Ticket export tool for End-users (Export tickets by organization)
Request: provide a tool for end-users so they can 'export' all their tickets, or their organization's tickets. Especially useful for end-users that are part of a large/active organization.
We would like an option via the UI, where they would be able to select and export to a CSV file on demand. This might include the latest status of an open ticket, the ticket ID, description and and the last update made.
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In 7 years Zendesk is not able to provide simple export to CSV option in customer portal. Just mind blowing. This shows total lack of support from Zendesk to paying customers who requested this several years ago.
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We definitely need this one!!
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I'd like to be able to do this as an admin. Currently Zendesk lets you export all your tickets but maybe I only want a certain group. It would be great to have like a database where you can select certain ticket fields to export out and can filter by those. Similar to what Insights does but just the raw data and include the description!
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We need this feature as well. Currently, there's not a way to run a report or create a view on all (open, solved, closed, archived, pending, on-hold, etc.) tickets by organization that can also be exported.
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Does Zendesk actually listen and action any of these requests, other than posting platitudes?
We have been on Zendesk for 18 months now and so many requests we have put forward are against existing posts that are many years old with lots of supporting posts from other users. This is another one to add to our list of requests. Zednesk already does it in the Agent view!
The Customer Portal is lacking in several areas - in searching / filtering, especially when you have many tickets in the list. It certainly hasn't improved in the last 18 months.
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We would really love this feature as well!
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Yes, this is absolutely needed. We have situations where we need to share cases with the account managers or executive team. Would be great if Zendesk product management could comment on this.
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Agree this would be a great feature! We get the request from time to time even though they can view all of their tickets online.
We created a manual work around using GoodData (via Reporting > Insights) and their report creator/builder. Once you create the report you need, it can be scheduled to automatically run and emailed (to any number of specified email addresses).
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We have customers would like this feature also.
Craig
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My clients are asking for the same feature. This is sorely lacking.
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Big +1 for this for this feature.
- What is the problem?: Clients cannot generate reports on their own support items
- Why is it a problem?: One of our largest clients wants us to move to a different product that has this feature. About 1/2 of our clients have also requested this. Our client that have coordinating departments & need to communicate support tik statuses regularly cannot do so freely. We have the extra task of generating reports any time we are asked
- How do you solve the problem today?: I (an Admin) use Advanced Search to generate reports for clients as needed. Clients require fields available through Advanced Search. The output requires me to reformat each time I create a report
- How would you ideally solve the problem?: Add feature that allows clients to generate Advanced-type, pre-formatted reports
- How big is the problem (business impact, frequency of impact, who is impacted): Huge impact. Not just an extra task on our side, but clients are recommending we move away from Zendesk so that they can have this feature
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I get this request all the time from our clients. Please consider adding a simple "export" option for end users to export their list of tickets.
- What is the problem? Customers cannot export their list of tickets (mostly they'd like currently open or recently solved).
- Why is it a problem? They need a list they can review and distribute easily in a meeting. All the folks involved with a ticket may not necessarily have Zendesk access. A simple list makes reviewing open and recently solved issues at a high-level meeting simple. A list also can be customized for quickly added notes before and during the meeting (rather than having to open each ticket up to take notes).
- How do you solve the problem today? Someone either manually re-creates the lists of issues, takes a screenshot, or asks an agent to download the list. There are also a few accounts where we generate a weekly/monthly ticket report in Insights that is sent to the account manager and then forwarded to the client.
- How would you ideally solve the problem? Allow an end user to export any list of issues from the Zendesk portal.
- How big is the problem (business impact, frequency of impact, who is impacted). This impacts customers who have at least 10+ issues going on at any one time or during a major project. Some of our clients have multiple regions/users and therefore regularly have several tickets open at any given moment.
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Our bigger customers and business partners have requested this feature.
- What is the problem?
End users have no opportunity to export a list of their requests. - Why is it a problem?
Some of our end users have a huge amount of requests. Especially these customers have the requirement to process the tickets for billing or reporting issues. At least an export to csv would be very helpful. - How do you solve the problem today?
Currently the customer will get a list on demand, that is exported manually by an agent out of an explore dashboard. - How would you ideally solve the problem?
There should be an export button on the 'My Requests' page. This should work for all tabs (my requests, requests I'm CC on, organisational) and it should recognize current filtering (including search). At least an export to csv is needed. The export should contain all ticket fields that are visible for end useres. - How big is the problem (business impact, frequency of impact, who is impacted)
For our business partners this issue is a major issue, although we have chosen to provide the lists manually. This causes unnecessary efforts in our support teams and creates a dependency between customer's workflows and our teams with the risk to gain dissatisfaction.
- What is the problem?
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These responses are pretty old, is there an update on the functionality, I really need this for my clients, otherwise, I'm having to do it as administrator and send a report DAILY! I tried to assume identity in the new version of Zendesk to see if it has been developed in the new form, but it just sends me back to the old version.
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My clients are also looking for this feature please.
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We have gotten several requests for this feature.
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Have requests for this also.
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We need this feature also, as soon as possible we be great
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We have a customer asking for a list of all their tickets as well. They have a new Director of IT and he wants to see a list of all requests.
