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

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107 Comments

  • Santhosh Suvarna

    HI,

     

    Whether an agent can be given rights to export json data? If yes where can I find the option?

    Thanks,

    Santhosh Suvarna

     

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  • Nicole S.
    Zendesk Community Team

    Hi Santhosh - 

    Agents in an enterprise account should be able to make API calls; there's not a setting to turn this on or off. 

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  • Andres Figueroa

    After updating a ticket, how long does it go before the CSV export will include the change?

    Thank you for your answer

    Andres

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  • Erika Camille Sundian
    Zendesk Community Team

    Hi Andres Figueroa,

    I tested this on my end, I updated a few tickets and close and reopen my Zendesk support instance on a new browser after couple of minutes to refresh. Then, I exported the tickets via CSV and the changes were already included. 

    Please let me know how you go with this and if you have any further questions, please do not hesitate to respond and I will do my best to help! :)

     

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  • Shane Decker

    Hello folks!

    This question may have already been answered but I wanted to ask anyway. Can I edit what data I'm exporting to a CSV? I only need certain information. 

    Thanks for any help with this question :) 

     

    Shane 

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  • Andrew Soderberg
    Community Moderator

    Shane Decker There is not a way to edit 'pre-export'. You have to edit it after export.

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  • Brandon Tidd
    Community Moderator

    Hi Shane Decker -

    Unfortunately there's not a way to customize the export pre-download, but I would assume you could redact any information once the export is complete using Excel.  Hope this helps!

    Brandon

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  • Shane Decker

    Brandon Tidd Andrew Soderberg Thank you both so much! 

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  • JACQUELINE LEHR

    PJ Muller, thanks so much for posting your help center export code! We'll give it a try.

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  • Kamolchanok Jittrepit

    Can any Export file show Ticket Forms?

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  • Gail L
    Zendesk Community Team

    Hi Kamolchanok,

    The ticket form isn't part of the data being exported in the bulk exports described in this article. It is something that could reported on in Explore, and then you could export that query as an alternative. 

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  • Stephen A Kairys

    Hello,

    I reviewed the instructions for exporting to CSV file but it looks like it exports Help Center items and not Guide Users, which is what we need. And would also be nice to know how to export Organization data.

     

    Also, when I go to MANAGE (under Support), I see no option for REPORTS. Do I need to enable (I have admin privileges).

     

    Thanks.

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  • Jeff Nicholson

    Folks -- I feel like I'm missing something here. All I am trying to do is get an export of our 5K+ organizations currently in our Zendesk tenant. Since we need it to contain our custom fields, the XML export is not an option since it does not provide any custom fields. And so I've been told that we have do use the JSON export instead. 

    When you do that, there are fields for a date range. When I cleared them and ran the export, I see the date range was set to one month. We are looking for a file containing ALL of our organizations, so date ranges don't apply here. There is no date dimension to this query. 

    We are not an API customer - we use ZD off the shelf. So the API options are not viable. But I am becoming shocked at how difficult ZD has made this - we are merely looking for a file containing our organizations that contains the custom fields. How do we accomplish this?

     

     

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  • Dan Ross
    Community Moderator

    Hey Jeff. If you just need a CSV of the org and and custom fields, you might be able to get that out of Explore and export as a CSV. I'm fairly certain custom fields for orgs are supported.

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  • Amy Dee
    Zendesk team member

    Hi Jeff! You should be able to export the full list of organizations in JSON format. If you clear both date fields, it should include everything from the beginning of the account. The only exception is the JSON tickets export when you have more than 1 million tickets.

    After you submit an export request, it automatically refreshes the page. That resets the fields to the default export, which is 30 days of ticket data. The new export won't show up in the recent exports section until it's finished processing either, which may take some time. That may have caused some confusion before. I'll pass your feedback on to our product team, so they can make that page clearer.

    Fortunately, the UI behavior shouldn't change the export itself. You should have received a complete file after it was finished processing.

    I hope this helps!

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  • Jeff Nicholson

    Thanks Dan/Amy -- Went back and forth with Dwight Bussman today in your support group. What I pointed out and what he agreed with is that the date range fields are not clearly labeled as to what they represent. He had to test it himself to be sure, and confirmed that the date represents the date the record was updated last. 

    But when you're pulling a full organization list, there is no relevant date parameter other than perhaps create date, and last updated is certainly not useful. In what ended up being a very clumsy operation, Dwight gave me the date we became a ZD customer and said to use that as the backstop date. 

    In the end, I was able to get the JSON file. But the hassles continued as that file has to be converted to Excel. But Excel for Mac does not have the ability to convert JSONs - only Windows version. 

    We did ultimately get the file into Excel, but the whole process was a hassle. By comparison, I admin Salesforce and Zuora and could get a 100K row account CSV from either in under 2 minutes. There is something fundamentally dysfunctional about your reporting capabilities that I hope you will invest in and improve.

    Ex: I can get a CSV export, but only for tickets. I can get an XML export, but it does not contain custom fields. To export a JSON file of our organizations, I have to determine our Customer Since date with you and use that in an unlabeled date range. And so on. 

    With respect, your current reporting functionality leaves much to be desired. 

     

     

     

     

     

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  • Nicole S.
    Zendesk Community Team

    Hey Jeff -

    I'm glad you were able to get some assistance, and that you got to connect with Dwight. He is super knowledgeable.

    Thanks for your feedback; we definitely understand this pain point and will make sure to communicate it to the product team as well.

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