Ticket export tool for End-users (Export tickets by organization)

52 Comments

  • Paula Belyeu
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    We need this feature as well. Currently, there's not a way to run a report or create a view on all (open, solved, closed, archived, pending, on-hold, etc.) tickets by organization that can also be exported.

    4
  • Kristen Vales
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    I'd like to be able to do this as an admin.  Currently Zendesk lets you export all your tickets but maybe I only want a certain group.  It would be great to have like a database where you can select certain ticket fields to export out and can filter by those.  Similar to what Insights does but just the raw data and include the description!

    3
  • Julia Gilinets
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    We would really love this feature as well!

    2
  • Trevor Hudson
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    We definitely need this one!!

    2
  • Shadi Khader
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    Yes, this is absolutely needed.  We have situations where we need to share cases with the account managers or executive team.  Would be great if Zendesk product management could comment on this.

    2
  • Linda Lazarou
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    These responses are pretty old, is there an update on the functionality, I really need this for my clients, otherwise, I'm having to do it as administrator and send a report DAILY!  I tried to assume identity in the new version of Zendesk to see if it has been developed in the new form, but it just sends me back to the old version.

     

    2
  • Sam Bignell
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    Agree this would be a great feature! We get the request from time to time even though they can view all of their tickets online.

    We created a manual work around using GoodData (via Reporting > Insights) and their report creator/builder. Once you create the report you need, it can be scheduled to automatically run and emailed (to any number of specified email addresses).

    2
  • Craig Willis
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    We have customers would like this feature also.

    Craig

    2
  • Don Wood
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    My clients are asking for the same feature. This is sorely lacking. 

    2
  • John Pollick
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    Hi Nicole & All,

    I've posted here a couple times before, but only recently thought about the Marketplace as a possible solution. I haven't found an application yet that offers client-side reporting but I'm wondering...

    • Is it possible that a Marketplace application might do what we're looking for here?
    • Are you aware of an application I missed that has offers this feature?
    • If client-side reports is not a feature on your development team's hit list, is it possible to ask a Zendesk partner about it?

    I'm throwing Hail Mary's now as I've been asked to test-migrate all our tickets to a trial of the competitor service I mentioned in my post from a couple moths ago. I'd rather stay with Zendesk than move to the other software, but unfortunately the decision isn't mine.

    So that unhappy message before a good one...

    Thanks & Happy Thanks Giving!

    John

    2
  • Stassa Miller
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    • What is the problem?: Clients cannot generate reports on their own support tickets.
    • Why is it a problem?: Our large clients that have coordinating departments & need to communicate support ticket statuses regularly cannot do so freely.   A PDF just doesn't cut it.  We and the clients need transparency. 
    • How do you solve the problem today?: I pull the massive report for all orgs. and filter it via pivot table.  Loss of my productivity and takes away time to assist clients with real issues.  We have large clients needing this functionality. They have agreed to a weekly report, but want it daily.
    • How would you ideally solve the problem?: Add feature that allows clients to generate Advanced-type, pre-formatted reports
    • How big is the problem (business impact, frequency of impact, who is impacted): HUGE.  Clients are recommending we move away from Zendesk so that they can have this feature.  It is also necessary for their Audit and SOC compliance requirements.
    2
  • Aevanne Ni Sheoighe
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    My clients are also looking for this feature please.

    1
  • Hillary Latham
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    We have gotten several requests for this feature.

    1
  • Darrin Winning
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    Have requests for this also.

    1
  • Patti Keeler
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    We need this feature also, as soon as possible we be great

    1
  • Jodie Macariola
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    We have a customer asking for a list of all their tickets as well.  They have a new Director of IT and he wants to see a list of all requests.  

    I have found today that this is not easy to do!  Views don't include archived tickets.  Search results don't have an export option.  The ticket tab when reviewing an Organization record doesn't have an export option.  I assumed the customer's identity hoping I'd find an export in their UI.  Nope, not there either.  So +1 on this request since obviously I'd love the customer to be able to do it themselves, but even if they cannot I can assume an identity and do it for them.

     

    1
  • Jessica Peck
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    Yes please!  This was just requested by one of our end users and will be a must to be able to better track their outstanding tickets especially when their queues get really large.

    1
  • Hector David
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    @FogBugz @cogworksbitbucket @appshipchat

    1
  • Hillary Latham
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    • What is the problem? Customers cannot export their list of tickets (mostly they'd like currently open or recently solved).
    • Why is it a problem?  They need a list they can review and distribute easily in a meeting.  All the folks involved with a ticket may not necessarily have Zendesk access.  A simple list makes reviewing open and recently solved issues at a high level meeting simple.  A list also can be customized for quickly added notes before and during the meeting (rather than having to open each ticket up to take notes).
    • How do you solve the problem today? Someone either manually re-creates the lists of issues, takes a screenshot, or asks an agent to download the list.
    • How would you ideally solve the problem?  Allow an end user to export any list of issues from the Zendesk portal.
    • How big is the problem (business impact, frequency of impact, who is impacted).  This impacts customers who have at least 10+ issues going on at any one time or during a major project.  The frequency can be weekly during an ongoing project.
    1
  • John Pollick
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    Big +1 for this for this feature.

