Overview

This article explains how to download your current and historical Helpdesk ticket data from the current Helpdesk portal.


As we migrate to our new Support Hub, KEV will retain data for all cases from the past 2 years, as well as all open tickets regardless of their creation date. To keep a complete record of your historical Helpdesk activity (more than 2 years), we strongly recommend downloading your Helpdesk ticket history from the current platform.


You can select a date range that covers your full available ticket history in the current Helpdesk platform.


Before you begin

You must have login access to the Support Hub and be able to view the tickets you submitted.


Downloading your current tickets

  1. Navigate to the current SchoolCash Support Hub.
  2. Sign in to the Support Hub using your Helpdesk account by selecting Login and entering your email and password.

    Note: If you need to reset your password, you can select the Forgot your password? link at the bottom of this page and follow the prompts .
  3. In the top navigation menu, select Tickets.
  4. On the Tickets page, to the right-hand side of your screen, you can filter by the options below: 
    1. Sort by = You can sort your tickets by Date Created, Last Modified or Status. Then, you can sort Ascending or Descending. Click Apply at the bottom-right corner of the screen to apply the changes.
    2. Status = You can filter your tickets by Status: All Tickets, Open or Pending, Resolved or Closed, or Archive. NOTE: Archive tickets will not show when you select 'All Tickets'. To download archived tickets, you must select Archive.
    3. Created by = You can filter tickets based on who created them. Select 'all' if you want tickets from all users, or specific users if needed.
    4. Created date = Select the dates as far as you wish to export your tickets for. 
      • After clicking on 'Created Date' field, hover your mouse over the year of the first calendar widget and you'll see up/down arrows. That's where you can select the year and date of the earliest ticket you want exported.
      • Then, select today's date on the second calendar widget. This will give you a Created Date Range for the exporting of tickets.
  5. Once you're done with your selection, click Apply to apply the changes to the current layout.
  6. Select Export Tickets. Ticketx exported will be the ones shown on the left-hand side.
  7. Under Export as, select CSV or Excel.
  8. Under Select field, select each ticket field you want to include in the export. For the most complete record of your historical ticket data, select all available fields.
  9. Select Export.


Available export fields

The Export Tickets window includes the following ticket fields:

  • Ticket Id
  • Subject
  • Description
  • Status
  • Requester Name
  • Requester Email
  • Created Time
  • Last Updated Time
  • School Board Name
  • School Name
  • Phone Number
  • Language