You can export account data such as tickets, users, or organizations to a JSON, CSV, or XML file.
For security reasons, you can restrict who can export the data based on the email domain of admins. You can also deactivate data exports in your account if Zendesk has enabled them. SeeRestricting or deactivating account data exports.
Exporting account data
To export ticket, user, or organization data from your account
- If not done already, get Zendesk to enable data exports in your account.
Theaccount ownermust contactZendesk Customer Supportto enable data exports in your account. Make sure to include your Zendesk Support subdomain name in the request.
Return here when data exports have been enabled in your account.
- InAdmin Center, click
Accountin the sidebar, then selectTools > Reports.If you don't see this option and data exports are enabled in your account, you may be restricted from exporting data. SeeRestricting data exports to certain admins.
If necessary, click theExporttab to display the data export options. Some legacy versions of Zendesk show the export options on a separate tab.
- Select an export option.
The JSON export option is recommended for accounts with more than 200,000 tickets.
To run a JSON export, select a date range, select tickets, users, or organizations, then clickExport.
To run a CSV or XML export, selectrequest filenext to each option. Setting a date range or selecting a data type is not available.
JSON and CSV exports are not available insandboxaccounts.
For details about the data in each export option, see:
当完成出口,Zendesk发送你一个亚博email containing a download link to your data file. Click the link to download the zip file.
Depending on the requested export date range and your account's level of ticket activity, the export process can take anywhere from a few minutes to a day or more. If you have concerns about a particular export that you're waiting for,contact Zendesk Customer Support.
If you haven't received the email notification, you can clicklatestbesideFull JSON export,CSV export,Full XML export, orUser XML exportto download the most recently generated report. The latest report displays your account data from the file you last requested, not your current account data. SeeDelays in receiving the email with the downloadable data export file.
Understanding the data export options
You have the following data export options:
Full JSON export
Exports tickets, users, or organizations to a JSON file. Accounts with more than one million tickets are downloaded in 31-day increments.
Zendesk exports the data in "NDJSON" or Newline Delimited JSON format. This format enables systems to stream JSON objects one at a time rather than read the entire file at once. This is helpful for extremely large export files, which may be too much for traditional JSON readers. See thendjson.orgsite for more information on NDJSON.
If you want a single JSON file containing all of your information rather than a streaming version, you can wrap the ticket objects in a JSON array. For example, if Zendesk exports the following ticket objects:
{"ticket":{"id":....}} {"ticket":{"id":....}} {"ticket":{"id":....}}You can create a valid JSON file by wrapping the objects into a "tickets" array as follows:
{“门票”:[{“票”:{" id ":…}},{“票”:{"id":....}}, {"ticket": {"id":....}} ] }The date ranges for these exports use asystem-generated timestamp. Typically, these timestamps match the most-recent update recorded on the ticket, user, or organization (not the creation date). There are some cases where system updates don't generate ticket events. In these cases, you may see a few unexpected tickets in the output.
- A JSON file that includes all the tickets you exported, including tickets that exceeded the 1 MB limit and were exported without comments
- JSON文件,包括exceede的门票d the 1 MB limit and an error message letting you know that the reason the comments were not included was because the ticket exceeded the 1 MB limit. Example:
CSV export
Exports ticket data to a CSV file. The data does not include deleted tickets, ticket comments, or ticket descriptions.
If a single ticket has more than 1 MB of data, the ticket is excluded from the report. However, this rarely happens because CSV exports don't include ticket comments, which are usually the largest data component in a ticket.
All date and time values are converted to the account’s default time zone (at the time of the export). The dates displayed in the CSV file may not match the dates in the JSON export (UTC) or in Explore, which displays the user’s time zone. For more information about an account's time zone, seeSetting time zone and format for Zendesk Support.
The ticket data in the report includes the data shown in the following table. Multi-line text and multi-select fields, as well as custom date fields, are excluded from CSV reports but can be included in JSON and XML reports.
