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What are my ticket export options?

Lucia Otero Couselo
  • Edited

Question

How can I export our tickets (including all the ticket details: comments, email addresses, etc.) from Zendesk Support?

Answer

There are two options to perform a full data ticket export from your Support account:

  • If you are an administrator of your account on the Plus/Professional or Enterprise plans, you can do a full XML export by going to Admin () > Manage > Reports > Full XML export. You will then receive an email providing a link to download your report. For more information, see Exporting data to a CSV or XML file.

    Important: Data export must be enabled by Zendesk for your account. If you are on Professional or Enterprise and want to enable this option, your account owner can contact the Zendesk support team.

  • If you are on our Regular/Team or Starter/Essential Plans, export your data via the API.
    For information on exporting data via the API, see:
    Getting large data sets with the Zendesk API and Python
    Getting large data sets with the Zendesk API and Perl

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48 Comments

  • Brendan Foley

    Hi Lucia,  we do Zendesk services for a large number of Zendesk clients.  Many clients do not have "Reports" under the manage section even though they are on Professional or Enterprise plans.  Can you advise how to do this under these circumstances?  Thanks!

    0
  • Jessie Schutz
    Zendesk team member

    Hey Brendan!

    Just a quick point of clarification here: do mean that your users aren't seeing the Reporting option when they go to their admin settings? It should look like this:

    I just want to make sure that we're talking about the same thing!

    0
  • Ryan Lyster

    Hi Jesse, 

    I am having the same problem. I am on professional and I do not see the 'Reports' option under 'Manage' like your screenshot above. Any advice?

    0
  • Brendan Farrar-Foley

    @ryan I emailed support@zendesk.com and they were able to enable the option for me.  It is not turned on by default, though there's no documentation on that or any reason it isn't.  

     

     

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Brendan,

    Thanks for helping out! I added a note to option #1 to say that the option must be enabled by Zendesk for your account. We have that note in our product docs, but it was missing from this article. 

    Thanks!

    1
  • Phill Ramey

    Hi All,

    I wanted to share some work that our team has done that is related to exporting tickets.

    We recently created a free Zendesk Support app to easily capture ticket data in Google Sheets. It automatically creates rows for new tickets and keeps them in sync when there are updates made to the ticket.

    It'd be great to get feedback if this is helpful and what would make it more useful. You can install it here: https://www.zendesk.com/apps/support/google-sheets-by-azuqua/

    Best,

    Phill

    0
  • Cristina Corui
    • Edited

    Hi everyone,

    I see there is an option to export a .csv file for recent tickets. Does this work if we want to export tickets from a specific organization? Currently we are on the Team plan.

    Thank you,

    Cristina

    0
  • Nicole S.
    Zendesk Community Team

    Thanks for sharing your solution, @Phil! 

    @Cristina - unfortunately there's no way to export by organization. Your best bet is to sort by org following the export. 

    Also, I see that this is your first post - Welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

    0
  • Nicole S.
    Zendesk Community Team

    @Cristina - 

    One of my colleagues mentioned to me that you could potentially use the Advanced Search App instead of a view, and would then be able to export the results from that. This would allow you to search for tickets by organization and then export from there. I'd suggest giving that a try - seems like it could work out great for you. 

    0
  • Cristina Corui

    Hi Nicole!

    Thank you so much for this solution. I've tried it and works perfectly for us.

    0
  • Nicole S.
    Zendesk Community Team

    Hey Cristina! You're welcome. So glad to hear that solved it for you!

    0
  • Nicole Tinti

    Hi, 

    Lucia's original question was regarding "all the ticket details" including comments. 

    Seems the option to export comments, however, is not yet available? 

     

     

    0
  • Nicole S.
    Zendesk Community Team

    Hey Nicole - 

    Lucia is the author of the tip - she's a support agent from Zendesk. I know this formatting is confusing; I've talked to the team about the design. 

    You can export ticket comments via the API or via that export tool if you're on Professional or Enterprise. 

