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

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83 Comments

  • Phill Ramey
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    Hi All,

    I wanted to share some work that our team has done that is related to the export/report area.

    We recently created a free Zendesk Support app to help managers 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 helps any folks on this thread and what would make it more useful. You can install it here: https://www.zendesk.com/apps/support/google-sheets-by-azuqua/

    Best,

    Phill

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  • Anthony Williamson
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    Hi All

    We currently have two incidents of Zendesk in Hub and Spoke and looking to merge this into one site with 2 Brands (and bring on 2 new brands). I am investigating this as an option to bring over history. I noticed that one of my two sites has CSV and XML while the other also includes full JSON export...

    What is the difference and why is one site different than the other. I suspect given my situation, I may want full JSON from what I have been trying to read in the API.

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  • Diogo Maciel
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    Hi Anthony!

     

    JSON is available for accounts with a bigger volume of data. For smaller accounts you can export as XML and convert to Json using one of the free tools available online

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  • Diogo Maciel
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    One quick search returned the below, but there are others that you can check

     

    https://www.oxygenxml.com/doc/versions/19.1/ug-editor/topics/convert-XML-to-JSON-x-tools.html

     

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  • Lisa S
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    Hello,

     

    Is it possible to export simply the list of custom reports from an instance?

     

    Thanks,

    Lisa 

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  • Nicole - Community Manager
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    Hi Lisa, 

    Just want to make sure I understand correctly, you're looking to export a list of the custom reports you have set up in Insights, is that correct? 

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  • Lisa S
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    Hey Nicole,

    Exactly this, yes.

    Thanks!

    Lisa 

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  • Nicole - Community Manager
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    Hey Lisa - 

    Are you an Admin or Owner of the account? It sounds like those are the only folks who may be able to pull this sort of report.

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  • Lisa S
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    Hey Nicole, yep I'm an admin of one of our accounts.

    Thanks,

    Lisa 

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  • Nicole - Community Manager
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    Okay, great. I hate to switch channels on you, but one of our Customer Advocates recommended pulling you into a ticket so that they can dig into this in more detail that's specific for your account. Look for an email from me shortly! 

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  • Adriana Ramos
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    Hi Jessie - I've clicked the "export CSV" button to export all the tickets and their respective email addresses. Where/how can I check the status of my export? Thank you!

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  • Nate Legakis
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    Has anyone else noticed that some ticket subject lines randomly get truncated when you export views?  For example one subject line with have 8 or nine words and then three dots ...  And, another subject line will have 23 or so words and no dots.  It would be if we could figure out a way to not have the subject line get truncated.

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  • Jessie Schutz
    Comment actions Permalink

    Hi Nate!

    I'm not sure what might be causing this...I'm going to see if I can find someone to help you out!

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  • Amy Dee
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    Hi Nate! This is most likely due to a change in the subject field's length limit.

    Prior to April 2017, the subject field was limited to 150 characters. In April, that limit was increased to 255 characters. The shorter subjects with "..." at the end are most likely from older tickets.

    I hope this helps! Have a great day!

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  • Chris Booth
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    Is it possible for end users to export a report (csv) of their own open issues?

     

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  • Heather R
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    @Chris,

    Not that I'm aware of but that's a great idea! I suggest you add that to the Feature Request area.

    Currently I have reports for each of my customers (they are separated by Organizations) which I have configured to send out auto-emails weekly or monthly depending on their preferences.

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  • Steve Filer
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    Heather, 

    Interested to know how you auto-email Reports to End Users? I thought they could only be scheduled to go to Agents.

     

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  • Bruce Van Buren
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    Useless.  Need to do an XML export as we have done for the past year.  Now, surprise.  it is no longer supported.  So you switched to JSON but the docs only talk about XML. 

    Click here for more unspported features.

     really?

     

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  • Bruce Van Buren
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    Oye...

    And the JSON export does not export valid JSON.  It exports lines of JSON snipits. 

    {"url":http..,"id":1...} /n

    {"url":http..,"id":2...} /n

    when it should be :

    {data:[

     {"url":http..,"id":1...},

    {"url":http..,"id":2...}

    ]}

    So XML is gone, now you have to write a parser to fix the JSON that is exported.   Remove something that works and replace it with something broken.  

    ugg......

     

     

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  • Heather R
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    @ Steve Filer - you said:

     

    Interested to know how you auto-email Reports to End Users? I thought they could only be scheduled to go to Agents.

    A: I thought so too! And then I discovered that if you go to Reporting --> Insights --> click "Good data" on the top right ---> click "schedule this" (time clock icon) on the Good Data top right and just click "Add recipients" halfway down the popup. Enter any email addresses you need!

