Exporting ticket, user, or organization data from your account

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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Account &gt; Tools &gt; Reports</span>
</div>
<div class="note important">
<span class="importanttitle">Important:</span> To protect the data in your Zendesk account, data exports are not enabled
by default in Zendesk accounts. The account owner must contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> to enable data exports in the
account.</div>
<p class="p">You can export account data, such as tickets, users, or organizations, to a JSON, CSV, or XML
file. If you want to export data about your team members (your agents and admins) only, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5407034434842" target="_blank">Exporting team-member data</a>.</p>
<p class="p">The exporting tools described in this article are not available on Team plans. However,
customers on all Zendesk plans can use the Zendesk REST API to export data.</p>
<p class="p">For security reasons, you can restrict who can export the data. You can also deactivate data
exports in your account if Zendesk has enabled them. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5388932900250" target="_blank">Restricting or deactivating account data exports</a>.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic-1__ul_msn_hgb_sfb">
<li class="li"><a class="xref" href="#topic_lz3_mb5_hl">Exporting account data</a></li>
<li class="li"><a class="xref" href="#topic_lnw_tfb_sfb">Understanding the data export options</a></li>
<li class="li"><a class="xref" href="#topic_qd1_vgv_jwb">Exporting account data with the Zendesk API</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lz3_mb5_hl">
<h2 class="title topictitle2" id="ariaid-title2">Exporting account data</h2>
<div class="body">
<p class="p">Zendesk admins can export account data, such as tickets, users, or organizations, to JSON,
CSV, or XML files. See <a class="xref" href="#topic_lnw_tfb_sfb">Understanding the data export options</a> to review which type
of account data each file type can export.</p>
<div class="p">
<div class="note" id="topic_lz3_mb5_hl__note_cwg_tf5_wgc">
<span class="notetitle">Note:</span> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent tickets</a> cannot be exported.</div>
</div>
<div class="p">When the export is complete, Zendesk sends you an email containing a download link.
Clicking the link downloads a zip file containing your JSON, CSV, or XML files. The larger
the export, the more files you can expect the zip file to contain. The download link is
valid for at least three days. <div class="note">
<span class="notetitle">Note:</span> Zendesk can't guarantee a specific order in which data
appears in the exported file.</div>
</div>
<p class="p"><strong class="ph b">To export ticket, user, or organization data from your account</strong></p>
<ol class="ol" id="topic_lz3_mb5_hl__ol_2r5_hc5_hl">
<li class="li">If not done already, get Zendesk to enable data exports in your account. <p class="p">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822084634#topic_xkh_3lm_ygb" target="_blank">account owner</a> must contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> to enable data exports in your
account. Make sure to include your Zendesk Support subdomain name in the
request.</p>
<p class="p">Return here when data exports have been enabled in your account.</p>
</li>
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lz3_mb5_hl__d9e569" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_account_icon.png">
<strong class="ph b">Account</strong> in the sidebar, then select <strong class="ph b">Tools &gt; Reports</strong>.</span><p class="p">If
you don't see this option and data exports are enabled in your account, you may be
restricted from exporting data. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5388932900250#topic_bkl_nkw_jwb" target="_blank">Restricting data exports to certain
admins</a>.</p>
<p class="p">If necessary, click the <strong class="ph b">Export</strong> tab to display the data
export options. Some legacy versions of Zendesk show the export options on a separate
tab.</p>
<p class="p"><img class="image img-screenshot" id="topic_lz3_mb5_hl__image_c23_zlb_xdb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/export-reports-json-csv-xml.png" width="600"></p>
</li>
<li class="li">Select an export option. <ul class="ul" id="topic_lz3_mb5_hl__ul_tdr_tbp_4bc">
<li class="li">
<strong class="ph b">JSON export</strong>: Recommended for accounts with more than 200,000 tickets. Not
available in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828617370" target="_blank">sandbox</a> instances.<p class="p">To run a JSON export,
select a date range, select tickets, users, or organizations, then click
<strong class="ph b">Export</strong>. </p>
<p class="p">For more information, see <a class="xref" href="#topic_eqh_clm_c5b">Full JSON export</a>.</p>
</li>
<li class="li">
<strong class="ph b">CSV export</strong>: Not available in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828617370" target="_blank">sandbox</a> instances.<p class="p">To run a CSV export, select a date
range and click <strong class="ph b">Export</strong>.</p>
<p class="p">For more information, see <a class="xref" href="#topic_ipx_clm_c5b">CSV export</a>.</p>
</li>
<li class="li">
<strong class="ph b">XML export</strong>:<p class="p">To run an XML export, select <strong class="ph b">request file</strong> next to each
option. Setting a date range or selecting a data type is not available.</p>
<p class="p">For
more information, see <a class="xref" href="#topic_szx_clm_c5b">Full XML
export</a> and <a class="xref" href="#topic_a3y_clm_c5b">User XML