    0
  • Darren Taylor

    Is there anyway to select a date range for the CSV export? I can see that option is available for JSON

    0
  • Mayda Saldana

    Hi! 

    Onna integrates with Zendesk and lets users collect and export the following:

    • Tickets
    • Attachments included in tickets
    • Labels for attachments and pages
    • Ancestors for the page/attachments

    Historical information and related metadata, including:

    • Ticket ID (#) 
    • Ticket Name 
    • Ticket Type 
    • Organization 
    • Ticket Status 
    • Zendesk Assignee 
    • Zendesk Requester 
    • Group
    • Ticket Priority 
    • List of tags 

    Exports can be in csv, txt, or dat files.

    Here's a guide with more details: https://intercom.help/onna/integrations/web-integrations/how-to-collect-from-zendesk

    0
  • Diogo Maciel
    Zendesk Customer Advocate

    Hi Darren!

     

    The CSV can be filtered externally, eg via Excel. We don't offer the filter for the CSV format. You may also export in JSON and convert it to csv, through one of the tools available online, like the one below

     

    https://json-csv.com/

    0
  • Darren Taylor

    Thanks for your suggestion Diogo.

    Unfortunately that site only allows a max 1mb file unless we upgrade to a pro version. I tried a days worth of tickets and it exceeds the 1mb limit. 

    0
  • HDM Contact

    Hey All,

    The easiest way to import to Zendesk is to use Help Desk Migration service.

    You can easily manage:

    • Tickets,
    • Comments,
    • Contacts,
    • Groups,
    • Companies,
    • Agents,
    • Attachments,
    • etc.
    1
  • Lisa S
    • Edited

    Hey guys,

    I've read this thread and this one here https://support.zendesk.com/hc/en-us/articles/203662346 and not entirely sure if what we need is possible.

    We're on Professional plan and we need a ticket data export of specific reports only. The export must contain ticket comments (public or private); is this possible? Full XML report is no longer available to us due to the number of tickets in our platform, however, the report needed contains way fewer than 200,000 tickets.

    Any help as soon as possible would be much appreciated.

    Thanks!
    Lisa 

     

    0
  • Jessie Schutz
    Zendesk team member

    Hi Lisa!

    The full XML export is the only in-product way to get your ticket comments; if that doesn't work for you, you can pull that ticket data out using our API.

    0
  • Lisa S

    Hey Jessie,
    Ok, thanks! Will get some help internally with the API. Can we apply the report/export to specific reports only?
    Thanks,
    Lisa 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Lisa!

    I'm not sure I understand you question...could you clarify for me?

    0
  • Lisa S

    Hey Jess,

    Sure! Can the export option be applied to specific reports only or, if using the API, will it export all reports in our platform?

    Thanks,
    Lisa 

    0
  • Jessie Schutz
    Zendesk team member

    Hey Lisa!

    If you're using the API you should be able to pick and choose which ticket elements you want to export. You can find more information on API endpoints here. 

    0
  • Lisa S

    Hi Jessie,

    Thanks. Can specific reports (not elements within them, you kindly answered that last week - above) be targeted?

    Thanks,
    Lisa 

    0
  • Jessie Schutz
    Zendesk team member

    Hey Lisa!

    I'm not sure I understand what you mean by reports. The ticket export doesn't produce any data reports; it simply exports ticket content into a spreadsheet. So I'm not entirely sure (again, I'm sorry) what information you're looking for.

    0
  • Lisa S

    Hey Jessie!

    So sorry that I'm not being clear. Here's what we need:

    Can we limit the ticket data export to certain reports which we have built? 

    Thanks,
    Lisa

    0
  • Jessie Schutz
    Zendesk team member

    Hi Lisa! I think I finally understand. :)

    No, these exports will not include any reports you've built. The exported files only contain ticket data; there's no other information from Zendesk included beyond that. 

    0
  • Lisa S

    Hey Jessie,

    Thanks so much.
    Lisa 

    0
  • Andrea McMahon

    Hi - I am using the Advanced Search APP and when I download to CSV I am only getting 100 rows of data. Please help!

    1

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