Exporting data to a JSON, CSV, or XML file

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127 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 Saunders
    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 Saunders
    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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  • Yevgen Lasman

    I have exported tickets data into JSON using UI and set start date 1/1/2019. Now I am looking at the export result and see that the very first record "created_at" is from 2017-something. Can someone clarify how exactly the data range is being used in the UI export?

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  • Pedro Reis

    The satisfaction score is included on the export, but not the rating date, any chance this can be included? Or Am I missing something?

    Is it possible to extract a .csv with that information from explorer?

    Also, custom fields are exported via .CSV and that's great.

     

     

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  • Eric Gao
    Zendesk Team Member

    Hi Yevgen,

    The JSON export uses the last updated timestamp rather than the ticket creation timestamp. This means that it's pulling all tickets that have been updated since 1/1/2019 and hence it's possible for you to see tickets that were created prior to that date.

    This is mentioned in the "Understanding the data export options" section as well: https://support.zendesk.com/hc/en-us/articles/203662346-Exporting-data-to-a-JSON-CSV-or-XML-file#topic_lnw_tfb_sfb

    Warm Regards,
    Eric

    Eric G. Gao | Technical Support Architect | Zendesk

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  • Scott Franke

    Hi,

    I'll admit I didn't look for my question/answer through all of the comments but I did look through a lot.

    Using the JSON user export, is it possible to get all of the users' identities or only the primary? In my case email address. If I want all of the email addresses, do I need to use the Rest APIs? I don't see the non-primary emails anywhere in the export.

     

    - Scott

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  • pstrauss

    Is there any way to export Public Replies and Internal Notes from all of our tickets? We want to do a pattern analysis of the content in free-form text to see if there are patterns of specific words or needs that come up frequently in our tickets.

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  • Brandon Tidd
    Community Moderator

    Hi pstrauss - 

    You should be able to do this through the Ticket Comments API.

    Alternatively, there are a few apps in the marketplace that can handle this, such as this one.

    Hope this helps!

    Brandon

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  • Amy Dee
    Zendesk Team Member

    Hi pstrauss! The Tickets JSON export described in this article also includes ticket comments. Each comment includes its full text and whether it's public or private. It's very similar to the information you'd get from the Ticket Comments API.

    Since tickets and comments can get quite large, I usually recommend smaller JSON exports. You can use the date range tools to limit the size for each file. You'll also need to use a text editor to adjust the formatting slightly, so the file as a whole can be viewed as JSON. (Each exported ticket has proper JSON formatting, but they aren't grouped together in the file.)

    If the Tickets JSON export doesn't quite meet your needs, then the marketplace apps and API endpoint Brandon provided could give you more options.

    I hope this helps!

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  • pstrauss

    Thanks Amy Dee and Brandon Tidd - this is very helpful. I'll go ahead and request that exports be activated on our account and see if the JSON file works for us before diving into the API or 3rd-party app approach.

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  • Tom Mililli

    I have the pro plan (sell and support) and new to zendesk. I would like to backup the data from both sell and support daily at a min.

    From what I have read thus far, the only way to achieve a "backup" is by exporting the data? If this is correct, can the export be automated. If so, please provide guidance and assistance.

    On the other hand, if this isn't the only way, please advise on all alternative methods

    Thanks

     

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  • Pakpoom Poolnaphol
     

    For Full JSON export, what's the From and To date condition? Is it used to filter by "created_at" or "updated_at" or anything else? I want to export the ticket which are created in the specific period but the result I get from the json is not what I expect.

     
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  • Amy Dee
    Zendesk Team Member

    Pakpoom Poolnaphol - The date range filter is based on the "generated" timestamp. It's the most recent update of any kind, which may not match a ticket's "created_at" or "updated_at" timestamp. It follows the same behavior as time-based incremental API calls. We have more information here: Excluding system-updated tickets.

     

    Tom Mililli - There are export tools in the UI that would allow you to back up your data. The article above describes the options in Support, and this article describes the options for Sell: Exporting data from Zendesk Sell. These are manual options, though. You can't automate the system export tools.

    If you want to set up an automated export, you'd need to look into the API. On the Support side, I recommend the Incremental API. That allows you to pull all records that have been updated since the starting point (using the "generated" timestamp I mentioned before). On the Sell side, you could check the Sync or Firehose options in Sell's API documentation.

    I hope this helps!

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  • Jonathan Molina

    Hi all, 

    I'm trying to export the Group name assigned to the Organizations on our support account, but in the JSON export the group is shown as an ID rather than the name. 

    Also this information does not appear in Explore, because it shows the current group assigned to a ticket, but not the general group. I'm talking about the field shown in green in the screenshot.

    Aybody knows how to export that data for all of our organizations?

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  • Amy Dee
    Zendesk Team Member

    Hi Jonathan Molina! You are correct; that property isn't available in Explore at this time. The JSON export is probably the best resource for finding the groups associated with organizations.

    Since the JSON export returns an ID rather than a name, you'll need a second resource to connect names with IDs. I recommend the List Groups API. It's a relatively simple GET call to https://SUBDOMAIN.zendesk.com/api/v2/groups (you can even access it in a browser as long as you're logged into your account).

    The List Groups API includes each group's ID and name, so you can use it as a reference. 

    I hope this helps!

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