Ticket Archive documentation

Requirements

• A Zoho Desk organisation on an edition that allows Marketplace extensions (Standard, Professional or Enterprise). Free and Express have a small daily API credit allowance and have not been tested.
• An agent whose Zoho Desk role can see the tickets, threads and comments you want to archive. The extension never sees more than that agent can.
• A desktop browser that allows the Zoho Desk page to download several files.

Installation

Once the extension is listed, install it from Zoho Marketplace into your Zoho Desk organisation. Zoho Desk then asks you to authorise its connection with four read-only scopes: Desk.tickets.READ (tickets, threads and comments), Desk.contacts.READ (contact names and the contact email filter), Desk.basic.READ (departments and agent names) and Desk.search.READ (finding the tickets that match your filters). It asks for no write scope.

After installation, Ticket Archive appears in the Zoho Desk top band. There is nothing else to configure.

Creating an archive

• Open Ticket Archive from the Zoho Desk top band.
• Choose tickets: Created from and Created to are required. Department, Status (any of, comma-separated), Tags (any of) and Contact emails are optional. Untick Include private threads and internal comments for a customer-safe copy.
• Choose the output: PDF per ticket and index, Excel (.xlsx), CSV with a comma or semicolon separator, and whether attachments are listed or also added to the ZIP (beta). Set the API credit budget for this run.
• Press Preview. The confirmation shows the number of tickets, the estimated API credits and time, and any warnings. Nothing is downloaded yet.
• Press Start export and keep the panel open. Each ZIP part downloads when it is ready; if your browser asks to allow multiple downloads, choose Allow. Download last part again offers the most recent part again.
• If the budget is reached or the panel closes, open Ticket Archive again: Unfinished export offers Resume, which continues after the last delivered ticket, or Discard.

What is in a ZIP part

• tickets/: one PDF per ticket with its fields and the full conversation in order. Private threads and internal comments are highlighted and labelled.
• index.pdf: one line per ticket in the part.
• archive.xlsx with the sheets Tickets, Messages and Attachments, and, if chosen, the same tables as CSV files (UTF-8). Cells that start like a spreadsheet formula are prefixed so Excel does not run them, also after a comma or semicolon.
• attachments/: the attachment files, only when the beta option is chosen and the file was verified.
• manifest.json (ticket IDs, skipped tickets and the reason) and README.txt (the filters and contents of the part).

API credits, speed and limits

• Zoho Desk gives every organisation a daily API credit allowance (5,000 on Free and Trial, more on paid editions). A ticket uses roughly one request for its thread list, one per thread and one for its comments; the preview shows the estimate for your filters.
• The extension makes one request at a time, at most 40 a minute. Expect roughly 1,000 tickets in about two hours; tickets with many threads take longer. These are estimates, not measured on a live organisation yet.
• At most 20,000 tickets per run. Split larger archives by date range.
• A ZIP part closes at 100 tickets or about 150 MB. A PDF shows up to 200,000 characters per message; an Excel cell holds up to 32,767 characters.
• Supported Zoho Desk data centres: US, EU, IN, AU, JP, CA and SA.

Questions

• Does it include private notes? Yes, when Include private threads and internal comments is ticked. They are highlighted and labelled in the PDFs and marked Private in the spreadsheets.
• Where is my data processed? In your browser, inside Zoho Desk. Nothing is sent to Atesen Software.
• Why does it pause? It stops at the API credit budget you set so your other integrations keep working. Resume later and it continues after the last delivered ticket.
• Does it change tickets? No. It only uses read-only scopes and sends only read requests.
• Can I export tickets I cannot see in Zoho Desk? No. Each agent exports with their own Zoho Desk permissions.

Pricing

Planned price: 19 US dollars per organisation per month, or 190 US dollars per year, billed by Zoho through Zoho Marketplace. The extension is not listed yet, so it cannot be bought today, and the price may change before it is.

Troubleshooting

• The panel says the Zoho Desk API limit was reached: the organisation's daily credits are used up. The finished part has been delivered; press Resume the next day.
• The panel asks you to re-authorise the extension connection: authorise the Ticket Archive connection again in Zoho Desk, then press Resume.
• The panel asks you to allow downloads: allow multiple downloads for the Zoho Desk site in your browser. The export does not move on until the part is saved.
• A ticket is listed as skipped in manifest.json: it was deleted, or the agent may not read it. Other tickets are not affected.