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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
Nicole Saunders
Thanks for sharing, Kristen.
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John Pollick
Since I posted on 3/30/2018, even more of our clients are requesting or demanding this feature. Because of this, my manager is having clients try out a Zendesk competitor (I guess I shouldn't name that software here) which allows admins to create custom reports and make them available by Organization(s). The "shared" reports can then be run or export at any time by the client.
Because this feature is in such high demand, clients are considering the switch in spite of the facts that 1) the competing software looks like it was written in the early 2000's 2) The competing software is far less user friendly, intuitive & less "brand-able" 3) clients will need to learn an entirely new ticket mgmt system 4) the competition's customer supports seems to be 2nd to Zendesk
Please keep this in mind when considering the priority you place on this new feature request
In my opinion, Zendesk is far better than this... well... downgrade that we are proposing to clients. However, this one feature could outweigh Zendesk's superiority in all other areas. I'm not sure if clients have given feedback to my mgmt yet, but when they do I'll share the info that I'm allowed to pass on.
Thanks!
John
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Nicole Saunders
Thanks for those details, John. Hearing about the impacts such as the ones you shared are really helpful details for the product managers.
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HDMCS TICKETS
We also have a customer requesting this feature.
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Emilie Duveau
Our customers are looking forward to have this.
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Nicole Saunders
Hi Helpdesk 2 and Emilie -
Can you tell us more about your use case? What the problem you're trying to solve is, how frequently it comes up, etc.?
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Emilie Duveau
Hello Nicole,
Our case is to provide a way for our B2B customers to export the list of requests they can see in their help centers.
As they can see the requests of all people from their organization, it would be easier to have an overview of these requests without the pagination.
Thanks.
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Nicole Saunders
Thank you, Emilie!
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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...
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
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Quinton Myers
I've found that you're able to create custom ticket exports within Good Data. This is a viable work around...
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Nicole Saunders
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.
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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!
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Nicole Saunders
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.
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Ann Howard
We would like this feature for the same reasons that other people have already listed.
Thanks
1
Robert Welch
We have over 100 clients using Zen Desk to open / update tickets. Several have asked for a way to pull tickets from the Portal. This would be a welcome enhancement for us.
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sam martin
PLEASE add this feature. It may be the determining factor of us changing products after many successful years with Zendesk. Unfortunately the need for this may trump other fabulous features in Zendesk.
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Jodie Macariola
I have posted on this request before but here is a specific use case I am running into today.
We have an organization opening rapid fire tickets over the past couple of weeks. It's become clear we have a project here, not break fix support. I would like for the customer to export out all their tickets, tell us which are still active (as so many are pending) so we can build a project plan from it. But instead I will need to build a customer specific view, do the export myself and send to the customer.
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Marcel
Got exactly the same situation as @Jodie. Any update on this, @Nicole?
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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.
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Nicole Saunders
Thanks for your comment, Melissa.
@Marcel - we have not heard any updates from the product team on this.
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Peng Li
This is important for me as well. So far, I've resort to copying and pasting the ticket list from Organization view.
@Zendesk Community Any advice of alternative options?
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Stassa Miller
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Diana Cant
+1 on this request. Other ticketing platforms offer this - why can't Zendesk do the same?
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Paolo Gaioni
Hello!
I have been asked about this feature by multiple of our customers right now.
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管理者
お世話になっております。
ユーザ側でのチケット一覧を出力できるようにしてほしいという要望が来ています。
現在は機能が無いようですが、是非追加していただきたいです。
ご検討のほどよろしくお願いします。
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管理者
Thank you for your business.
There is a request to be able to output the ticket list on the user side.
It doesn't seem to have any function now, but I would like you to add it.
Thank you for your consideration.
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Ariel Kenneth Ampol
Got a request like this from one of our customers just today. It seems users have been clamoring for this for a long time now but it never gets picked up. That's a shame. :(
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Cyrille
+1 again
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.
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Quinton Myers
My organization has allowed our end users to export their ticket data on their own via the sharing of Explore report dashboards.
I consider this issue solved for enterprise level zendesk accounts.
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Diana Cant
I guess that might work for Enterprise but not for Teams unless someone has a workaround.
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