| Data | Description |
|---|---|
| ID | The ticket number. |
| Requester | The name of the requester. |
| Requester ID | The requester's ID number. |
| Requester external id | The ID from an external system. Optional for accounts that have enabled Professional or Enterprise single sign-on using JWT or SAML. |
| Requester email | The requester's primary email address. If you want to export a list of users' secondary email addresses, you must use theList Users API endpointwhileside-loading identities(for example: |
| Requester domain | The email domain of the requester's primary email address. |
| Submitter | The name of the initial submitter. The requester's name is displayed if the requester submitted the ticket. If an agent submitted the ticket on behalf of the requester, the agent's name is used. If the requester is changed, the submitter does not change. |
| Assignee | The assignee at the time of export. |
| Group | The group at the time of export. |
| Subject | The subject of the ticket. |
| Tags | The tags added to the ticket at time of export. |
| Status | The status at time of export |
| Priority | Priority at the time of export. |
| Via | The ticket channel from which the ticket originated. |
| Ticket type | The type at the time of export. |
| Created at | The original creation time and date. Displays in the account's time zone. |
| Updated at | The time and date of the most recent update. Displays in the account's time zone. |
| Assigned at | The time and date of the most recent agent assignment (i.e. the time it was assigned to the current assignee). Displays in the account's time zone. |
| Organization | The organization of the current requester (if any). |
| Due date | The due date at the time of export. Displays in the account's time zone. |
| Initially assigned at | The time and date of first assignment to an agent (not to a group). Displays in the account's time zone. |
| Solved at | The time and date of the final or most recent change to solved status. Displays in the account's time zone. |
| Resolution time | The final or most recent resolution time in hours, rounded to the nearest whole hour. |
| Satisfaction Score | The current satisfaction rating status (Not Offered, Offered, Good or Bad). |
| Group stations | The number of group assignment changes made. The initial assignment upon ticket creation also counts as a station. |
| Assignee stations | The number of agent assignment changes made. The initial assignment upon ticket creation also counts as a station. |
| Reopens | The number of times a ticket has been changed from Solved to Open (whether by agent or end user). |
| Replies | The number of public agent replies on a ticket to a comment from an agent or end user. |
| First reply time in minutes | The time between ticket creation time and the timestamp of the first public agent comment, displayed in minutes. |
| First reply time in minutes within business hours | Same as above, but only time that elapses during listed business hours is counted. |
| First resolution time in minutes | The time between ticket creation time and the timestamp of the first change of status to Solved, displayed in minutes. |
| First resolution time in minutes within business hours | Same as above, but only time that elapses during listed business hours is counted. |
| Full resolution time in minutes | The time between ticket creation time and the timestamp of the final or most recent change of status to Solved, displayed in minutes. |
| Full resolution time in minutes within business hours | Same as above, but only time that elapses during listed business hours is counted. |
| Agent wait time in minutes | The total time spent in the Pending status, displayed in minutes. |
| Agent wait time in minutes within business hours | Same as above, but only time that elapses during listed business hours is counted. |
| Requester wait time in minutes | The combined total time spent in the New and Open statuses. If the ticket is reopened after being solved, time spent in Solved status is counted as well. Time after final change to Solved status is not included. |
| Requester wait time in minutes within business hours | Same as above, but only time that elapses during listed business hours is counted. |
| On hold time in minutes | The total time spent in the On-hold status, displayed in minutes. |
| On hold time in minutes within business hours | Same as above, but only time that elapses during listed business hours is counted. |
Full XML export
Exports data to an XML file. This export option is not available if your account has more than 200,000 tickets. In that case, use the JSON export option.
- Accounts- all the settings for your account
- Groups- detailed information about your groups
- Organizations- detailed information about your organizations
- Tickets- all the details (including comments) for all your tickets
- Users- a list of all your users (end users, agents, and admins)
User XML export
- Groups- detailed information about your groups
- Organizations- detailed information about your organizations
- Users- a list of all your users (end users, agents, and administrators).
For the user and organization data, tags are included but custom user fields and custom organization fields are not. To retrieve your custom user fields, you can use theList User Fieldsendpoint in the Zendesk API. To retrieve your custom organization fields, you can use theList Organization Fieldsendpoint in the Zendesk API.
51 Comments
Hi Sarah,
这取决于你说的出口的门票。If you don't need every single comment, just the first message and ticket fields, it's possible, but it's trickier than the built in methods. You can do this using the Search API. Now, the good news is, you can do this without being a coder!
Here's what you want to do, in my example, we're gonna pretend the tag you want is "closed_by_merge".
1. replace the domain with your zendesk domain, and put this in your browser;https://domain.zendesk.com/api/v2/search/export.json?filter[type]=ticket&query=tags:closed_by_merge
2. You should see a JSON output of code. To convert that to CSV, run it through something likehttps://konklone.io/json/.
3. Be sure to get all pages! At the bottom of the page of code displayed, you'll see a link like:
You need to copy and follow that link to get to page 2. Continue until you get a NULL/blank next page.
