What are my ticket export options?

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38 Comments

  • HDM Contact
    Comment actions Permalink

    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
  • Jennifer Rowe
    Comment actions Permalink

    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
  • Brett - Community Manager
    Comment actions Permalink

    Hey Joel,

    Our Customer Advocacy team will need to enable this on your account to give you access. I'm going to create a ticket on your behalf to get this taken care of.

    Cheers!

    1
  • Jessie Schutz
    Comment actions Permalink

    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
  • Cristina Corui
    Comment actions Permalink

    Hi Nicole!

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

    0
  • Nicole - Community Manager
    Comment actions Permalink

    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
  • Mayda Saldana
    Comment actions Permalink

    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
  • Lisa S
    Comment actions Permalink

    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
  • hello
    Comment actions Permalink

    Hi!

    Our app dont use the in-app zendesk service, instead, we just use zendesk to collect the tickets by api. So when i use the report, i cannot export any details of the tickets but only the number of the certain tag.

    what i would like is that, i can export the description of the tickets sending by users based on each tag. plz help me and this will increase our efficiency a lot! thanks! 

    0
  • Jessie Schutz
    Comment actions Permalink

    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
  • Jessie Schutz
    Comment actions Permalink

    Hi Lisa!

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

    0
  • Nicole - Community Manager
    Comment actions Permalink

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

    0
  • Sean McPartlin
    Comment actions Permalink

    we exported data using CSV.  we though that would be the simplest way to load tix into a MS SQL database for historical review.  However, we noticed the attachments are missing from the CSV export.      

    What if we did XML export?  Would attachments be in the XML file?  

    What are our options to export the attachments and keep them in order with each ticket?

    0
  • Jessie Schutz
    Comment actions Permalink

    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
  • Jessie Schutz
    Comment actions Permalink

    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
  • Andrea McMahon
    Comment actions Permalink

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

    0
  • Joseph May
    Comment actions Permalink

    Hi there-

    As the article mentions, you can export ticket data using our REST APIs; depending on your plan type you can also create a view based on conditions you define and export that.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    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
  • Phill Ramey
    Comment actions Permalink

    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
  • Jessie Schutz
    Comment actions Permalink

    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
    Comment actions Permalink

    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
  • Nicole - Community Manager
    Comment actions Permalink

    @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
  • Darren Taylor
    Comment actions Permalink

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

    0
  • Diogo Maciel
    Comment actions Permalink

    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
  • Nicole Tinti
    Comment actions Permalink

    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
  • Cristina Corui
    Comment actions Permalink

    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
  • Joel Munson
    Comment actions Permalink

    I am on the Plus plan and this option is not available.

    0
  • Lisa S
    Comment actions Permalink

    Hey Jessie,

    Thanks so much.
    Lisa 

    0
  • Lisa S
    Comment actions Permalink

    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
  • Lisa S
    Comment actions Permalink

    Hi Jessie,

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

    Thanks,
    Lisa 

    0

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