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How do I export a list of users?

Becca
  • Edited
Zendesk team member

Question

I want to get a list of users we have in Zendesk Support. How can I export a list of users?

Answer

There are three options available for you to export a list of users from your account. 

  1. Use the Zendesk Rest API Users endpoint to capture the list of users from your account.
  2. Export users in XML or JSON format. For more information about exporting data from your Support account, see the article: Exporting data to a JSON, CSV, or XML file.
  3. Accounts with the customer lists can export their user list in a CSV file.
  4. There might be a third party alternative that works for your use case in the Zendesk Marketplace.
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25 Comments

  • Jimmy Rufo

    Hi Rebecca,


    This isn't accurate.  Only JSON export is allowed for end user exports.  CSV is just for ticket data.

    -1
  • Jessie Schutz
    Zendesk team member

    Just as a point of clarification, user data and the full data export are both done in XML format, which is detailed in the article Rebecca linked above.

    0
  • Gina
    • Edited

    I was able to find out that only Professional and Enterprise accounts have access to exporting users as XML, but account owner needs to apply for access by writing to support@zendesk.com:
    https://support.zendesk.com/hc/en-us/articles/203662346-Exporting-data-to-a-CSV-or-XML-file-Professional-and-Enterprise-

    Also read the article on how to use the Customer Lists add-on, however, I'd like to see more information about cost/how to get it.

    Thanks!

    0
  • Jessie Schutz
    Zendesk team member

    Hey Gina!

    Your account manager (if you have one) can get you pricing information on Customer Lists. If you don't know who your account manager is, or if you don't have one, you can contact Support and they'll be able to help you out!

    0
  • Gina

    Thanks!

    0
  • Jeffraymon

    Hi. We have professional and the customer list is not an option. I was told the following about an add on I needed.

    o get customer lists add to your account, you'll have to purchase our customer lists+NPS survey add on. The add-on is a starting cost of $250/month and will be $25/agent/month once you reach 10 support agents or above. Let me know if you'd like to add this to your account, I'll have to send over a service order.

    Seems a bit miseading. Am I missing something? Or do I need to pay an extra $250 a month on top of my professional fees for a customer export feature?

    -1
  • Jessie Schutz
    Zendesk team member

    Hey Jeff!

    As you'll see on our pricing page, the Customer Lists feature is a paid add-on for the Professional plan. So the information you were given is correct. 

    We're not really able to answer billing questions here in the Community, so if you have additional questions about this our Support team will be able to help you out in your ticket. :)

    0
  • Nicole Saunders
    Zendesk Community Team

    Hey Jeff -

    You can pull that data out of the Zendesk Rest API via the Users endpoint. I'm working on getting some additional information for you, but hopefully that's a start to get you headed in the right direction. 

     

    -1
  • Yoram Dagan

    Hi

    This is really frustrating.

    I have added a new user field and I want to update all of my users with the correct value.

    The way to do so without write code (I think it is a reasonable request) is to export the user list, edit the values and import. 

     

    Here is where I was pulling hairs from my head:

    • Export for users is available only in XML format and import is available only in CSV format. 
    • Not all of the values are exported. Any field with multiple values such as email, organization which the user might be configured for is not being fully pulled and only one value exists.

    So Actually, if you don't write code or haven't got the time to write code for a one time action such as user maintenance, you are stuck.

     

    No way to update the users with information which were supposed to be used in triggers and reporting...

     

    Thanks

    Yoram

    3
  • Dwight Bussman
    Zendesk team member

    Greetings Yoram,

    It should be possible to perform a JSON export of users. The resultant JSON file should be able to be converted into a CSV file (there are a number of services/websites that can do this), after which you could add values to this field in bulk for re-import.

    There are a few ways to accomplish this same sort of task using an external system as well (Salesforce + bulk-sync within our integration, or having users auth in via SAML which could push custom-field information over from the identity provider), but the JSON export is likely the easiest way to accomplish what you're looking to do.

    Apologies for not having a more graceful way to accomplish this bulk-user updating task. Hopefully this is somewhat helpful!

    0
  • HDM Contact

    You don't need to be a programmer or use complicated scripts to export data from your Zendesk (even User List).

     

    Use this tool to export data to CSV easily and quickly.

    Hope that will help.

     

    -1
  • David Gardel

    You can fully automate the process of mass data exporting from Zendesk with the help of 3rd-party services like Skyvia. It doesn't require any coding knowledge.

    -2
  • Corrado Izzo

    Huge disappointment and huge time waster! After 4 years we're leaving Zendesk because of this.

    Reason? Zendesk is keeping our Customer Data Hostage.

    We're paying 500$ a year and cannot export our customer data???

    We have to use and or pay a third party service to export our data???

    We have to upgrade to a higher account to get access to our data???

    You are hiding an essential feature behind an account upgrade when exporting customer data should be, not only by law a given.

    This hardly is GDPR compliant and most probably Zendesk is in violation of GDPR compliance laws.

