My company's customers sometimes request the data subject access request (DSAR) when they close their accounts with us. To complete these requests, at the moment, we have to download each ticket as a pdf separately, which proves to be a strenuous task if the customer has more than ten tickets on their account.
Is there an option or extension enabling the zip download of all tickets for a particular user? These must include comments (don't have to include internal notes, though).
Is there a way to download all tickets raised by one customer in Zendesk?
The short answer is no easy way.
Explore doesn't include ticket comments. The ticket export option (https://support.zendesk.com/hc/en-us/articles/4408886165402-Exporting-data-to-a-JSON-CSV-or-XML-file) will not include comments for any ticket if you use csv, which is almost always what a customer would want. It also doesn't include comments for large tickets (>1MB) if you use json. In that case, someone would have to go back, review all the skipped tickets and manually export them.
The only option that would actually work as of today is to write your own API solution which is probably quite a lot of work (unless someone wants to share a solution). That API solution would need to take an organization name or id as a parameter, and loop through all the tickets to create some sort of output file.
What we've done for DSARs is to provide an export with all the other details for an organization except the comments in the ticket using an Explore report, which has been ok so far (although we haven't had a lot of these requests).
This question was also asked and answered here: https://support.zendesk.com/hc/en-us/community/posts/5477336187674-Is-there-a-way-to-download-all-tickets-raised-by-one-customer-in-Zendesk-
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.