If you want to get fancy with this, there's guides out there on how to write Python scripts to run your search, decided what columns to collect, collect all the pages, and format it into a CSV, as well. This can be really helpful if you have thousands of results and don't want to download and convert your results page by page, and want to limit the columns in the CSV to the things you actually want/need.
Here.. it is stated that the JSON exported list is NOT a valid JSON object...
... and I totally agree. In fact, I always need to use an editor to add a prefix `[` and suffix `]` and a comma after each new-line, in order to properly parse the list (eg. in python). Very annoying...
So, the question arises:Why don't you export as a proper formatted JSON array?I think this should be considered a bug more than a limitation or a works-by-design. It does not make sense to provide me with a sequence of json objects without commas and enclosing brackets!
The instructions updated on 11/03/2022, state to go to Account > Tools > Reports.
There are no Tools or Reports sections.We are an enterprise customer. A lot of this is inaccurate. We're dead in the water trying to export our 4000 organizations to updates them, because you all only put a CSV upload, but no download....geeze!!
Amy Dee
If that's the case, it would be great if the entire article were re-written to reflect that this is no longer available in JSON. This is a bit like changing the article language from French to Spanish and saying it's still available Spanish because they are both Romance languages. It's not JSON anymore, and that means that JSON parsing in code will not work. My scripts that know how to read JSON, but cannot read NDJSON, because it's not the same language. This is why people are telling you that your JSON exports are broken.
You might be able to force your way to the page via this url, you'll need to put in your own Zendesk domain:
https://domain.zendesk.com/admin/account/tools/reports
Amy Deethe only problem is that Zendesk makes zero effort to tell us what is or is not turned on. I had no clue this option even existed. So I had to go out a buy a 3rd party app (again)...and spent considerable amounts of time trying to get data exports setup in AWS to automatically pull data. I literally pleaded in a meeting with ZD this week to tell me WHAT ELSE is not turned on. I'm an enterprise customer, turn on everything, or at the very least tell your customers what you have turned off. The only way I even know that the ADMIN > Tools > Reports option even exists, is because an end user made a post (not ZD). So I have to contact ZD to turn on the feature. And once it's finally turned on, its just a bulk dump, with date range. Absolutely no filter options. You all need to read these complaints. Some have been open for years with no resolution. I don't want JSON exports, I want access to tables and my customer fields. I go into reporting now and try to pull an Organization report, in your cube environment, but the datasets are only ZD, not our custom fields. 100% USELESS.
The satisfaction score is included on the export, but not the rating date, any chance this can be included? Or Am I missing something?
Is it possible to extract a .csv with that information from explorer?
Also, custom fields are exported via .CSV and that's great.
Hi CJ! This article covers the native export options for Zendesk data. The Tickets JSON export is the most thorough of the bunch -- it includes the ticket in its current state (including tags, field values, and the form), details about all associated users, metric data, and the full comment history. It's a great resource for ticket data, but it doesn't get into individual ticket audits.
If you're interested in ticket audits, you have a couple broad options.
TheTicket Audits APIshows the full audit history for a ticket. It includes every change to the ticket, including metadata for each update, all field changes, all comment text, etc. It's a complete picture, but it only supports one ticket at a time. This option is helpful if you've identified a subset of tickets (through search or some other resource), and you need to pull detailed information for that list of ticket IDs. It's not efficient for large or ongoing exports.
For large or ongoing exports that include ticket audits, I recommend theIncremental Ticket Events API. The incremental endpoints are designed to deliver lots of raw data as efficiently as possible. The ticket events endpoint returns each event on its own, complete with all changes and metadata. (You have to include the comment_eventsside-loadif you want comment text as well.) This allows you to pull all ticket events in bulk, but you need to reassemble them into tickets separately.
I hope this helps!
Hi@...! You are correct; that property isn't available in Explore at this time. The JSON export is probably the best resource for finding the groups associated with organizations.
Since the JSON export returns an ID rather than a name, you'll need a second resource to connect names with IDs. I recommend theList Groups API. It's a relatively simple GET call tohttps://SUBDOMAIN.zendesk.com/api/v2/groups(you can even access it in a browser as long as you're logged into your account).
The List Groups API includes each group's ID and name, so you can use it as a reference.
I hope this helps!
