Want to learn how to archive data to perform thematic analysis on trending topics? Downloading ticket data helps you to move forward from simply listening to learning and leading.
Global Users and Users belonging to a Topic can download an individual Ticket or many selected Tickets simultaneously.
Single Ticket Download
- In the top right-hand corner of the chosen Ticket, click on the 3 dots just under the Ticket number.
- Select the information to be included in the download -- Customer Information, Log, Internal Comments, Customer Communications, and Feedback Score.
- Click Download.
Mass Ticket Download
- Perform an Advanced Search in the top left corner of your Inboxes screen (see Advanced Search).
- On the bottom of the results list, click Download Tickets.
- If downloading in a Word doc, select from the following to be included in the download: Customer Information, Log, Internal Comments, Customer Communications, and Feedback Score.
- If downloading in CSV format, select from the following to be included in the download: Customer Information, Custom Fields, and Cx Score.
- Click Download.
Use Case: You've just finished collecting over 1,000 Tickets through which community members have shared input on the search for a new superintendent. Your data include Tags and other helpful highlights. Although the Dashboard gives you great data, you want to run a thorough theme analysis on the collected feedback. To expedite the process, you download your account data and securely send it to your researchers in a CSV or Excel format. Your team, in turn, runs a thematic analysis using the qualitative data. You then have a clear profile to share with the search committee.