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 username@domain.ext
Occasional	Identifies the agent as an occasional agent or a full-time agent	FALSE (for full-time agents)<br>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<br>_Admin → Asset Management → Locations_
Reporting Manager	Primary email address of the reporting manager	Email addresses in the format username@domain.ext
Groups	Groups that the agent is a member of<br>_(exported as comma-separated values if there are multiple roles: "Group 1, Group 2, Group 3")_	Group Names from<br>_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<br>_Admin → User Management → Roles_
Ticket Scope	Ticket visibility of the agent<br>_(derived as the broadest ticket scope from amongst all the roles assigned to the agent)_	Global Access<br>Group Access<br>Restricted Access
Problem Scope<br>_(applicable to Pro and Enterprise plans)_	Problem visibility of the agent<br>_(derived as the broadest problem scope from amongst all the roles assigned to the agent)_	Global Access<br>Group Access<br>Restricted Access
Change Scope<br>_(applicable to Pro and Enterprise plans)_	Change visibility of the agent<br>_(derived as the broadest change scope from amongst all the roles assigned to the agent)_	Global Access<br>Group Access<br>Restricted Access
Release Scope<br>_(applicable to Pro and Enterprise plans)_	Release visibility of the agent<br>_(derived as the broadest release scope from amongst all the roles assigned to the agent)_	Global Access<br>Group Access<br>Restricted Access
Time Zone<br>_(applicable to Growth, Pro, and Enterprise plans)_	Time zone that the agent works in	List of Time Zones Supported in Freshservice
Language<br>_(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<br>_(applicable if Leaderboard feature is enabled)_	Level reached by the agent in the Arcade module<br>_(calculated from points scored)_	Beginner<br>Intermediate<br>Professional<br>Expert<br>Master<br>Guru