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

99 Comentários

  • 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.

    4
  • Trevor Hudson

    We definitely need this one!!

    3
  • 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
  • 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.

    3
  • 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.

    3
  • 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. 

    3
  • Julia Gilinets

    We would really love this feature as well!

    2
  • Explorance IT

    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
  • 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
  • cwillis

    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
  • Hillary Latham
    • 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.
    2
  • 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
    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
  • Michael Fecht

    Our bigger customers and business partners have requested this feature.

    • What is the problem?
      End users have no opportunity to export a list of their requests.
    • Why is it a problem?
      Some of our end users have a huge amount of requests. Especially these customers have the requirement to process the tickets for billing or reporting issues. At least an export to csv would be very helpful.
    • How do you solve the problem today?
      Currently the customer will get a list on demand, that is exported manually by an agent out of an explore dashboard.
    • How would you ideally solve the problem?
      There should be an export button on the 'My Requests' page. This should work for all tabs (my requests, requests I'm CC on, organisational) and it should recognize current filtering (including search). At least an export to csv is needed. The export should contain all ticket fields that are visible for end useres.
    • How big is the problem (business impact, frequency of impact, who is impacted)
      For our business partners this issue is a major issue, although we have chosen to provide the lists manually. This causes unnecessary efforts in our support teams and creates a dependency between customer's workflows and our teams with the risk to gain dissatisfaction.
    2
  • Harold Jones

    Good to hear that an end user ticket export is in the works, it is one of the most requested features from the companies we support.  We are also looking forward to the end users will be able to sort tickets in their view.

    2
  • 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 filterscolumns 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.

    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.

     

    1
  • Aevanne Ni Sheoighe

    My clients are also looking for this feature please.

    1
  • Hillary Latham

    We have gotten several requests for this feature.

    1
  • Darrin Winning

    Have requests for this also.

    1
  • Pattianne 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
  • 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.

    1
  • 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

    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 Saunders
    Zendesk Community Manager

    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

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