Possible queries:
Unable to download ticket export
Unable to access/view the export
Resolution Path:
- If you are unable to download the export from the email, login to your Freshdesk account > navigate to Admin > Account > Account exports > click on 'Download' as shown below.
- If you are still facing the issue, try clearing browser cache, cookies or try accessing from different browsers. This is to ensure that the issue is not browser specific.
- If you are facing the error {"code":"invalid_credentials","message":"You have to be logged in to perform this action."}, please check the following.
- The export link will only be accessible by an authorized agent. Check if the user accessing the export is the one who triggered the export.
- For the export to be downloaded, they will have to log in to Freshdesk account (login using the default Freshdesk account URL) and access the export link in a new tab of the same browser window. This will be validated by the logged-in agent's Freshdesk session, and then post validation the data will get downloaded.
- If the issue persists, validate the account details and issues with the help of a screenshot or a videograb. If the issue persists, please get all the relevant details and raise an L2 ticket
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