Searching in Zendesk works as you would expect; you enter words you wish to search for, and Zendesk returns all items that contain ALL of the words entered. The result set is ordered intelligently, e.g. tag matches are ranked higher than content matches. Items included in the search are users, groups, organizations, tickets and topics.

In addition, Smart Search offers various operators and property keywords. With Smart Search you can combine your free text search queries with smart queries and perform searches such as HP driver assignee:me, priority>normal and email:company.com. Embracing Smart Search will really speed up your day-to-day work routines.

Property keywords

There are some property keywords that you can use for customized search results. Keywords should be entered after the query and follow this format: keyword:value keyword:value or keyword:value keyword:”value1 value2” as any values with spaces must be surrounded by quotes.

• requester, submitter or assignee – This lets you search for tickets that are requested, submitted or assigned to/by a specific person. You can enter the person’s full name, or just the beginning of it. Also, you can use “me” as a special keyword to associate yourself or use “none” to designate no person. Examples: submitter:”John Smith”, submitter:john, requester:me, assignee:none
• status, priority and ticket_type – searches for tickets with specific property values. Examples status:pending, priority
• group – lets you limit the search to tickets assigned to specific groups. Example: group:software
• organization - limit by ticket organization, .e.g. organization:wooldsworth.
  
• tags – Searches ticket and topics by tag. Examples tags:printer
• type - Limits the search by item type. E.g. type:user