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Ticket export tool for End-users (Export tickets by organization)
Posted Jul 04, 2013
Request: provide a tool for end-users so they can 'export' all their tickets, or their organization's tickets. Especially useful for end-users that are part of a large/active organization.
We would like an option via the UI, where they would be able to select and export to a CSV file on demand. This might include the latest status of an open ticket, the ticket ID, description and and the last update made.
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108 comments
Julia Gilinets
We would really love this feature as well!
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Trevor Hudson
We definitely need this one!!
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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.
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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!
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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.
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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).
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cwillis
We have customers would like this feature also.
Craig
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Don Wood
My clients are asking for the same feature. This is sorely lacking.
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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.
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Aevanne Ni Sheoighe
My clients are also looking for this feature please.
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Hillary Latham
We have gotten several requests for this feature.
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Darrin Winning
Have requests for this also.
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Pattianne Keeler
We need this feature also, as soon as possible we be great
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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.
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Lionell Spooner
+1
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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.
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Hector David
@FogBugz @cogworksbitbucket @appshipchat
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Tara Astbury
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???
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Pascale Bou Moussa
@Zendesk Moderator - No feedback on this feature request?
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Nicole Saunders
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.
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Jessie Schutz
Hey everyone! Just jumping in to add to Nicole's comment. We have a post with some tips for giving really helpful feedback; I'd definitely encourage all of you to check it out, and come back to expand on your use cases!
If you'd prefer a TL;DR of that post, here are some questions you can answer that will help our Product Managers understand the problem you're trying to solve.
You can edit your existing comment if you've made one, or you can add a brand new comment - either way is fine. We look forward to learning more about your use cases!
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Jodie Macariola
I have another customer asking for this today.
What is the problem? The customer wants to know the total number of tickets for their organization over the past couple of years in order to see the increase in tickets as they have brought more locations onto the software we support for them.
Why is it a problem? My customer cannot retrieve this information themselves.
How do you solve the problem today? I am not sure. Since Views do not include archived tickets, I will likely need to download all tickets and then filter to the customer's organization. Or I will look for a report.
How would you ideally solve the problem? The customer would have the ability to download their tickets from the organization list in the portal.
How big is the problem? It impacts our larger customers who are the ones who typically make these types of requests and would get the most value from this information.
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Hillary Latham
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Nicole Saunders
Thanks for the detailed feedback, Hilary & Jodie.
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Quinton Myers
Hi All,
Late to the party, but wanted to add that my org could use this feature as well. Our client success team could leverage this to make sure our clients are well informed and have the functionality to get the data they need.
Thanks,
Q
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John Pollick
Big +1 for this for this feature.
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Don Wood
Agree with John Pollock. We are several large clients demanding this feature. They two are pushing us to use a different tool so they can have this feature.
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Donna Dowie
We've had numerous requests from our end users for this as well.
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Nicole Saunders
Thank you very much for the detailed response, Donna.
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Kristen Saldanha
We are experiencing the same challenge as Donna and would greatly benefit from this feature especially as we scale.
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