Exporting data to a CSV or XML file (Professional and Enterprise) Follow

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When data export is enabled, you can export data as an activity report to a CSV or XML file.

Important: If you are on Professional or Enterprise and want to enable this option, your account owner can email support@zendesk.com. 

You must be an administrator on Professional or Enterprise to export data to CSV or XML.

You can request and download each of the following data reports once every 24 hours:
  • Ticket data (excluding the description and ticket comments) in CSV format,  once every 24 hours.
  • User data in XML format, once every 24 hours. The file includes:
    • Groups, which is detailed information about your groups
    • Organizations, which is detailed information about your organizations
    • Users, which is the list of all your users (end-users, agents, and administrators).
  • Full data export in XML format, once every 24 hours. The file includes:
    • Accounts, which is all the settings for your account
    • Categories, which is detailed information about your Help Center categories
    • Groups, which is detailed information about your groups
    • Organizations, which is detailed information about your organizations
    • Posts, which are end-user contributions in your Help Center
    • Tickets, which are all the details (including comments) for all tickets
    • Users, which is the list of all your users (end-users, agents, and administrators).
Note: To export a view, see Exporting a view to a CSV file.

Enabling and disabling data export

To protect the data in your Zendesk, data export is not automatically enabled in all accounts. If you do not have this feature, contact support@zendesk.com to activate it. You must be on Professional or Enterprise.

When data export is enabled, administrators in a specific email domain can export data from your Zendesk. This email domain is usually the same email domain as your Zendesk Support. The account owner's email domain is used as the default, but you can change the domain if necessary.

To enable data export in your Zendesk
  • Email support@zendesk.com. Be sure to include your Zendesk Support subdomain name.
To change the email domain for admins to export data
  1. Click the Admin icon () in the sidebar, then select Manage > Reports.
  2. Click the Export tab.

    You will not see this option unless you are on Professional or Enterprise and contacted us to enable data export.

  3. In Approved email domain, enter your email domain.

    For example, mycompany.com.

    Note: If you do not put any value in this field, the ability to export data will not be limited to admins in a specific domain. In that case, any Zendesk Support admin will be able to export data, regardless of their email domain.
  4. Click Save.
To disable CSV exports for data
  1. Click the Admin icon () in the sidebar, then select Manage > Reports.
  2. Click the Export tab.
  3. Click Disable exports.
  4. Click Ok to confirm.

Exporting your data to a downloadable file

You can export data to a CSV or XML file to get a snapshot of the data at the moment you select that option. You can export ticket data (CSV), user data (XML), or a full data export (XML).

When you request a file, a build starts and you are notified via email when it's complete. You can download a zip file containing the data report(s). The download link is valid for at least 3 days.

Note: These XML files contain the same data that you can access with the Zendesk API. For example, the data in the Users report is the same XML data that would be returned using the GET command to access user data with the API. See Zendesk REST API: Users.
To export data to downloadable CSV or XML files
  1. Click the Admin icon () in the sidebar, then select Manage > Reports.
  2. Click the Export tab.
  3. Click Request file beside one of the export options.
    • CSV export for ticket data (without the descriptions and comments). See the table below for more details.
    • Full XML export for full data export, including ticket data (with comments), user data, and account data.
      Note: We are slowly rolling out a JSON export option to replace the XML export option. Accounts with more than 200,000 archived tickets should not use the XML export. You can contact support@zendesk.com to request JSON export, if you need it.
    • User XML export for user data.

    A build is started and you are notified via email when it's complete.

  4. Click the link in your email notification to download a zip file containing the report.

    The download link is valid for at least 3 days.

The ticket data in the CSV export includes the following:

