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

62 Comments

  • Paula Belyeu

    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

    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
  • Stassa Miller
    Community Moderator
    • 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.
    3
  • Julia Gilinets

    We would really love this feature as well!

    2
  • Trevor Hudson

    We definitely need this one!!

    2
  • Shadi Khader

    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

    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

    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

    We have customers would like this feature also.

    Craig

    2
  • Don Wood

    My clients are asking for the same feature. This is sorely lacking. 

    2
  • John Pollick

    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
  • Melissa Greene

    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. 
    2
  • Jiri Kanicky

    In 7 years Zendesk is not able to provide simple export to CSV option in customer portal. Just mind blowing. This shows total lack of support from Zendesk to paying customers who requested this several years ago.

    2
  • Aevanne Ni Sheoighe

    My clients are also looking for this feature please.

    1
  • Hillary Latham
    Community Moderator

    We have gotten several requests for this feature.

    1
  • Darrin Winning

    Have requests for this also.

    1
  • Patti Keeler

    We need this feature also, as soon as possible we be great

    1
  • Jodie Macariola

    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

    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

    @FogBugz @cogworksbitbucket @appshipchat

    1
  • Hillary Latham
    Community Moderator
    • 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

    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

    I've found that you're able to create custom ticket exports within Good Data. This is a viable work around...

    1
  • Nicole S.
    Zendesk Community Team

    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

    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 S.
    Zendesk Community Team

    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

    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
  • Cyrille

    +1 again

    • What is the problem? In large organization, project manegers need to be able to track and follow all tickets of the organization. The current end-user view is to limited for that to produce end user project management reporting.
    • Why is it a problem? Agents need to assist each project manager every week or every month to get an export in Excel.
    • How do you solve the problem today? The work is done by agents. it shall be controlled by the end-user.
    • How would you ideally solve the problem? Add a button "export to Excel" in the end user view of the list of tickets. The extract shall contains all fields visible by end-users.
    • How big is the problem (business impact, frequency of impact, who is impacted) : Impact is on customer side on project managers and team managers. Impact is internal for our R&D and validation teams and for our managers outside of the operation & support team

    Again this is big impact and looks like a very small development to do for Zendesk product team. Our team does not understand how Zendesk product team did not solve this in 7 years. 

    + 1 issue in Zendesk in the list of subject pushing us to move to another tool.

    1
  • Darren Bell

    Does Zendesk actually listen and action any of these requests, other than posting platitudes? 

    We have been on Zendesk for 18 months now and so many requests we have put forward are against existing posts that are many years old with lots of supporting posts from other users. This is another one to add to our list of requests. Zednesk already does it in the Agent view!

    The Customer Portal is lacking in several areas - in searching / filtering, especially when you have many tickets in the list. It certainly hasn't improved in the last 18 months.

    1
  • Lionell Spooner

    +1

    0

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