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PlannedDoneNot planned

print ticket / preview

Seb
suggested this on February 03, 2010 05:49

We´d love to see an option to print tickets. 
Beeing out at client´s this is very helpful to review things etc.

We also have several dossiers we´d like to attach key tickets to (review accountant, lawyer etc).

 

Comments

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Jim G Smith
I was just about to suggest that same option since I'm heading to a client and would love to have a hard copy to review. Since it has been suggested already, add my "AMEN" to it. Thanks. Jim Smith
February 17, 2010 08:56
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Rick Brock

I would also love to see this feature implemented.

Thanks,

April 14, 2010 07:33
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Dillard

Our field technicians need to have hard copies of the tickets to jot down notes and they complete repairs and installations. This feature is essential to our business.

May 23, 2010 02:57
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Jake Holman
Product Manager

Hey guys,

Perhaps missing the point here, but what's wrong with just printing the ticket page itself? All browsers have a Print option, so adding in a print button to the interface would be doing exactly the same thing.

May 23, 2010 12:41
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Seb

Proper css-styled printing.

May 23, 2010 12:54
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Jake Holman
Product Manager

Ah, I see. The print.css is set in such a way that the page should pring out without all the fancy interface parts and just the important ticketing information - but I can see how that's not particularly pretty when actually printed out (and also depends on whether or not your browser observes print.css)

I'll take a look into whether we can improve that appearance, but I'm afraid it would be on fairly low priority. 

May 23, 2010 13:08
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Jim G Smith

Jake,
That condescending response won't endear you to those of us requesting this change. I'm not sure why you find it so complicated to hide your "fancy interface parts" as to put it as a low priority. Since you can decide to lower the priority for something that has been requested a few months ago, I'm sure you can also make it happen fairly quickly if told how to. Just link to a "Print version" page in which you add these following styles to hide the unneeded stuff:

#ticket-chat .public { display: none; }
#latest_comment { display: none; }
#sidebar { display: none; }
#top { display: none; }
#footer { display: none; }
#topquery { display: none; }
.content_grey .action { display: none; }
body { background-color: #000000; }
#uploads_link { display: none; }
#ticket-chat .action { display: none;}
#_macro_list { display: none; }

So instead of looking into whether you can do this, now you can take it off low priority and make it a solved task.

Jim

May 23, 2010 18:14
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Dearg O'Bartuin

I don't agree Jake was being condescending in any way, i think he was trying to point out that while not pretty, Printing tickets is already possible and as such the request is not a priority.

I have to agree however this feature would be most useful for my business, i am asked to produce hard copies of tckets regularly for customers for face to face meetings, it is very ugly printing tickets with the images etc.

Try as i might, my customers simply do not want to log in to the Ticket Desk and view open/pending/solved/closed tickets themselves.

May 24, 2010 03:01
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Peter J Cooper

This is real life. We have tickets and need to discuss them with others. Meeting rooms, clients, elevators, hallways. Internal and external customer visits. Printing ticket AND reports using a simple CSS is a must.

July 06, 2010 21:50
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Rosalie Wodecki

How far away is a workable print CSS?  At the moment I copy the information into a text file (or download the CSV) as the print css is pretty much unreadable.

August 09, 2010 17:05
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My Pre Stress

I can't see paying for a support desk that does not include printable reports. I remember now why I discontinued my last trial. I love the simplicity of Zendesk, but I don't have time to write my own reports. If I did I'd write my own help desk too.

October 25, 2010 07:50
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Ken Currin

We have an internal work order system that we just abandoned when we started using Zendesk. We really like our system, which one of our employees created, it has worked well for over 15 years, but has lots of flaws that we just have not taken the time to work out. Our database could create nice looking service tickets for our techs and customers. We used it to make notes and just recently took off the hourly rate portion because we restructured our billable time. But as you can see from my sample, this is what I would love to see.

Our main issue with our system was the abiltiy to search for muliple keywords. We still search passwords, IP address, etc as far back as 15 years ago. Customers call us wanting to know info and we could always pull it up for them.

October 26, 2010 17:39
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Paul Garcia
fmb

Hello,
I would like to make a feature request in Zendesk.
I sometimes have to print cases and reports.
Is there a way to enable a print function.
Something similar to print your reciept where it strips out the web page headers but keeps all the case data in a printable format.
We currently print page from browser and the print out is formated ugly, we usually have to edit in word to strip out the webpage junk and this is teadious.

Thanks for listening.

Thank you

February 24, 2011 10:17
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Kim Eriksen
morfars

+1

We often need include a printed ticket together with a product - most cases a repaired item which is then shipped.
For us this is NEED to have.

