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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
Stephen
Hi,
I am throwing my support in here for the ability to export tickets from the Support Portal.
Martin has highlighted some of the key items that would be excellent for a customer to see. Ticket Form would be a major option, as our Ticket Forms can be radically different in the fields available, so having that context in an export would be useful.
Ideally, I would like a customer to be able to export a list of tickets based on the filters / columns they have setup, either in CSV or Excel format. I don't believe the customer should be limited in what fields they can / cannot export.
I will note on dates, Ithink it would useful for the exported dates to be timestamps.
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Susan Schneider
This is a big issue within my organization. Our previous ticketing system allowed customers to export a list of their tickets so they can do their own reporting and send to other individuals to review and respond.
Moving to Zendesk this is one of the biggest complaints. Our customers who are in implementation cannot export the tickets to other team members who work those issues. We do not allow all users within an organization access to Zendesk so this is a growing issue.
We need our customers to be able to export their tickets for their organization and or their own tickets.
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John DiGregorio
Has anyone found a marketplace app or written code to export tickets? I really don't think creating a dashboard and scheduling it for every customer is the right approach. There is currently a design flaw with dashboards that if you change an underlying report you need to refresh every dashboard that uses it. Also, you can only scheduled dashboards on the enterprise plan which is a 50% uplift on maintenance, and creates it's own admistrative nightmare of adding users and removing users. Although I think the ladder has been corrected with org tags. I have used SalesForce and other products and this is core functionality on their community. What would be nice is if you could chart the data as well.
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Jennifer Gillespie
This request has been around for quite a while and is obviously a pain point for many of us who use Zendesk. Can we get an update on when (not if) this will become available so that we can stop wasting our time internally crafting and sending out reports for data that End users can see on the Guide request side but cannot export themselves?
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Sandra Campbell
we really need this as well
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Richard Nikula
We need this too, We wrote a program using API, but ideally want customers to be self service
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Emanuel Cohen
We have gotten several requests for this feature. Our previous ticketing system allowed customers to export a list of their tickets so they can do their own reporting and send to other individuals to review, respond and followup. Must have feature.
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Jeremy Pinar
+1 this also. We've had a few customers now wanting something like this.
Something configurable from the admin portal or directly within the org record.
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Nicholas Wong
Hi @Zendesk Moderator,
We want to request this feature too.
Thanks & regards,
Nicholas
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Gaganreet Singh
+1 for this for this feature.
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Sierra (light agent)
We need this as well! I manage compliance for over 20 websites using zendesk, and we need to be able to export ticket data to process and report on privacy requests, without having to request something from my dev team each time
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Konrad Jedrysek
Would love this feature to be added to the product! +1
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Le roy Nathalie
we need this one
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Joby Jose
Appreciate if you could add this feature to Zendesk,
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Rich Clark
+1 Adding a further request to add this feature for customers (end users) to be able to export ticket data as CSV or JSON, so it can be ingested into Excel or other data analysis tool .
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Irfan Haider
When can we expect this feature to be available for end-users to export their tickets, or their organization's tickets, in Zendesk? This is significantly affecting their work efficiency in managing the ticketing system.
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Carolina Sola
I can't believe…. Posted Jul 04, 2013
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Gorka Cardona-Lauridsen
Hi everyone thank you for your continued feedback here. I wanted to close the loop on this request to offer an updated response.
Based on the feedback we got from our new request list Beta previously mentioned we are hopeful to release features related to in Beta in H1 of this year. We will make a product announcement here when that is available, please follow along if you are interested.
While the ticket export feature is still a feature we would like to build into the new request list experience, we do not know if we will be able to build it this year. We apologize for the frustration that causes. It is still on our backlog and will be considered in future prioritization. If you have further feedback on this feature or other use cases to share, please drop it below as it helps us both understand and weight the many different feature requests we receive. We appreciate the time.
Before I close, I want to take a moment to reference our product feedback guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps.
We listen and read every piece of feedback that comes through this forum, but in some instances, we need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback, or delay release due to unforeseen circumstances.
Thank you again for your engagement here, we sincerely appreciate your insights!
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