export</a>.</p>
</li>
</ul>
<div class="note">
<span class="notetitle">Note:</span> If you receive an error on the export, adjust the date range and try
again.</div>
</li>
</ol>
<div class="p">When the export is complete, Zendesk sends you an email containing a download link to your
data file. Click the link to download the zip file. The export files contained within the
zip file are named using the following pattern:
<code class="ph codeph">export_YYYY_MM_DD_uniqueID_X</code>, where:<ul class="ul" id="topic_lz3_mb5_hl__ul_awx_4zt_5bc">
<li class="li">
<code class="ph codeph">YYYY</code> is the year</li>
<li class="li">
<code class="ph codeph">MM</code> is the month</li>
<li class="li">
<code class="ph codeph">DD</code> is the day</li>
<li class="li">
<code class="ph codeph">uniqueID</code> is automatically generated and unique to an export</li>
<li class="li">
<code class="ph codeph">X</code> is a numeric value related to the number of files in the zip. If
there is only one file in the zip, it will end in <code class="ph codeph">_1</code>; if there are two
files, you'll have files ending in <code class="ph codeph">_1</code> and <code class="ph codeph">_2</code>; etc. The
numbers at the end of the file aren't related to the order of the data within the
files.</li>
</ul>
</div>
<p class="p">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, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact Zendesk Customer Support</a>.</p>
<p class="p">If you haven't received the email notification, you can click <strong class="ph b">latest</strong> beside <strong class="ph b">Full
JSON export</strong>, <strong class="ph b">CSV export</strong>, <strong class="ph b">Full XML export</strong>, or <strong class="ph b">User XML export</strong> to
download the most recently generated report. The latest report displays your account data
from the file you last requested, not your current account data. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821033754-Delays-in-receiving-an-email-with-the-downloadable-data-export-file-" target="_blank">Delays in receiving the email with the downloadable data
export file</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lnw_tfb_sfb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the data export options</h2>
<div class="body">
<p class="p">You have the following data export options:</p>
<div class="p">
<ul class="ul" id="topic_lnw_tfb_sfb__ul_vvl_h1w_jwb">
<li class="li"><a class="xref" href="#topic_eqh_clm_c5b">Full JSON export</a></li>
<li class="li"><a class="xref" href="#topic_ipx_clm_c5b">CSV export</a></li>
<li class="li"><a class="xref" href="#topic_szx_clm_c5b">Full XML export</a></li>
<li class="li"><a class="xref" href="#topic_a3y_clm_c5b">User XML export</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_eqh_clm_c5b">
<h3 class="title topictitle3" id="ariaid-title4">Full JSON export</h3>
<div class="body">
<p class="p" dir="ltr">Exports tickets, users, or organizations to JSON files. Accounts with more than
one million tickets are downloaded in 31-day increments.</p>
<div class="note">
<span class="notetitle">Note:</span> Organization JSON exports include deleted organizations. Deleted organizations can be
identified by two specific JSON objects: <code class="ph codeph">name</code> and
<code class="ph codeph">deleted_at</code>. </div>
<p class="p">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.</p>
<p class="p" dir="ltr">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:</p>
<div class="p">
<pre class="pre codeblock"><code>{"ticket":{"id":....}}
{"ticket":{"id":....}}
{"ticket":{"id":....}}</code></pre>
</div>
<p class="p">You can create a valid JSON file by wrapping the objects into a "tickets" array as follows:</p>
<pre class="pre codeblock"><code>{
"tickets": [
{"ticket": {"id":....}},
{"ticket": {"id":....}},
{"ticket": {"id":....}}
]
}</code></pre>
<p class="p">The date ranges for these exports use a <a class="xref" href="https://developer.zendesk.com/rest_api/docs/support/incremental_export#excluding-system-updates" target="_blank">system-generated timestamp</a>. 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.</p>
<div class="p">
<div class="note" id="topic_eqh_clm_c5b__note_p1n_qdh_zgc">
<span class="notetitle">Note:</span> JSON exports don't include items with a system-generated
timestamp within 6 minutes of the export request. This prevents issues with trying to
fetch items that are still being updated when the export starts.</div>
</div>
<div class="p">If a single ticket has more than 1 MB of data, the comments are not included in the JSON file. In
that event, the resulting downloadable zip file will include at least two JSON files:<ul class="ul" id="topic_eqh_clm_c5b__ul_t1w_1dz_2qb">
<li class="li">A JSON file that includes all the tickets you exported, including tickets that
exceeded the 1 MB limit and were exported without comments</li>
<li class="li">A JSON file that includes the tickets that exceeded 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:</li>
</ul>
</div>
<p class="p"><img class="image img-screenshot" id="topic_eqh_clm_c5b__image_vl1_g3z_2qb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/export_tickets_json_error.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ipx_clm_c5b">
<h3 class="title topictitle3" id="ariaid-title5">CSV export</h3>
<div class="body">
<p class="p">Exports ticket data to CSV files. The data does not include deleted tickets, ticket
comments, or ticket descriptions. </p>
<p class="p">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.</p>
<p class="p">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, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887059866#topic_dil_hnc_xe" target="_blank">Setting time zone and format for Zendesk
