API documentation - Helpdesk Export

The All Tickets Dump API returns the ticket-level data behind Helpdesk Analytics. For each ticket you get its category, status, priority, assignee, SLA and escalation details, key dates, and the profile of the person it was raised for. Use it to feed your own data warehouse, BI tool or reporting pipeline instead of exporting from the dashboard by hand.

The API is region-specific: you call the authentication and analytics hosts of the region your workspace is hosted in.

How it works

1. Create an API credential in the Admin Console with the Read Analytics Data scope.
2. Generate an access token from your region's authentication URL.
3. Call the analytics endpoint for your region with the access token, a date range and pagination parameters.
4. Page through the results until you have fetched all tickets.

Step 1: Create an API credential

1. In the Admin Console, go to API credentials.
2. Click Add credentials.
3. Enter an Auth name (up to 50 characters).
4. In Allowed scope, select Read Analytics Data.
5. Click Create credentials.
6. Copy the Client ID, Client secret, Username and Password, and store them in a secure location such as a secrets manager.

Step 2: Choose your regional base URLs

Use the Auth URL to generate tokens and the Analytics URL to fetch data. Both must belong to the same region — a token issued in one region is not valid in another.

In the examples below, replace <AUTH_URL> and <ANALYTICS_URL> with the values for your region.

Step 3: Generate an access token

Send a POST request to your region's token endpoint. The Authorization header is HTTP Basic auth built from clientId:clientSecret, Base64-encoded. The username and password go in the request body.

Endpoint

POST <AUTH_URL>/api/v1.0/oauth/token

Request

curl --location '<AUTH_URL>/api/v1.0/oauth/token' \
  --header 'Content-Type: application/json' \
  --header 'Authorization: Basic <base64(clientId:clientSecret)>' \
  --data '{
    "username": "<username>",
    "password": "<password>",
    "grant_type": "password"
  }'

Response — 200 OK

{
  "token_type": "Bearer",
  "access_token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...",
  "expires_in": 1800,
  "refresh_token": "82e2cbfa-4d1a-42fc-857e-7da2faad7b70"
}

For more on grant types, refresh tokens and credential rotation, see API credentials – token generation.

Step 4: Fetch all tickets

Endpoint

GET <ANALYTICS_URL>/api/analytics/query/external

Headers

You don't need to pass a bot ID. The workspace is identified from the access token.

Query parameters

Request

Replace <ANALYTICS_URL> with your region's Analytics URL and <access_token> with the token from Step 3.

curl --location --request GET '<ANALYTICS_URL>/api/analytics/query/external?metricId=cm%3AallTicketsDump&isCustomMetric=true&responseType=table&from=2026-01-01&to=2026-02-01&page=1&limit=100' \
--header 'Authorization: Bearer <access_token>'

For example, for a workspace in US East (us-east-1):

curl --location --request GET 'https://us-east-1-analytics-api.leena.ai/api/analytics/query/external?metricId=cm%3AallTicketsDump&isCustomMetric=true&responseType=table&from=2026-01-01&to=2026-02-01&page=1&limit=100' \
--header 'Authorization: Bearer <access_token>'

Response — 200 OK

The example below shows the response structure, with the columns and tableData arrays shortened.

{
  "isSuccess": true,
  "result": {
    "current": 1,
    "page": 1,
    "limit": 100,
    "total": 8421,
    "isManageColumnsEnabled": true,
    "columns": [
      {
        "key": "<column key>",
        "label": "Ticket Id",
        "type": "string",
        "sortable": true,
        "isDynamicColumn": false,
        "isMandatory": true,
        "isVisible": true,
        "sticky": false
      }
    ],
    "tableData": [
      { "<column key>": "<value>" }
    ]
  }
}

Response columns

Each ticket in tableData contains the following columns. The labels below match label in result.columns. Read each column's key from result.columns and use it to read values from the rows.

Ticket fields

These columns are always present.

User profile fields

After the ticket fields, each ticket includes profile fields for the person the ticket was raised for. Which fields appear depends on your workspace's user profile configuration, so the set varies between workspaces. For example:

Read result.columns to get the exact list of fields for your workspace. Fields that aren't filled in for a user are returned as "".

For how ticket metrics are calculated in the dashboard, see Ticket Volume Trend.

Paginating through results

Results are paginated. To fetch all tickets for a date range:

1. Request page=1 with your chosen limit.
2. Read result.total and calculate the number of pages: ceil(total / limit).
3. Request each following page by incrementing page until you have fetched all pages.

Errors