Announcing updates to printing tickets

Announced on | Rollout starts | Rollout ends
January 27, 2026 | January 27, 2026 | January 30, 2026

We’re pleased to announce updates to the printing tickets feature that allow you to better control the information displayed in the printout.

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

We're adding three new abilities to the print tickets feature:

Include side conversations (Zendesk plans that include side conversations only)

Print without including internal comments

Include the ticket’s priority

We’re also announcing that there may be product limitations to tickets that can be printed. This feature was designed primarily to allow for human readability. Tickets that either have thousands of comment updates or include many side conversations can cause server timeouts. There is no specific number for either of these limitations but a timeout will result when you have reached the upper limits of what our servers can compile for printing.

Why is Zendesk making this change?

Customers requested enhancements to this feature, and we are happy to provide them.

In addition to adding these features, we’ve found that tickets with an excessive amount of comments or included side conversations can result in timeouts while collating the data. This often leads to  a failed process and occupies excessive computational resources. This usually occurs with tickets that have more than a couple thousand comments, a high character count in the comments, or multiple side conversations.

What do I need to do?

This feature is available on all eligible accounts. When you choose to print the options to include or exclude certain data appears. See Printing Tickets for more information.

If you are trying to print a ticket (or save a PDF version) that includes an excessive number of comments or text, and the task is timing out, then you will want to use the Ticket Comments API endpoint and/or the Side Conversations API endpoint to collect and collate those comments for printing. There is no numerical limit to printing a ticket, as a timeout can depend on the lengths of the various comments, but a timeout is the likeliest result of the overall length of the text and number of comments included in the ticket and the time it takes to access them.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.