Exporting tickets, users and organisations

This article walks through every option on the New export screen. The same options are used when you create a schedule.

1. Choose what to export

In What to export, choose Tickets, Users or Organisations. The rest of the screen changes to match.

• Tickets: choose One organisation (start typing its name to search) or All organisations.
• Users: tick the roles you want (End-users, Agents, Admins). Leave them all unticked to export every role. Then choose All users or Users in one organisation.
• Organisations: no extra choice; use the date range and filters to narrow them down.

Tip: "Users in one organisation" includes people who belong to that organisation as a secondary organisation. The Organisation column in the file always shows each user's primary organisation.

2. Pick a date range

Choose whether the range applies to the Created date or the Updated date, then either:

• click All time, Last 30 days, Last 90 days or Last 120 days, or
• type or pick exact From and To dates.

Dates are whole days in your Zendesk account's time zone, and both ends are included.

The quick ranges roll forward: "Last 30 days" always means the 30 days before the export runs. That matters for schedules, which export a fresh window every time. Dates you type yourself stay fixed.

3. Add filters (optional)

Click Show filters to narrow the export further. A record has to match every filter you set.

• Tickets: status, brand, group, ticket form and tags.
• Users and organisations: tags.
• Tags: separate tags with spaces or commas, then choose Match any tag or Match all tags.

Custom field filters

Click Add custom field filter to filter on a custom field (up to 5). You can filter on checkbox, dropdown and multi-select fields:

• Checkbox: choose Yes or No. A checkbox that was never ticked counts as No.
• Dropdown: pick one or more options; a record matches if it has any of them.
• Multi-select: pick one or more options; a record matches if it has at least one of them.

4. Choose the columns

• Layout (tickets only): Wide gives one row per ticket, with its public comments in columns. Long gives one row per public comment, with the ticket fields repeated on each row.
• Include custom fields: ticked, every custom field is added as its own column; unticked, none are.
• Choose fields: pick which standard fields to include.

Private (internal) comments are never exported.

5. Check the estimate and start

The Summary panel shows an estimate such as "≈ 12,400 tickets · ≈ 37 min". When a filter can't be counted in advance (for example brand, group, form or custom field filters), the estimate reads "up to ≈" instead. Click Start export. The app switches to History, where you can follow its progress. You can close the app; the export keeps running.

What's in the file

• A CSV file (UTF-8) that opens directly in Excel and Google Sheets.
• Column headings use your Zendesk field names.
• Dropdown and multi-select values show their option names; checkboxes show Yes or No.
• Dates and times are in your account's time zone.
• Ticket exports include the ticket's public comments (date, author and text), oldest first.