Hi all,
I'm trying to export the Group name assigned to the Organizations on our support account, but in the JSON export the group is shown as an ID rather than the name.
Also this information does not appear in Explore, because it shows the current group assigned to a ticket, but not the general group. I'm talking about the field shown in green in the screenshot.
Aybody knows how to export that data for all of our organizations?
Is there any way to export Public Replies and Internal Notes from all of our tickets? We want to do a pattern analysis of the content in free-form text to see if there are patterns of specific words or needs that come up frequently in our tickets.
Hi, i don't see快速浏览:Admin Center > Account > Tools > Reports, although my account is Growth plan
Hello Zendesk Support,
I see we can pull lots of ticket data but is there any way to pull macros via this method?
CJ JohnsonFINALLY, someone who knows what they are talking about...getting a sincable or timely solution from ZD is near impossible. They just need to allow for table access to our instances so we can just connect, pull, and be done. Instead, I've had to jerry-rig the same through AWS. It's a nightmare. Never seen a ticketing product where I cannot readily access my data for the purpose of maintaining data integrity, or making bulk changed.
Hi All, the problem with this JSON is that there is no comma "," between users, any help with this one?
Unfortunately, that is a dead link.
Hi Chris! This likely means one of two things:
Exports have not been enabled. Exports are disabled by default. If they haven't yet been enabled in your account, the account owner will need to contact the support team.
There are domain restrictions on the export tools. The account owner can always reach the export page (once it's enabled), but they have the option to limit who else can access it. Only account administrators with a matching email domain will see it.
If you're an administrator on your account and you don't see the export options, check in with the account owner andreach out to Customer Supportif needed.
I hope this helps!
Is this article still accurate? I don't see anything like this in my instance. Yes I can go to Account and Reports, but I have to create a Report first with limited settings, and then I can export, but only to CSV and XML, no JSON.
We are on Suite Growth, BTW
完整的JSON出口,从和日期condition? Is it used to filter by "created_at" or "updated_at" or anything else? I want to export the ticket which are created in the specific period but the result I get from the json is not what I expect.
When you activate the agent workspace, does the data structure change on report export?
Is there any plan to add the option to export organization data as a csv? This seems like something so basic it should be possible via Explore, but it's not (you can only get organization data for organizations that are linked to tickets). I had to request a json export, then edit the json so that it was valid (!) and then load it into Excel to actually see this basic data. The whole process took a full day including the time I needed to research how to convert the non-standard json to something usable. Seems crazy for something you can do in ten seconds in Salesforce.
As noted above, using a non-standard json variant particularly for the org export seems like a poor design choice. I would guess it's unlikely most companies have millions of organizations, and even if they do I think giving admins the choice to download in standard json makes sense.
If anyone else is seeing this and wants to use the organization export data as valid json, what worked for me is the following:
1. Added '{"Organizations":[' at the top.
2. Separated each organization object with a ','
3. Added ']}' at the end
Does the JSON file also include any files that are uploaded in ticket conversations too?
I don't actually see any way to use the API to export ticket audits with parameters like tags or specific forms. Can this be clarified? How is this achievable?
Hey Tito,
You can use theGuide APIto export your articles or you can use thekBackupapp within our App Marketplace.
I hope this helps!
Hi@...-
You should be able to do this through theTicket Comments API.
Alternatively, there are a few apps in the marketplace that can handle this, such asthis one.
Hope this helps!
Brandon
Hi,
I'll admit I didn't look for my question/answer through all of the comments but I did look through a lot.
Using the JSON user export, is it possible to get all of the users' identities or only the primary? In my case email address. If I want all of the email addresses, do I need to use the Rest APIs? I don't see the non-primary emails anywhere in the export.
- Scott
Are archived tickets included in the export? If not, how can I export all tickets ever logged by a given client, including archived ones? I have a client that has over 1000+ tickets logged - these can be see on their organization profile. When I create a view to see all their tickets, it only has about 200. The other 800+ have been closed and since, auto-archived. We want a full picture of their historical tickets. Thanks.
JSON exports of tickets contain links to the various attachments as:https://subdomain.zendesk.com/api/v2/attachments/ATTACHMENT_ID.json
In order to download the attachments associated with each link, you will need to perform a GET request to that endpoint. Then download the file linked at the aforementionedcontent_urlattribute.
You can read more about the article如何can I download all attachments in a ticket?
Hope this helps!
Thanks@...works great!
Pleasesign into leave a comment.