboard feature is enabled) | Level reached by the agent in the Arcade module (calculated from points scored) | Beginner Intermediate Professional Expert Master Guru |