Data Description
ID The ticket number.
Requester The name of the requester.
Requester ID The requester's ID number.
Requester external id The ID from an external system. Optional for accounts that have enabled Professional or Enterprise single sign-on using JWT or SAML.
Requester email The requester's primary email address.
Requester domain The email domain of the requester's primary email address.
Submitter The name of the initial submitter. The requester's name is displayed if the requester submitted the ticket. If an agent submitted the ticket on behalf of the requester, the agent's name is used. If requester is changed, the submitter does not change.
Assignee The assignee at the time of export.
Group The group at the time of export.
Subject The subject of the ticket.
Tags The tags added to the ticket at time of export.
Status The status at time of export
Priority Priority at the time of export.
Via The ticket channel from which the ticket originated.
Ticket type The type at the time of export.
Created at The original creation time and date.
Updated at The time and date of the most recent update.
Assigned at The time and date of the most recent agent assignment (i.e. the time it was assigned to the current assignee).
Organization The organization of current requester (if any).
Due date The due date at the time of export.
Initially assigned at The time and date of first assignment to an agent (not to a group).
Solved at The time and date of the final or most recent change to solved status.
Resolution time The final or most recent resolution time in hours, rounded to the nearest whole hour.
Satisfaction Score The current satisfaction rating status (Not Offered, Offered, Good or Bad).
Group stations The number of group assignment changes made. The initial assignment upon ticket creation also counts as a station.
Assignee stations The number of agent assignment changes made. The initial assignment upon ticket creation also counts as a station.
Reopens The number of times a ticket has been changed from Solved to Open (whether by agent or end-user).
Replies The number of public agent comments on a ticket (not end-users comments or private comments).
First reply time in minutes The time between ticket creation time and the timestamp of the first public agent comment, displayed in minutes.
First reply time in minutes within business hours Same as above, but only time that elapses during listed business hours is counted.
First resolution time in minutes The time between ticket creation time and the timestamp of the first change of status to solved, displayed in minutes.
First resolution time in minutes within business hours Same as above, but only time that elapses during listed business hours is counted.
Full resolution time in minutes The time between ticket creation time and the timestamp of the final or most recent change of status to solved, displayed in minutes.
Full resolution time in minutes within business hours Same as above, but only time that elapses during listed business hours is counted.
Agent wait time in minutes The total time spent in the Pending status, displayed in minutes.
Agent wait time in minutes within business hours Same as above, but only time that elapses during listed business hours is counted.
Requester wait time in minutes The combined total time spent in the New and Open statuses. If the ticket is reopened after being solved, time spent in Solved status is counted as well. Time after final change to Solved status is not included.
Requester wait time in minutes within business hours Same as above, but only time that elapses during listed business hours is counted.
On hold time in minutes The total time spent in the On-hold status, displayed in minutes.
On hold time in minutes within business hours Same as above, but only time that elapses during listed business hours is counted.

 

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Comments

  • 1

    Hey guys,

    All I want to do is query all stories associated with a specific tag and export those - is this not possible?

    --Nathan

    Edited by Nathan Swain
  • 0

    Hi there!

    You can't pick and choose what information to export using the native export feature in Zendesk, but if you only need certain things, you can retrieve it using our API: https://developer.zendesk.com/rest_api/docs/core/introduction

    Please let me know if you have any other questions!

  • 0
    Maybe not 100% relevant, but could be interesting for some other members here. If you want to export the help center there is no ready made solution yet. You need to use the API and that can be challenging for many, luckily I already went through the effort so that others don't need to reinvent the wheel. Check out https://github.com/pjmuller/zendesk-helpcenter-export It exports all of your categories, sections, articles and even attachments in a nested folder structure. Enjoy! :)
  • 0

    Are custom fields included in the ticket export file?

  • 0

    Is there a way to go backwards and grab everything which has been previously done before the exporting was enabled?

  • 0

    Does the full XML export also pull out the attachments in tickets? Almost all of our tickets have attachments in them (Office documents or image files), and I am looking at exporting for our records management requirements.

  • 0

    Hey Deborah! The XML export does not pull out attachments.

  • 0

    Quick, important piece of information I neglected to mention...

    The file will include URLs to the attachments. It just doesn't download the attachments themselves.

  • 0

    Is there a way to have this export pull the suspended tickets? We need to have our marketing team review the hard bounces and the Suspended tickets UI is pretty brutal for searching. Being able to get it into a csv/xml/anything else would be much more efficient. 

    I'm really hoping this isn't yet another 'hire a developer to do it with the API' situation and that I'm just missing something obvious...

     

     

     

     

  • 0

    @Dan - Sadly you are correct in this case. The only way to get at your suspended tickets other than via the suspended tickets view is via API. The List Suspended Tickets endpoint is just a GET request so you can fire it off from your browser if you're logged into Zendesk. The output will be in JSON format instead of a csv or XML. That's going to be your best option at the moment.

  • 2

    Any way we can see the actual content of the tickets? Without it, this feature is almost useless for all my use cases.

  • 0

    Hey Daniel!

    You would be able to export that information using our API.

  • 0

    Is their a way to export the he ticket attachments in addition to the ticket comments?

  • 0

    Hi Agron,

    This data export method does not export attachments, but you can get them by using the Zendesk API. The show attachment call will give you the attachment URLs. Hope this helps!

  • 0

    We have got enabled data export feature on our zendesk. With this feature, we were aiming to export zendesk data to our other department for relevant data analysis but porblem we are facing is, it is exporting all the custom fields but it is not exporting date type custom fields and a multiple line text custom field in particular and this is completely defeating the purpose of having this export feature. Can you please let me know if it is like that or am I missing anything here  ??  Thanks

  • 0

    We're looking at a weekly export of our feedback tickets (tagged) with comments to circulate with our non-Zendesk users in the business. Can you point me in the direction of the API documentation that would explain how to do that? Cant find any apps to do this neatly and I need to get our dev team to build something.

    Thanks.

  • 0

    any suggestions on what to do with my newly exported XML user list? I would like to see a list of the users that i can perhaps even put into excel and filter, but what i have now is quite overwhelming, to say the least....

    What is usually done with these exports?

  • 0

    Hey David!

    You should be able to import your XML file into Excel - you just need to do an XML Data Import, instead of opening it like a normal .xls file. If I understand it correctly (I've not tried it myself), Excel should take care of converting the file for you. Then you can manipulate it like any other Excel doc.

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