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Exporting ticket, user, or organization data from your account



Edited Sep 11, 2024


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77 comments

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Ivan Miquiabas

Zendesk Customer Care

Hi Chris Fassano,
 
Thanks for reaching out! Yes it is possible to export Organization via CSV. When you say I don't see an option, can you send a screenshot of what you meant by that? 
 
You can refer to this article for the detailed instructions. 
 
 
Cheers! 

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Hi Ivan,

In the attached screenshot, I attempted to request a CSV export of organizations, but instead, it generated a CSV of tickets. The only option I see for exporting organizations is the "Full JSON export".

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Ivan Miquiabas

Zendesk Customer Care

Hi Chris Fassano
 
 
Thanks for providing a screenshot, and apologies for the confusion. As per the article you can only have the fulll detailed information about your organization if export it via User XML export and Full XML export
 
Unfortunately, you will not get the full data of your organization via CSV as of the moment. 
 
 
Cheers! 

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Hi, 

I have tried downloading the CSV files and have received the files
but right now wI try to upload it into a sheet, it says too large to import. 
Understand we are not able to download the tickets by specific periods, 
how might we reduce the size of the csv file?

Your advise is greatly appreciated.

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey GoGet Support

What program are you trying to import it into?   Google Docs and Microsoft Excel should both be able to handle the data.

Brandon

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Hi Brandon, it is Google Docs we are using. Please find screenshots.
Let me know if there is any other workarounds. thanks 

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Got it - there is a 5MB limit to do it this way - would recommend uploading the CSV directly to Google Dirve as a CSV file and then either converting the file to Sheets or leveraging ImportRange.  Details here: https://support.geckoboard.com/en/articles/6055680-use-importrange-to-extract-data-needed-for-geckoboard-to-a-new-spreadsheet 

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Brandon (729) Hi there, we tried your suggestion. The file is still too big to be uploaded. We also tried uploading to Excel which has bigger capacity. It is not working either. 

Is there any way we can request for the csv based on selected period so that the file is not too big. Right now, it is 163 MB… Don't think there is just any way to upload such a big file?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi GoGet Support !

Unfortunately for the CSV option, there's no way to pick a timeframe. Only the JSON export option has that option. I do see several users opting for the JSON format and just converting it to Google Sheets through a 3rd party app called ImportJSON. Hopefully this can help you out. 

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Dainne Kiara Lucena-Laxamana We are at wits' end with this and also tried the suggestion with ImportJSON and also “uploading the CSV directly to Google Dirve as a CSV file and then either converting the file to Sheets or leveraging ImportRange” 

Referring to my screenshots the file size just seems too big without being able to pick a time frame. 

Can you advise please?


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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi GoGet Support 

Going back, you can't pick a timeframe for the CSV format in our Export page. That's why we recommended using JSON instead so you can pick a smaller timeframe to export and do it bit-by-bit. For example, the JSON export would only download March's data. Another export would be for April & so on. 

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is there any way to enable the “export” feature for admins only? this seems like a security concern if a regular agent does this without permission. Since it might contain PII or company PI within the ticket. 

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Amy Dee

Zendesk Customer Care

Hi David Durr !

That is a valid security concern, and it's one that Zendesk shares. 

These account exports are always restricted to administrators. Agents don't have permission to see or initiate them. In addition, the account owner can restrict exports to administrators in specific email domains (or disable exports entirely). We have more information in this article: Restricting or deactivating account data exports

Those settings apply to the account export tools described in this article. It doesn't extend to the API. That said, while agents can access some data through the API, the Incremental Exports API endpoints are all admin-only as well.
 

I hope this helps!
 

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Hi Amy Dee 

That article is incorrect, I have already opened a support ticket with proof showing that an “agent” within my Zendesk can easily export ticket data via CSV from their view.  This includes the names of both requestors and assignee. Also, the article is wrong as I have already provided screenshots of the below not being there on my Zendesk instance.


Deactivating data exports

You can deactivate the ability to export account data in your account. However, you'll need to contact Zendesk Customer Support to reactivate it (see Exporting ticket, user, or organization data from your account).

To deactivate data exports

  1. In Admin Center, click Account in the sidebar, then select Tools > Reports.

    If necessary, click the Export tab to display data export options. Some legacy versions of Zendesk show export options on a separate tab.

  2. Click the Disable exports link in the lower right.
  3. Click Ok to confirm.
     

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Carl Joseph

Zendesk Product Manager

Hi David Durr. Thanks for pointing out this documentation error on deactivating data exports. We've updated the document with the correct details now.

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Jahn

Zendesk LuminaryCommunity Moderator

Hello Carl Joseph Amy Dee - is XML no longer supported completely?
 

 

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Can I export custom user fields?  We have set up Type of Customer field for all users and need to find which ones need completed or updated.

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