Extract/export ticket data from Zendesk to another ticket platform using the API

已于 2023年5月09日发布

Hello,

We are trying to extract all tickets from our Zendesk instance and send to another ticketing platform. I understand that this probably has to be done using the API but I cannot find anything specifically to give to our developer due to the range of things we need from the tickets.

Things we need extracted from the tickets:
Subject
Requester info (name, email, org., requester type)
Assignee
Form
ALL ticket comments (internal, external, call logs)
Ticket events
Attachments
Category and sub-category
Type
Jira ticket #
2-3 Custom fields

If someone could just point me in the right direction in the documentation please, I would greatly appreciate it.

Thanks.

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日期

Jon Daniels

Zendesk Customer Care

2023年5月09日

Hi Sara!

I would first start with this article to get some of the basics of what you can do: What are my ticket export options?

For accounts on any plan, utilize the API. To export tickets in bulk, use the API end-point of the incremental ticket events with comment_events in side-load.

There is more detail on how to use the incremental export endpoint here: Using the Incremental Exports API.

The supported side-loads for Tickets are as follows:
brands, custom_statuses, users, groups, organizations, last_audits, metric_sets, dates, sharing_agreements, comment_count, incident_counts, ticket_forms, metric_events (single ticket), slas (single ticket)

Hope this helps your team get started on this process! While we can't assist with custom code or scripting that would be required for this, we'll do our best to address any issues you run into as you query these endpoints - reach out to us in-product any time!