/Kim
Morfars.dk

March 02, 2011 05:07
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Michalec

Hello Jake

This is a big issue for us as well.  Our IT Director wants to have meetings twice a month and wants me to print out all our tickets with their histories for this meeting.  It takes me quite a bit of time to individually print out 70+ tickets.  There needs to be a way to select all or some of the tickets and then fill out a small form of what you want to print.  (Some way to format the print out)

This is a big enough issue that he has already told me to find a new solution.  I am afraid that if there is not some printing functionality by the time our year runs out I will force to switch to a different help desk solution.  As I love the layout and format of Zendesk I do not want to do this.

Thanks

 

Someone recently said:  In business, there is only one thing you should really really care about: keeping your customers happy.

May 04, 2011 09:21
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Jake Holman
Product Manager

@Michalec: I can see what you're asking for. Unfortunately it's unlikely we'll build some form of printing feature in the advanced way you want it. 

Out of interest, could you not use a projector to go through all the tickets, or do they literally want 300 odd pages floating around the room?

May 04, 2011 11:03
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Michalec

Thanks for the fast reply

We can.  We even have a projector though not in the room we usually use.  I think the biggest deal is he wants to have a pen in his hand, discuss each ticket, write notes on the ticket, then hand it to the person he wants to handle it so that we update Zendesk.  It would be nice to have the advanced print features but if that is not possible, a simple batch print feature / button (print all info for all not solved tickets) would be acceptable.  The only formatting it would really need is to start a new page with each ticket so that there is max 1 ticket per page. 

Honestly, it doesn’t even have to be a print feature.  If Zendesk could generate a view like the list view but with all the tickets and all their comments / info I could copy it into Word and print it from there. 

May 04, 2011 12:46
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Michalec

Wow, sorry about the wall of text there.  I guess I shouldn't copy and paste out of Outlook.

May 04, 2011 12:48
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community engine

@Michalec: Copy and paste from Outlook to Notepad, then from Notepad to here. This should strip out most (if not all) of the HTML and formatting.

July 19, 2011 22:53
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Dustin Trapani

Yup, I need to print a hard copy of quite a few tickets so adding this feature would help a lot. In general, Zendesk is terrific though, much love!

July 26, 2011 05:27
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Vegardkolbeinsen
+1 But instead of going back and forth on how it should be and so on. Why not just make it simple to start with as one person further up here told how to. Then zendesk could improve it later as they see fit. It would atleast look much better than how it looks as of this moment when printing....
October 03, 2011 10:11
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Glyn Boone
weyerhaeuser

One of the first needs our agents identified as they got started using the system!

December 14, 2011 06:29
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Karen Berthiaume
rhodesgroup

okay - first suggested almost 2 years ago...says planned...but when??

We need to print tickets for some key clients for full documentation purposes (regulatory). 

Ideally - either PRINT button to generate a PDF or print option in drop down list (currently update,merge,mark,delete).  Have it open up PC's locally installed devices so Zendesk does not need to worry about drivers. Current web printing has internal widgets boxes displaying which were not designed for client view, also has form fields that are not for customer eyes.  I can address the form fields in another way if we can't get print/no print on those fields but widgets should not display.

So when?

 

Also...if you get to printing...nice ot have it an option for AGENTS and CLIENT view  since sometimes we are only trying to do this because Client can't for their own purposes.

January 03, 2012 14:35
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Chris Christie
leaguetoolbox

Among other reasons... This would be really handy so I can rub it in the face of my co-workers when they screw up tickets.

:)

January 12, 2012 12:49
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Ryan Freeman

Another +1 for what would seem to be a no-brainer feature.

I'm boggled that: 1) This wasn't included from the start, and 2) that this has been sitting here for years and not implemented.

April 30, 2012 09:08
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Art McCooty

+1

Printing through my browser is ok. But printing through ZENDESK would be GREAT!!

This feature really needs to be added.

May 01, 2012 13:52
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Allen Miller
amcc

We would also like to see a Zendesk formatted ticket option.

Allen Miller

May 29, 2012 08:43
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Christian

+1

We also need the printing-without-all-the-internal-ticket-fields ability. Desk.com has a feature that lets you click on a "print"-symbol. That pops up an overlay containing only the ticket comments. We need that feature. Come on Zendesk, you are great at everything else. Why is it so hard to make this feature happen?

Best Regards,

Christian Clifford

June 12, 2012 03:05
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Alfonso Simó

I'm trying Zendesk for my Computer Technical Support. I love Zendesk, but I need to prints some tickets! I really need it! Some other solutions can do it, I saw someone had coded a widget, but I don't have time for programming.

Thanks, best regards!

Alfonso

June 14, 2012 09:05
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Patrick B.

As recently doing some research for using a helpdesk in a banking-institution I can not tell you how necessary this future is to get an nice formated print-out of the ticket which then can be filed to the customers dossier.