    • What is the problem?: Clients cannot generate reports on their own support items  
    • Why is it a problem?: One of our largest clients wants us to move to a different product that has this feature. About 1/2 of our clients have also requested this. Our client that have coordinating departments & need to communicate support tik statuses regularly cannot do so freely. We have the extra task of generating reports any time we are asked
    • How do you solve the problem today?: I (an Admin) use Advanced Search to generate reports for clients as needed. Clients require fields available through Advanced Search. The output requires me to reformat each time I create a report 
    • How would you ideally solve the problem?: Add feature that allows clients to generate Advanced-type, pre-formatted reports
    • How big is the problem (business impact, frequency of impact, who is impacted): Huge impact. Not just an extra task on our side, but clients are recommending we move away from Zendesk so that they can have this feature
    1
  • Quinton Myers
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    I've found that you're able to create custom ticket exports within Good Data. This is a viable work around...

    1
  • Nicole - Community Manager
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    Hey John -

    It is definitely possible that someone could develop an app to allow users to export their request data, though I do not know of one currently available in the marketplace.

    End-users can access this information via the API, which would enable them to download a CSV with the info. I realize that this isn't the in-app, pretty and advanced reporting that some users have asked for here, but the data is available, and that's what leads me to believe building an app would certainly be a possibility. Here's the information on those API endpoints: Zendesk Support API

    As Quinton suggested (thanks for jumping in, Quinton!) you may also be able to create those exports via GoodData/Insights.

    1
  • John Pollick
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    Thanks for your responses Nicole & Quinton. To clarify, are you saying that Good Data has functionality that can resolve the problem discussed in this thread? That is, it allows configuration for clients to run/export reports on their side, as needed?

    Or is mention of Good Data just a "BTW" for another way to create reports generally & not a resolution to this thread?

    Thanks again!

    1
  • Nicole - Community Manager
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    Hi John, 

    What Quinton is suggesting is that you could generate some custom reports and schedule them to export to the end users who are seeking them. But end-users would not have direct access to generate those reports themselves. 

    1
  • Ann Howard
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    We would like this feature for the same reasons that other people have already listed.

    1. What is the problem? There is not a way to easily review tickets
    2. Why is it a problem? Our customers want to be able to easily review tickets.
    3. How do you solve the problem today? We show them how they can search by organization and sort
    4. How would you ideally solve the problem? Have the users be able to select fields and dates that they want to export to reports. IMPORTANT: They should not be able to export internal notes.
    5. How big is the problem (business impact, frequency of impact, who is impacted)? Currently, we don't have a lot of customers requesting this but we have had people ask for it now and then. I anticipate this will be a growing concern. 

    Thanks

    1
  • Melissa Greene
    Comment actions Permalink

    I get this request all the time from our clients. Please consider adding a simple "export" option for end users to export their list of tickets.

    • What is the problem? Customers cannot export their list of tickets (mostly they'd like currently open or recently solved).
    • Why is it a problem? They need a list they can review and distribute easily in a meeting.  All the folks involved with a ticket may not necessarily have Zendesk access. A simple list makes reviewing open and recently solved issues at a high-level meeting simple. A list also can be customized for quickly added notes before and during the meeting (rather than having to open each ticket up to take notes).
    • How do you solve the problem today? Someone either manually re-creates the lists of issues, takes a screenshot, or asks an agent to download the list. There are also a few accounts where we generate a weekly/monthly ticket report in Insights that is sent to the account manager and then forwarded to the client. 
    • How would you ideally solve the problem?  Allow an end user to export any list of issues from the Zendesk portal.
    • How big is the problem (business impact, frequency of impact, who is impacted). This impacts customers who have at least 10+ issues going on at any one time or during a major project. Some of our clients have multiple regions/users and therefore regularly have several tickets open at any given moment. 
    1
  • Lionell Spooner
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    +1

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  • Tara
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    Agreed, was very disappointed to see this wasnt an option. apparently this has been requested often. 

    @Zendesk Moderator - can you at least let us know if this is on the plan???

    0
  • Pascale Bou Moussa
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    @Zendesk Moderator - No feedback on this feature request?

    0
  • Nicole - Community Manager
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    There are no updates on this request at this time. 

    That being said, what is most helpful and influential for Product Managers is to share detailed use cases - why you need this functionality, and how you would use it. I encourage you all to share those details, and to use the voting buttons on the original post. 

    0

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