Support</a>.</p>
<p class="p">The date range for this export uses a <a class="xref" href="https://developer.zendesk.com/rest_api/docs/support/incremental_export#excluding-system-updates" target="_blank">system-generated timestamp</a>.</p>
<div class="p">
<div class="note" id="topic_ipx_clm_c5b__note_urf_l2h_zgc">
<span class="notetitle">Note:</span> CSV exports don't include items with a system-generated
timestamp within 6 minutes of the export request. This prevents issues with trying to
fetch items that are still being updated when the export starts.</div>
</div>
<p class="p">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.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ipx_clm_c5b__table_w21_hrq_z3" rules="all" summary="">
<colgroup>
<col style="width:28.985507246376812%">
<col style="width:71.01449275362319%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d89e446" style="vertical-align:top;">Data</th>
<th class="entry cell-norowborder" id="d89e449" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">ID</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The ticket number. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Requester </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The name of the requester. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Requester ID</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The requester's ID number. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Requester external id </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The ID from an external system. Optional for accounts that have enabled
Professional or Enterprise single sign-on using JWT or SAML.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Requester email</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The requester's primary email address. <p class="p">If you want to export a list of
users' secondary email addresses, you must use the <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/users/users/#list-users" target="_blank">List Users API endpoint</a> while <a class="xref" href="https://developer.zendesk.com/documentation/ticketing/using-the-zendesk-api/side_loading/" target="_blank">side-loading identities</a> (for example:
<code class="ph codeph">GET /api/v2/users.json?include=identities</code>).</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Requester domain </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The email domain of the requester's primary email address. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Submitter </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">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. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Assignee</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The assignee at the time of export. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Group</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The group at the time of export. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Subject</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The subject of the ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Tags</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The tags added to the ticket at time of export. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Status</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The status at time of export </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Priority</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">Priority at the time of export. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Via</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The ticket channel from which the ticket originated. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Ticket type </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The type at the time of export. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Created at </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The original creation time and date. Displays in the account's time
zone.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Updated at </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The time and date of the most recent update. Displays in the account's time
zone. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Assigned at </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">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.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Organization </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The organization of the current requester (if any). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Due date </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The due date at the time of export. Displays in the account's time zone.
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Initially assigned at </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The time and date of first assignment to an agent (not to a group). Displays
in the account's time zone.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Solved at </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The time and date of the final or most recent change to solved status.
Displays in the account's time zone.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Resolution time </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The final or most recent resolution time in hours, rounded to the nearest
whole hour. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Satisfaction Score </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The current satisfaction rating status (Not Offered, Offered, Good or Bad).