I have found today that this is not easy to do! Views don't include archived tickets. Search results don't have an export option. The ticket tab when reviewing an Organization record doesn't have an export option. I assumed the customer's identity hoping I'd find an export in their UI. Nope, not there either. So +1 on this request since obviously I'd love the customer to be able to do it themselves, but even if they cannot I can assume an identity and do it for them.
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Yes please! This was just requested by one of our end users and will be a must to be able to better track their outstanding tickets especially when their queues get really large.
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@FogBugz @cogworksbitbucket @appshipchat
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I have another customer asking for this today.
What is the problem? The customer wants to know the total number of tickets for their organization over the past couple of years in order to see the increase in tickets as they have brought more locations onto the software we support for them.
Why is it a problem? My customer cannot retrieve this information themselves.
How do you solve the problem today? I am not sure. Since Views do not include archived tickets, I will likely need to download all tickets and then filter to the customer's organization. Or I will look for a report.
How would you ideally solve the problem? The customer would have the ability to download their tickets from the organization list in the portal.
How big is the problem? It impacts our larger customers who are the ones who typically make these types of requests and would get the most value from this information.
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- What is the problem? Customers cannot export their list of tickets (mostly they'd like currently open or recently solved).
- Why is it a problem? They need a list they can review and distribute easily in a meeting. All the folks involved with a ticket may not necessarily have Zendesk access. A simple list makes reviewing open and recently solved issues at a high level meeting simple. A list also can be customized for quickly added notes before and during the meeting (rather than having to open each ticket up to take notes).
- How do you solve the problem today? Someone either manually re-creates the lists of issues, takes a screenshot, or asks an agent to download the list.
- How would you ideally solve the problem? Allow an end user to export any list of issues from the Zendesk portal.
- How big is the problem (business impact, frequency of impact, who is impacted). This impacts customers who have at least 10+ issues going on at any one time or during a major project. The frequency can be weekly during an ongoing project.
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Hi Nicole & All,
I've posted here a couple times before, but only recently thought about the Marketplace as a possible solution. I haven't found an application yet that offers client-side reporting but I'm wondering...
- Is it possible that a Marketplace application might do what we're looking for here?
- Are you aware of an application I missed that has offers this feature?
- If client-side reports is not a feature on your development team's hit list, is it possible to ask a Zendesk partner about it?
I'm throwing Hail Mary's now as I've been asked to test-migrate all our tickets to a trial of the competitor service I mentioned in my post from a couple moths ago. I'd rather stay with Zendesk than move to the other software, but unfortunately the decision isn't mine.
So that unhappy message before a good one...
Thanks & Happy Thanks Giving!
John
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I've found that you're able to create custom ticket exports within Good Data. This is a viable work around...
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Hey John -
It is definitely possible that someone could develop an app to allow users to export their request data, though I do not know of one currently available in the marketplace.
End-users can access this information via the API, which would enable them to download a CSV with the info. I realize that this isn't the in-app, pretty and advanced reporting that some users have asked for here, but the data is available, and that's what leads me to believe building an app would certainly be a possibility. Here's the information on those API endpoints: Zendesk Support API
As Quinton suggested (thanks for jumping in, Quinton!) you may also be able to create those exports via GoodData/Insights.
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Thanks for your responses Nicole & Quinton. To clarify, are you saying that Good Data has functionality that can resolve the problem discussed in this thread? That is, it allows configuration for clients to run/export reports on their side, as needed?
Or is mention of Good Data just a "BTW" for another way to create reports generally & not a resolution to this thread?
Thanks again!
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Hi John,
What Quinton is suggesting is that you could generate some custom reports and schedule them to export to the end users who are seeking them. But end-users would not have direct access to generate those reports themselves.
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We would like this feature for the same reasons that other people have already listed.
- What is the problem? There is not a way to easily review tickets
- Why is it a problem? Our customers want to be able to easily review tickets.
- How do you solve the problem today? We show them how they can search by organization and sort
- How would you ideally solve the problem? Have the users be able to select fields and dates that they want to export to reports. IMPORTANT: They should not be able to export internal notes.
- How big is the problem (business impact, frequency of impact, who is impacted)? Currently, we don't have a lot of customers requesting this but we have had people ask for it now and then. I anticipate this will be a growing concern.
Thanks
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- What is the problem?: Clients cannot generate reports on their own support tickets.
- Why is it a problem?: Our large clients that have coordinating departments & need to communicate support ticket statuses regularly cannot do so freely. A PDF just doesn't cut it. We and the clients need transparency.
- How do you solve the problem today?: I pull the massive report for all orgs. and filter it via pivot table. Loss of my productivity and takes away time to assist clients with real issues. We have large clients needing this functionality. They have agreed to a weekly report, but want it daily.
- How would you ideally solve the problem?: Add feature that allows clients to generate Advanced-type, pre-formatted reports
- How big is the problem (business impact, frequency of impact, who is impacted): HUGE. Clients are recommending we move away from Zendesk so that they can have this feature. It is also necessary for their Audit and SOC compliance requirements.
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