Question
Why do I see Download failed when trying to export a query in Zendesk Explore?
Answer
The Download failed error occurs when exporting a large size query. Upon exporting your query as an Excel or CSV file, the export service reloads the query in the backend to extract the raw data. If the query contains a large amount of data it will cause the export service to timeout during the process and result in a failure.
Note: The Explore query builder has a greater timeout limit than the export service. This means that queries could be successfully loaded in the query builder, but still timeout during the exporting process.
This can be resolved by narrowing down the scope of the query, such as adding a date filter over a smaller timespan or filtering on additional attributes.
12 Comments
But can you at least show a relevant error message here? A lot of clients try to export lists of tickets and hitting Explore limit here is very easy now.
Also, people still compare Explore to Insights, where long lists are processed in no time.
Hello Ontec LLC (EMEA Reseller),
I can understand the frustration when running into this issue and the messaging being lack than what you would prefer when it comes it hitting the Explore limit. I would recommend sharing this feedback on our Explore product feedback forum so our developers can consider it for future updates.
Best regards.
Can you quantify what a large amount of data means? Are we talking how many rows are in a query here?
Hello Amanda Gunn,
To clarify a bit on what "Large size" pertains to, there's not an exact/finite threshold. This can be attributed to factors like the number of columns, the types of queried data, etc.
Best regards.
Hi
So why make queries like they are? I don't understand the use of having a graph if you can't export it? Is it possible to export the query as a chart/graph some other way? I presume only using dashboards, but that is not perfect looking
Thanks
Zara
Hi Zara Roddis,
Thank you for reaching out! I will be sure to pass along your feedback that you were having some difficultly with this feature. I have included some resources below that should address your question and point you towards where to leave any relevant feedback:
I hope this helps! Please do not hesitate to reach back out.
Team,
Wanted to download monthly RAW data and which is around 70K emails but every time I am getting "Narrow down your query". In insight, I can easily download the raw data without any problem but how to download the same in Explore.
Hi Play Games24x7 Pvt. Ltd.
The bad news is that this is a known limitation of Explore, but the good news is that there is an Early Access Program (EAP) that you can sign up for that should solve this for you. More details can be found here.
Hope this helps!
Brandon
I get that this is a known limitation of Explore, but for a system that is meant to be able to handle thousands of bits of data, it's a HUGE limitation.
All I want to do is be able to export queries so I can have the graph which I have put time and effort into (maybe even for the graph to be interactive), but right now all I can do is crop it on Paint, which seems like a massive loss.
This is somehow frustrating given that we highly depends on reporting. Insights is much better given it can hold thousands of attributes/values.
Hope you can provide some sort of solution to this.
Hi team,
I just want to download last year ticket report,but failed.
This is somehow frustrating given that we highly depends on reporting. Insights is much better given it can hold thousands of attributes/values.
Hope you can provide some sort of solution to this
Hi Yin, Yue,
One solution might be to do quarterly data exported to Excel, and then combine the datasets.
Hope this helps!
Brandon Tidd
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