knots.io

Export Data from Zendesk

Export data from Zendesk

Three Effective Methods to Export Tickets, Users, and More

If you are in charge of Zendesk, you know how important it is to know how to quickly get your tickets and user information out of the system when you need to. By exporting Zendesk tickets, you can look for trends, improve your processes, and learn more about your customers. This article explains how to use the data export tools that Zendesk comes with, as well as third-party apps that can do the work for you. Whether you require a high-level CSV, a detailed JSON, or a PDF, follow these easy steps to access and use your Zendesk data.

The Best Solution to Export Zendesk Tickets: Ticket Export & Archive app

The Ticket Export & Archive app is the best tool for managing your Zendesk ticket exports and archives. Zendesk does have an export feature built in, but it might not give you enough control and automation. The Ticket Export & Archive app by Knots transcends these limitations, providing a superior archiving experience suitable for both one-time jobs and ongoing needs.

This versatile app stands out with its capability to export tickets in PDF format. It meticulously maintains all HTML formatting, including side conversations, attachments, internal and external comments, as well as tags and ticket fields. Every piece of information is captured in one comprehensive PDF, with attachments linked directly in the folder for easy access. 

Additionally, the app can convert tickets to JSON format in bulk and export them to your servers, allowing you to archive files on FTP/SFTP servers or in the cloud. This flexibility ensures your archived tickets are securely saved and easily accessible for future reference, enhancing data management efficiency.

What truly differentiates this app is its automation. The app allows Zendesk admins or agents to set specific conditions that automatically trigger events. For example, the archiving process can start when an admin or agent adds specific tags (such as “to_be_archived”) to a Zendesk ticket. Agents can also create a macro to set a tag for archiving and close the ticket, initiating the export process immediately. This feature is a significant time-saver, reducing the risk of human error, such as missing out on a ticket during export.

Many customers often face storage challenges in Zendesk and need to delete tickets to save space. Ticket Export & Archive app also addresses Zendesk’s storage constraints by helping users export and delete tickets systematically.

The app ensures data integrity and accessibility by maintaining all ticket information during the extraction process. It has also implemented strong security measures to protect private customer information, aiding compliance with data privacy laws such as GDPR. This makes it easy to retrieve customer information from Zendesk when requested.

For those looking for a robust, efficient solution for exporting Zendesk tickets, whether for a one-time job or ongoing needs, the Ticket Export & Archive app stands out as the superior choice. If you’d like to learn more about exporting closed tickets, our team is happy to provide further information.

Manual Solution: A guide on how to export data from Zendesk by hand

Before delving into the complexities of data export, it’s critical to understand the basics. Admins can export different kinds of data from Zendesk, like tickets, users, and groups, in formats like JSON, CSV, and XML. With this feature, you can use your data in ways that aren’t limited to the Zendesk setting.

Please keep in mind that exporting data is disabled by default. The account owner needs to call Zendesk Customer Support to turn this feature on. Once it’s turned on, you can choose from a wide range of export choices that are perfect for your needs.

Understanding the Data Export Options

Zendesk gives you several export options, each one designed to meet a specific need:

  1. Full JSON Export: This option sends tickets, users, or organizations in newline-delimited JSON format and is great for accounts with a lot of tickets. This format makes it easy to work with big datasets and lets you stream data for faster processing.
  2. CSV Export: This is the best option for you if you want to export data in a tabular format. This format gives you all the information about a ticket in a structured way, which makes it easy to analyze and connect to other tools.
  3. Full XML Export: This option gives you detailed information about accounts, groups, organizations, tickets, and users for accounts with less than 200,000 tickets. 
  4. User XML Export: This option lets you export user data and gives you a lot of information about groups, organizations, and user profiles. Even though it does not support custom fields, it makes it easy to get important user data.

A Step-by-Step Guide to Exporting Data From Zendesk Manually

Now that you’re familiar with the export options, let’s walk through the process of exporting account data:

  1. Enable Data Exports: If not already enabled, reach out to Zendesk Customer Support to activate data exports for your account. Remember to provide your Zendesk Support subdomain name in the request for seamless processing.
  2. Access Export Options: Navigate to Admin Center and select Account > Tools > Reports. If exporting data is turned on, you should see the Export tab, which gives you access to different export options.
  3. Choose an Export Option: Pick the export option that fits your needs the best. If you want to export a large dataset, choose JSON. If you want to export a dataset good for analysis, select CSV.
  4. Define Parameters: Set parameters like date range and data type based on the export option you chose. For JSON export, you can choose which tickets, users, or organizations to export, but for CSV export, all of the ticket data is included.
  5. Start Export: To start the export process, click the Export button. Once the export is done, Zendesk will create your data file and send you an email with a link to download it.
  6. Download Data: When you get the email, click the link to download the data file. Make sure you download the file before the deadline to keep it from expiring.

This tool has some benefits, like letting you choose from different file extensions and skipping the steps of writing scripts. It is important to keep in mind, though, that exporting data can take a long time, and there is no way to archive or automate it right now.

Automated Solution: Utilizing the Zendesk API for Data Export

In addition to manual exports, Zendesk provides access to its API, which allows you to easily retrieve specific data such as ticket data, user data, and organizational data. The API also gives you more options for filtering data and exporting it in smaller pieces. Using scripts and integrations, you can set your Zendesk data to be exported automatically at a certain time. 

You can use API endpoints like List Tickets, List Users, List Organizations, and Incremental Exports to make it easier to share data and connect Zendesk to other systems without any problems. This gives you the most power over the ticket export process and lets you make it work for you. But it’s important to keep in mind that you need to have a good understanding of coding and working with APIs to use the Zendesk API. Also, making a custom export script can be expensive and take a lot of time, so the costs of development might not be worth it.

Optimizing Zendesk Ticket Exports for Better Data Management

In conclusion, the Ticket Export & Archive app is a solid choice for individuals looking for a simple and dependable way to export data from Zendesk. It stands out for its ability to automate the export process while capturing all of the fine information and formatting of tickets.

While manual exporting and API use are valid options, they often involve more effort and technical expertise. In comparison, the Ticket Export & Archive app provides a simple and effective approach to handling data exports, making it an appealing option for consumers who value simplicity and accuracy.

Finally, your unique needs and available resources will determine the best method for exporting Zendesk data. However, for convenience and peace of mind, the Ticket Export & Archive app is worth considering as part of your Zendesk toolbox.

Facebook
Twitter
Email
Print