Exporting ticket, user, or organization data from your account

Location: Admin Center > Account > Tools > Reports


Important: To protect the data in your Zendesk account, data exports are not enabled
by default in Zendesk accounts. The account owner must contact Zendesk Customer Support to enable data exports in the
account.
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
Exporting team-member data.
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.
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 Restricting or deactivating account data exports.
This article contains the following sections:
Exporting account data
Understanding the data export options
Exporting account data with the Zendesk API




Exporting account data

Zendesk admins can export account data, such as tickets, users, or organizations, to JSON,
CSV, or XML files. See Understanding the data export options to review which type
of account data each file type can export.


Note: AI agent tickets cannot be exported.

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.
Note: Zendesk can't guarantee a specific order in which data
appears in the exported file.

To export ticket, user, or organization data from your account

If not done already, get Zendesk to enable data exports in your account. The account owner must contact Zendesk Customer Support to 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.


In Admin Center, click
Account in the sidebar, then select Tools > Reports. If
you don't see this option and data exports are enabled in your account, you may be
restricted from exporting data. See Restricting data exports to certain
admins.
If necessary, click the Export tab to display the data
export options. Some legacy versions of Zendesk show the export options on a separate
tab.


Select an export option.

JSON export: Recommended for accounts with more than 200,000 tickets. Not
available in sandbox instances. To run a JSON export,
select a date range, select tickets, users, or organizations, then click
Export.
For more information, see Full JSON export.


CSV export: Not available in sandbox instances. To run a CSV export, select a date
range and click Export.
For more information, see CSV export.


XML export: To run an XML export, select request file next to each
option. Setting a date range or selecting a data type is not available.
For
more information, see Full XML
export and User XML
export.



Note: If you receive an error on the export, adjust the date range and try
again.


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:
export_YYYY_MM_DD_uniqueID_X, where:

YYYY is the year

MM is the month

DD is the day

uniqueID is automatically generated and unique to an export

X 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 _1; if there are two
files, you'll have files ending in _1 and _2; etc. The
numbers at the end of the file aren't related to the order of the data within the
files.


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 click latest beside Full
JSON export, CSV export, Full XML export, or User XML export 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 Delays 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
CSV export
Full XML export
User XML export




Full JSON export

Exports tickets, users, or organizations to JSON files. Accounts with more than
one million tickets are downloaded in 31-day increments.

Note: Organization JSON exports include deleted organizations. Deleted organizations can be
identified by two specific JSON objects: name and
deleted_at.
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.
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:
{
"tickets": [
{"ticket": {"id":....}},
{"ticket": {"id":....}},
{"ticket": {"id":....}}
]
}
The date ranges for these exports use a system-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.


Note: 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.

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:
A JSON file that includes all the tickets you exported, including tickets that
exceeded the 1 MB limit and were exported without comments
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:






CSV export

Exports ticket data to CSV files. 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, see Setting time zone and format for Zendesk
Support.
The date range for this export uses a system-generated timestamp.


Note: 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.

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 the List Users API endpoint while side-loading identities (for example:
GET /api/v2/users.json?include=identities).



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 limited to a maximum file size of
500MB, which translates to roughly 200,000 tickets. Accounts may still hit this hard limit
with fewer than 200,000 tickets depending on the amount of data per ticket. In that case,
use the JSON export option.
The data includes:

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

Exports user data to an XML file. The data includes:

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 the List User Fields endpoint in the Zendesk API. To
retrieve your custom organization fields, you can use the List Organization Fields endpoint in the Zendesk
API.




Exporting account data with the Zendesk API

You can also use the Zendesk API to export data from your account. For example, you can use
the List Users endpoint to export all the users in your
account. To learn how, see Exporting your users with the API 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.
For more information, see the following Zendesk API reference docs:
List Tickets
List Users
List Organizations

Incremental Exports






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