Help and support

E-mail support@atesensoftware.com. We reply within one business day (Türkiye time).

Quick answers

• Which tickets are archived? Tickets matching your date range (created or closed), pipeline, statuses and owners that your HubSpot user can see. The preview shows the count and a sample before anything starts.
• What is in each PDF? Ticket properties, description, the help desk conversation (e-mails, chats, forms), internal comments, notes, calls and logged e-mails in time order, with each attachment's file name and where it is in the ZIP.
• Large archives are split into ZIP parts (about 500 MB each). Download every part; each has its own index.csv, manifest.csv (SHA-256 checksums) and README.txt. A full index.csv for the whole archive is also available.
• Can I close the browser? Yes. The archive runs on our servers and continues where it stopped after interruptions.
• How long are archives kept? Archives are kept for up to 7 days after completion, with a maximum of 7 days and 22 hours from the original start. Resuming does not extend this deadline. Download links are short-lived; reload the archive page for a fresh link.
• “?” in a PDF means a character the archive font cannot draw (for example Chinese, Japanese, Arabic or emoji).
• Logged e-mails are missing. They need the optional HubSpot permission “sales-email-read”. Reconnect and accept it.
• Uninstalling. Use Disconnect in the app or uninstall the app in HubSpot (Settings → Integrations → Connected apps).
• Is it safe? See Security.