Can I export a select group of tickets to a CSV file?

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15 Comments

  • Ben Weeks

    Hi Kayla, is there a way to get these CSV exports to be emailed automatically on a daily/weekly basis?
    Would like to configure these to be sent to a specified email address on a recurring basis.

    Thank you!

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  • Brett Bowser
    Zendesk Community Team

    Hey Ben,

    There's no way to set up these views to automatically be emailed on a daily/weekly basis.

    What sort of information are you looking to export from a ticket? You could maybe set up an Insights/Explore report that will automatically email out at the end of the week, however, that may not get you all the ticket data you're looking for such as comments.

    Any additional information you can provide is greatly appreciated.

    Thanks!

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  • Ben Weeks

    Brett Bowser

    Hi Brett, thanks for the reply!

    What our executive team requested was the reports from a particular view, which can be exported from the view manually as CSV (which is sent by email with a link to download)  to just come in on a daily/weekly basis without going in and exporting.
    They only want the information found in the simple CSV export, which would be ticket view info such as location, ID#, requester, assignee, etc.

    The image below is the information from the reports they would like to capture in CSV/Excel and have sent recurring:

    Explore offers a very robust set of data, which really exceeds the high level snapshot they are after, which are number of tickets, assignee, and ID# or link back to issue to get full details.

    I was playing with explore to get the bare-bones data and got pretty tangled in the weeds the first go round. 
    Lol, also tried to have the Explore reports sent to an email address and couldn't find the options to do so...saw no option to send to an email address, just to queues that already exist..and when I tried that, I never saw where they were sent.

    Thanks for the help!

    Ben


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  • Brett Bowser
    Zendesk Community Team

    Hey Ben,

    Thanks for the additional information!

    If you're trying to share Explore reports with users outside of Zendesk, this is currently in Early Access at this time. If you're interested in this feature, check out our Dashboard sharing outside of Zendesk topic which I've linked for you.

    As for automatically emailing view exports, I wasn't able to track down an alternative solution for you at this time.

    Let me know if you have any other questions for me :)

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  • Ben Weeks

    Hi Brett,

    Thanks for the quick reply. Everyone I'm trying to send a report to exists in Zendesk, as an agent already. Do they need to be an admin? Actually, I tried sending to myself, and it couldn't locate my email address, the screenshot above was me searching for my own name, as an admin.

    Thanks!

    Ben

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  • Joel

    How can I get an export with a complete ticket Subject?

    My current export truncates the ticket Subject information to a few words and I need the CSV to have the complete information.

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  • Dan Ross
    Community Moderator

    Hey Joel, 

    What is it you're trying to do with the export and how are you exporting it today? Maybe there's a way to get you what you need without needing to export and parse the data?

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  • Mary

    I have a similar question to Joel! We've queried and exported relevant tickets for another team that is interested in qualitative feedback, but the content is limited to the first line. Is there a way to export complete ticket content? We have tags and problem types that provide helpful context but full comments are more useful in this case.

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  • Joel

    Hey Dan, 

    I have an internal review with a specific customer that wants to read a full information for what they have sent to us and the export isn’t helpful as it truncates the information 

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  • Brett Bowser
    Zendesk Community Team

    @Joel

    If the CSV export doesn't get you all the information you're looking for, it may be worth taking a look at the My Activities feature available in Guide Professional. End-users can track their individual requests directly from the Help Center which may be exactly what you're looking for.

    More information in the following article: Submitting and tracking requests in the Help Center Customer Portal (Guide Professional and Enterprise)

    @Mary the CSV won't be able to give you this information, however, you may be able to pull this data into a JSON or XML file. More information here: Exporting data to a JSON, CSV, or XML file (Professional and Enterprise)

    I hope this points you in the right direction!

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  • Ron Jacobovitz

    Has anyone experienced a situation where the CSV does not come to your email? I clicked on export and the system does nothing. Please assist.

     

    Thanks,

    Ron Jacobovitz

    Pinterest, Inc.

    --

    This post has been edited by the Zendesk Community Team: email address redacted to protect privacy. 

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  • Erika Camille Sundian
    Zendesk Community Team

    Hello Ron Jacobovitz,

    I understand that you were reporting an issue about a CSV file export that you did not receive.

    Can you please make sure that it is not in your Spam/Junk Mail folder or being filtered by any email rules? There might be some occasional export delays due to the big amount of export requests submitted at the same time frame by multiple customers or due to the size of the export file.

    Please note that export can only be downloaded within 3 days from the day it was exported. Can you test again if you're able to receive it this time, if not, please record the timestamp and let us know by raising a ticket with our Support folks to take a closer look into this on your behalf.

    Let us know if you have other questions! :) 

     

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  • Jeff Benjamin

    So there is no way to export all the data for tickets (including conversations) if I do not have professional or enterprise?

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  • Brett Bowser
    Zendesk Community Team

    Hey Jeff,

    You should be able to do so using the Support API. There may also be an app in our app marketplace that can accomplish what you're looking for as well.

    I hope this helps!

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  • Elijah Stownton

    Hi Kayla,
    You can easily export only necessary tickets to a CSV file with the help of Skyvia. To select a group of tickets you need to create a filter. Once creating an export package, you can set up a schedule to automate this process.

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