Tip: How to Export incident tickets linked to Problem ticket as CSV/Excel
The Goal
Export incident tickets from a Problem ticket into CSV or Excel format which allows businesses to analyze a specific technical issue that was widespread and implement improvements for the future.
Prerequisites
- The user who is exporting the data should be logged in to zendesk as admin/agent
- Online JSON to CSV converter https://json-csv.com/
Instructions
Step 1
Make an API call from the browser to list the incident tickets linked to the problem ticket
https://subdomain.zendesk.com/api/v2/tickets/{problem_ticket_id}/incidents.json
Note: Replace subdomain with your zendesk account name and problem ticket id.
For Ex: https://acme.zendesk.com/api/v2/tickets/115/incidents.json
Step 2
Once json result is loaded completely, save it on your computer using CTRL+S or CMD+S
Step 3
Open the online JSON to CSV converter and upload the JSON file.
Step 4
Review and download the results
Note: Zendesk allows a max of 100 records so if you have more than 100 incident tickets linked to the problem ticket then you may need to use page parament in your URL.
You can simply find get the next page URL at the bottom of your json result.
That's it!
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Thanks for posting this tip, @...!
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Thanks for providing this example. I wish there were an 'export' button in the product. The link is very helpful.
Instead of uploading potentially confidential customer data into the json-csv.com website, you can open it in a code editor.
For example, after downloading the .json from the browser, open the .json in VS Code.
Select all text then click 'View' > to choose 'Word Wrap'.
Then, select all text, and use shortcut to format in easy-to-read view.
Shortcut:
Shift + Alt + F - Windows
Shift + Option + F - Mac
Ctrl+Shift+I - Linux -
Similar to how we can export all the tickets in a view, I would love to have that feature built in to the product for linked tickets to a problem ticket. This would allow us to export all tickets that are linked to a problem ticket. This seems like a rather useful and intuitive functionality to have especially since problem tickets are usually issues that need to be investigated and it's helpful to be able to have an excel/CSV of all tickets with the issue.
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This is great, although it does not provide actual requester and organization names and instead gives the IDs, which aren't as useful to the average user. It would be awesome if you could create a view for these instead.
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I agree with the other request in this post.
In addition:
I think for most Enterprise businesses it looks something like this (at a high level);
- choose a parent ticket to track the incident/issue and roll all other tickets under it (so you have 1 person working on the issue not many).
- Have an easy way of updating the list of customers on the incident/issue as it's being worked (I believe Zendesk covers this already when you use incident as the ticket type.)
- Have an easy way of exporting all the Customers Organizations, Ticket numbers, and any additional supporting ticket data you may need from the child tickets as part of the review process and understanding around how many customers were affected by that incident/issue.
This could be accomplished by assigning an "Incident ticket ID" to any ticket that's been chosen as the parent ticket. The ID would only get created for Incident tickets with at least one child ticket attached to it. This new "Incident ticket ID" would then be associated with each child ticket that's linked.
A new Explore data point could also be created, called "Incident ticket ID." Users could then (in a spreadsheet-style report) report on the metric "(Count) Tickets," assign the new "Incident ticket ID" attribute to the row of the report, and use the same attribute to filter the report by the incident ticket ID number. This would allow a user to have the "Incident ticket ID" attribute as the first item in the row, followed by the "Ticket ID" and any other ticket-related attributes they may want to see.
This would help bring the already great Zendesk incident ticket feature full circle.
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