    Data needs to be portable and I need to be able to download and export the data you are storing from us on your servers.
     
    This means that you need to enable me to export all the Zendesk related data like:
     
    Customer Emails 
    Customer Messages
    History of Messages
     
    + more
     
    I also need to be able to erase all data you store.
     

     

    0
  • Corrado Izzo
    Exporting our users and customer data should not be such an obstacle run. 
     
    By law and not only because there is a law now you should offer it out of the box.

    Not hide it behind an account upgrade.
    2
  • Dwight Bussman
    Zendesk team member

    Hi Corrado,

    I'm sorry that this limitation of automated exports to higher plan-levels is frustrating. We're not trying to keep your customer data hostage, as all accounts should always have access to all of their customer information through the API at no additional cost. As such, you shouldn't need to upgrade or pay a 3rd party for access to that information. What you'd be paying for in either case is the convenience of having the handling of a large volume of data parsed into the filetype of your choosing. This is one of the incentives of our higher plan-levels, but by no means a requirement to access said information.

    For more information on our GDPR compliance, please see our general article, or more specifically, the article dealing with Support data (to which User information belongs).

    0
  • Sushant Awalekar
    Community Moderator

    Hello All,

    Our Bulk User Export app is now live on the Zendesk app marketplace,which allows you to export user data into various formats like

    CSV

    Excel

    PDF

    Copy User Data 

     

    https://www.zendesk.com/apps/support/bulk-user-export

    Please feel free to try this app.

     

    Regards,

    Sushant

    0
  • Gonchik Tsymzhitov
    • Edited

    Hi Sushant , 

    Thanks for that app sharing.

     

    btw, why zendesk does not provide the same functionality from out of the box?

    UPD: app is stucked on 16k user export :(

    Any other suggestion ?

     

    Cheers,

    Gonchik Tsymzhitov 

     

     

    0
  • Nicole Saunders
    Zendesk Community Team

    Hey Gonchik Tsymzhitov - 

    As stated in the article above, Zendesk does allow some functionality around exporting users ootb for pro and enterprise users, and those on lower plans can pull via the API. 

    As a point of clarification, Sushant is a community moderator but not an employee of Zendesk. 

    Can you tell us more about why you need to export 16k+ users? We may be able to offer a better suggestion if we have more context around what you're trying to accomplish. 

    0
  • Gonchik Tsymzhitov

    Hi Nicole, 

     

    Thanks for answer. 

    I have exported using the API. 

    I did for understand the usage of our instance.

     

    Cheers,

    Gonchik Tsymzhitov

    0
  • Nicole Saunders
    Zendesk Community Team

    Glad to hear you got things sorted, Gonchik. Let us know if you have any additional questions!

    0
  • Au Finh Saechao
    • Edited

    Gonchik Tsymzhitov Nicole Saunders the team and I at Playlist are also working on a free Data Loader app, which should hopefully be available on the marketplace by end of year. App will be 100% GDPR compliant and always free :)

    0
  • HDM Contact
    • Edited

    Gonchik Tsymzhitov, our service allows exporting data from Zendesk to the CSV file.

    Check out this page https://help-desk-migration.com/zendesk-to-csv-migration/

    You choose objects for migration: Tickets, Contacts, Organizations, Groups, etc.

     

    Moreover, there is another app GDPR Compliance https://www.zendesk.com/apps/support/gdpr-compliance/ with the functionlaity you need 

     

    Please, let me know if I can help you in any other way!

    0
  • Angie Culp

    I'm able to get almost all the data I need from our Customer List, EXCEPT for if the User is Suspended or not.  Can I tell that from Customer List? 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Angie Culp,

    There are a couple of ways you can accomplish this. 

    1. It is possible to view suspended users by selecting the Bulk end-user delete option from the people page in your Support account. This will show a list of all end users within your account and will identify if an end user is suspended by displaying a True or False in the Suspended column. You can find more about this process in the following article. 

      How can I view a list of my suspended end users without exporting?

    2. You can search for data in custom user fields and custom organization fields by using the key that identifies the custom field.

      suspended Search for users that are and aren't suspended using true or false.

      To search for suspended users:

      is_suspended:true

      To search for users that aren't suspended:

      is_suspended:false

       
       
      You can find more about this process in the following articles.

      Zendesk Support search reference

      Searching users, groups, and organizations

    Best regards. 

    0
  • Jiri Kanicky
    • Edited

    Export users into CSV

    Export users into JSON in Zendesk -> Admin -> Reports

    Adjust JSON file to make it validated array:

    • add "," add the end of each line, but the last one
    • add "[" at the beginning of the file
    • add "]" at the end of the file

    JSON to CSV:

    I use VS Code with Python and Panda. Here is the simplest code you can use to transform JSON to CSV.

    import pandas as pd

    # read JSON file

    df = pd.read_json('./zd_user_all.json', orient='records')

    # create CSV file

    df.to_csv('zd_user.csv', index = None, header=True)

     

     

    0

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