    The catch: If you need to modify this, you have to CANCEL the whole job and start over. But hey, it's better than not being able to do it at all!

    Hope this helps.

    -Heather

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  • Steve Filer
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    Thanks Heather. Got it! So as long as your Report is on a Dashboard it can be emailed to anyone. I always used the 'Schedule New Email' from within GoodData Zendesk Analytics to select a specific Report, where you are restricted to only Agents. 

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  • Prasanth sai Shiramshetti
    Comment actions Permalink

    Hi Team,

    Is it possible to export tickets which should include First Comment of the ticket. Please find the attached screen shot for better understanding. 

    Thank you


    Prasanth Sai. 

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  • Amanda Oka
    Comment actions Permalink

    Hello @Prasanth Sal.

    I like to use the Advanced_Search app from the Marketplace.  You can add your search criteria and select the output you want, there's a checkbox for 'Description', that's the one you want to return the first comment. :) Then there's the option to export to a CSV file.

    Hope this helps!

    Amanda

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  • Prasanth sai Shiramshetti
    Comment actions Permalink

    Thank you Amanda !

    Can you tell me when this feature has been added?

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  • Amanda Oka
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    I'm not sure when it came about, but it's currently available.  Here's the link to the app: https://www.zendesk.com/apps/support/advanced-search/?source=app_directory

    :) 

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  • Mayda Saldana
    Comment actions Permalink

    Hello! Unsure if you've heard about Onna, but it lets you collect/export tickets and attachments from Zendesk for search, e-discovery, and legal hold. Here's their how-to article for more info: https://intercom.help/onna/current-integrations/how-to-collect-from-zendesk

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  • Peter
    Comment actions Permalink

    Hi all,

    we have the same problem as described above by Bruce Van Buren. The JSON export is the only comprehensive export available but the downloadable file is useless because the format is broken. Zendesk support is not really helping but directing us to the forum, great.

    To get what we require, either Zendesk needs to provide a scheme file to parse JSON correctly or we need to write a parser to fix for the broken CSV format by ourselves.

    Anyone having similar problems / requirements?

    Is Zendesk capable of providing a scheme file?

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  • Mayda Saldana
    Comment actions Permalink

    Hi Peter,

    Have you checked out Onna? They integrate with Zendesk and lets you export in csv, dat or txt files. If you need more info, feel free to contact me at mayda@onna.com

     

    Mayda

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  • John Grenz
    Comment actions Permalink

    Hey, unless something has changed, we've been using the full .json file download for Users and then just parsing it out in Excel.  Here is a quick guide we put together for our internal teams to use for our Security Account Audits.  It may not be exact instructions, but a saavy Excel person may understand pretty easily or adjust where needed.  Hope this may help.

    Zendesk Main JSON User file to Excel

    Reference this as a close example, https://www.youtube.com/watch?v=CjnsX81qWUg

    Use main Reports > JSON User file (which is JSONL file)

    Rename extension to .txt to Import as Text file

    Open a new Excel > Go to Data > New Query (under Get & Transform) > From File > From Text > choose file, click Import > make sure only 1 Column of data shows up, might have to change delimiter (changing to “Tab” should work) > click Load

    Go to Query tab > Edit Query > Transform tab > Parse > JSON


    Click the icon top right of Column 1 > choose the columns you want for the table, then click OK

    Go to the “user_fields” column and click the icon to select the user fields you want to include, then click OK.

    Go to Home tab > click Close & Load > wait for query to finish running > Then Select All, then copy/paste to replace Agent-Admin data in master spreadsheet (Zendesk-Prod-Agents-Admins.xlsx) so then you just have the data and not connected to a query tab, and can probably close this query spreadsheet at this point.  Then just perform normal Spreadsheet cleanup stuff, rename column headers if needed, set filters, sort out data like keep only Agents-Admins and remove all end-user records, remove records that are Zendesk Inactive.


    Master Spreadsheet (Zendesk-Prod-Agents-Admins.xlsx):

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  • NZ IT Flip IT
    Comment actions Permalink

    Hi there,

    I've performed Full JSON Export for users just today. After importing data into local database I found that 248 records out of 101126 are missing! I probably wouldn't even notice, if not for my own admin record that was missing too!

    Could anybody suggest why those records could've been omitted from JSON download, and if there's any quick and reliable way to cross-check and fix the data?

    Very soon I'm going to export Tickets and Comments data and import it into local database, and I hate to think that many records may go missing, unnoticed.

     

    Regards.

     

    UPDATE: Several hours later I re-tried Full JSON User export. This time I got bigger file that includes all missing user records. I guess I'll need to do the same with Tickets file, at least to make sure its size doesn't change over time.

     

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