+100

June 23, 2012 00:36
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Sandra Coppedge

I can't believe with ALL the many companies that use your service you can't simply print a list of tickets to a pdf file to hand to a field technician to take out for service work on PCs.  I see you export to PDF your beautiful "Cheat Sheet" so I know you are capable of it.  Do you need our help?  Would you like to submit a help desk ticket on one of our sites?  I'm sure all of the companies that use your service might be willing to help you!!!!

November 14, 2012 15:36
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Sandra Coppedge

Oh, and I need the FULL description, not just a screencap (this goes with that response above!!)  And yes, I AM trying to be FUNNY to get your attention because I NEED this NOW and FAST! :)

November 14, 2012 15:37
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Alexander Pajak
campact

It also would be nice if it were possible to mark several tickets and get a print view with extra pages for every ticket, e.g. ticket A needs one and a half page and the following ticket B starts not until page 3.

January 16, 2013 07:21
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Nick Shortal
tmps

Whilst many of the users and admins of ZenDesk are quite happy to keep the web interface for management of tickets, sadly the babyboomer generation still occupy many of the upper levels of managment.

As a result the ask of "Print me a list of all your open tickets." is probably from a generation of managment that still have the personal preference of reading from a printed page rather than a screen.

From my own personal perspective we often have invoices from companies we've signed up for sent to us that end up in our helpdesk.  Printing this out often ends up in some or part of the invoice being cropped or missing.  Obviously we can CC this ticket (and therefore invocie) to our account department, but it would be nice if the body of the ticket (the client created part) could be easily printed without missing parts of text. 

 

May 08, 2013 20:14
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Heather Harvey
spirit

Can we have an update as to where this is in the queue?

May 21, 2013 10:56
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Ryan Freeman

FWIW: We are still eager to see this added.

May 21, 2013 10:59
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Michael Ferrante
spirit

I believe this feature would be a very useful addition to Zendesk. As with our previous CRM we utilized the print option quite frequently to maintain a log of specific tickets to be audited every year. 

May 21, 2013 12:33
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Alais Elena
Zendesk

I'm adding the tally of one more person that would like to see this as a feature.  We have a Zendesk user in Brasil also interested :)

May 29, 2013 09:28
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Diane Albert
schoolannual

We pass tickets to our production dept via sharing of another Zendesk account, but those tickets sometimes involve hard media such as photos or CDs, which we stuff in a folder w/ a poly view.  We copy and paste the ticket number and other info into a mail merge and then run it to the printer to stuff the appropriate tix number with the CD.

If we could simply print the pertinent ticket data, then we'd save the additional time spent with mail merge in Word.  Check check check, Print...and we'd have everything we need.

June 06, 2013 13:30
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Jon
ampleair

Hoping we can see this soon, it sure has been a while!

July 23, 2013 18:02
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Alex Schwarc M
aloprint

Excelente idea, casi la totalidad de las veces, nosotros entregamos una copia del ticket a nuestros clientes, el problema actual, es que no existe la opción de poder imprimirlo y, cuando lo podemos imprimir de la forma nativa ( imprimir desde el navegador) , salen los comentarios privados ( por ejemplo) , salen los email de los agentes (internos) etc, sería de mucha utilidad el poder imprimir los ticket y con cierta información a imprimir, en otras palabras, poder configurar cómo será el impreso de nuestro ticket.

August 07, 2013 20:52
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James

Here is the most recent update. I attached a picture of my conversation with zendesk. I will update if there is a new information.

August 17, 2013 14:20
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Dante Cordova
apu

+1 for ticket printing

Having some sort of print view for tickets would be of great use to our desktop support office. They deal with a large volume of desktops and laptops where they previously printed out the details of a ticket along with the description and taped those printed tickets to the tops of the computers for identification and distribution.

We are a new customer of Zendesk and we just went live yesterday with 145 agents and a customer base of over 30,000

August 27, 2013 10:32
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Jake Holman
Product Manager

Well it took us a little while, but ticket printing is finally here! Learn more about Ticket Printing, Emoji and more in this week's release notes

August 27, 2013 19:51
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Tonya Franklin
TrueReligionBrandJeans

it would be great to be able to print the "show all events" along with the printed ticket.  this would help to validate that the automations/triggers are working as they should.

December 30, 2013 09:23
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Graeme Carmichael
nhsggc

@Tonya

Selecting 'Print Ticket' from the options menu always suppresses the 'all events' details as you described.

However, If I show all events in the ticket, then select print from my browser's print command, the same print window appears with the event details.

Not sure if that is actually a bug and that the ticket print option should allow the events to be printed if they are displayed.

 

December 31, 2013 04:47