Problem Statement
Large organizations tend to need better ticket management capabilities. Currently, end users can only view, create, and update tickets through the support portal, but cannot export their organization's ticket data for external analysis or reporting.
For organizations with numerous support contacts raising many tickets, maintaining oversight of ticket status and trends is challenging without the ability to export and analyze ticket data outside the portal.
Current Limitations
- Zendesk's native export functionality is only available to Admins and exports all tickets, not organization-specific data
- The Requests API provides JSON data for tickets available to the current user but requires technical expertise and doesn't offer a user-friendly export format
- End users have no self-service way to export their organization's tickets
Proposed Solution
Add an Export button to the support portal's ticket list view that allows end users to export their organization's tickets to CSV format. This would include:
- All tickets visible to the user based on their organization membership
- Key fields: ticket ID, subject, status, priority, created date, updated date, requester
- Filtering options to export specific subsets (e.g., by status, date range, priority)