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Group stations </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The number of group assignment changes made. The initial assignment upon
ticket creation also counts as a station. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Assignee stations </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The number of agent assignment changes made. The initial assignment upon
ticket creation also counts as a station. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Reopens </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The number of times a ticket has been changed from Solved to Open (whether by
agent or end user). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Replies</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The number of public agent replies on a ticket to a comment from an agent or
end user. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">First reply time in minutes </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The time between ticket creation time and the timestamp of the first public
agent comment, displayed in minutes.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">First reply time in minutes within business hours </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">Same as above, but only time that elapses during listed business hours is
counted. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">First resolution time in minutes </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The time between ticket creation time and the timestamp of the first change
of status to Solved, displayed in minutes. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">First resolution time in minutes within business hours </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">Same as above, but only time that elapses during listed business hours is
counted. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Full resolution time in minutes </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The time between ticket creation time and the timestamp of the final or most
recent change of status to Solved, displayed in minutes. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Full resolution time in minutes within business hours </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">Same as above, but only time that elapses during listed business hours is
counted. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Agent wait time in minutes </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The total time spent in the Pending status, displayed in minutes. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Agent wait time in minutes within business hours </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">Same as above, but only time that elapses during listed business hours is
counted. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Requester wait time in minutes </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">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. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">Requester wait time in minutes within business hours </td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">Same as above, but only time that elapses during listed business hours is
counted. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d89e446" style="vertical-align:top;">On hold time in minutes</td>
<td class="entry cell-norowborder" headers="d89e449" style="vertical-align:top;">The total time spent in the On-hold status, displayed in minutes. </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d89e446" style="vertical-align:top;">On hold time in minutes within business hours</td>
<td class="entry cellrowborder" headers="d89e449" style="vertical-align:top;">Same as above, but only time that elapses during listed business hours is
counted. </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_szx_clm_c5b">
<h3 class="title topictitle3" id="ariaid-title6">Full XML export</h3>
<div class="body">
<p class="p">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. </p>
<div class="p">The data includes:<ul class="ul" id="topic_szx_clm_c5b__ul_elk_klm_c5b">
<li class="li">
<strong class="ph b">Accounts</strong> - all the settings for your account </li>
<li class="li">
<strong class="ph b">Groups</strong> - detailed information about your groups</li>
<li class="li">
<strong class="ph b">Organizations</strong> - detailed information about your organizations</li>
<li class="li">
<strong class="ph b">Tickets</strong> - all the details (including comments) for all your tickets</li>
<li class="li">
<strong class="ph b">Users</strong> - a list of all your users (end users, agents, and admins)</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_a3y_clm_c5b">
<h3 class="title topictitle3" id="ariaid-title7">User XML export</h3>
<div class="body">
<div class="p">Exports user data to an XML file. The data includes:<ul class="ul" id="topic_a3y_clm_c5b__ul_gf4_glm_c5b">
<li class="li">
<strong class="ph b">Groups</strong> - detailed information about your groups</li>
<li class="li">
<strong class="ph b">Organizations</strong> - detailed information about your organizations</li>
<li class="li">
<strong class="ph b">Users</strong> - a list of all your users (end users, agents, and administrators).
</li>
</ul>
</div>
<p class="p">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 the <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/users/user_fields/#list-user-fields" target="_blank">List User Fields</a> endpoint in the Zendesk API. To
retrieve your custom organization fields, you can use the <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/organizations/organization_fields/#list-organization-fields" target="_blank">List Organization Fields</a> endpoint in the Zendesk
API.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_qd1_vgv_jwb">
<h2 class="title topictitle2" id="ariaid-title8">Exporting account data with the Zendesk API</h2>
<div class="body">
<p class="p">You can also use the Zendesk API to export data from your account. For example, you can use
the <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/users/users/#list-users" target="_blank">List Users</a> endpoint to export all the users in your
account. To learn how, see <a class="xref" href="https://developer.zendesk.com/documentation/ticketing/using-the-zendesk-api/exporting-users/" target="_blank">Exporting your users with the API</a> in the Zendesk
developer guide. The article shows you how to create a small script that exports all the
users in your account to a CSV file. You can then import the CSV file into your favorite
spreadsheet application.</p>
<div class="p">For more information, see the following Zendesk API reference docs:<ul class="ul" id="topic_qd1_vgv_jwb__ul_nkt_ygv_jwb">
<li class="li"><a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-tickets" target="_blank">List Tickets</a></li>
<li class="li"><a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/users/users/#list-users" target="_blank">List Users</a></li>
<li class="li"><a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/#list-organizations" target="_blank">List Organizations</a></li>
<li class="li">
<a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/ticket-management/incremental_exports/" target="_blank">Incremental Exports</a>
</li>
</ul>
</div>
</div>
</div>
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