Usually not in the CSV. The full account export arrives as XML files. The ticket CSV only has the fields you pick. Use their API or ask support if you need attachments in bulk.
How to export your data from Freshdesk
Whether you are switching tools or just want a backup, getting your data out of Freshdesk is straightforward once you know where to look. These steps are based on Freshdesk's public help documentation. Menus move, so if something looks different, their help centre is linked at the end.
Updated 29 September 2026
Step by step: exporting from Freshdesk
- Log in to Freshdesk as an admin.
- Open Admin, then Account, then Account Details, and choose Export Data to request a full backup.
- Freshdesk emails you a download link when the export is ready.
- For a quick spreadsheet, open the Tickets list, filter it, and use Export to download a CSV.
- Export contacts and companies from their lists in the same way.
Good to know
- The full account export arrives as XML files. The ticket CSV only has the fields you pick.
- Canned responses and automations are not in the CSV. Copy the ones you want to keep.
What to do with the export
Most brands do not import old conversations into the new tool. Customers rarely refer back to them, and your Shopify order history already holds what matters. Keep the export as a record and start fresh.
Do bring across the useful parts: your saved replies, your FAQ answers and your policies. In Paperflower these become brand knowledge, so drafts are correct from day one.
Switching to Paperflower
Paperflower is an AI customer agent for Shopify brands in Australia and New Zealand. It reads every Instagram and Facebook comment, DM and support email, sorts them by what matters, drafts a reply with your order details and brand knowledge, hides spam, and flags the people who are ready to buy.
Request access, connect Instagram, Facebook, email and Shopify, paste in your policies and FAQs, and you are live. Nothing is sent without your approval unless you turn auto-send on.
Frequently asked questions
Vendors keep data for a limited time after cancellation, and some remove it quickly. Export first, then cancel.
Not today. Paperflower starts from the day you connect your channels and pulls in your Shopify order history for context. Keep your export as a record.
Start Paperflower free
Connect Instagram, Facebook, email and Shopify in a few minutes. On Standard, AI sorts every message and drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on. Free puts every message in one list for you to answer.