Forums/Documentation/Searching the data in your Zendesk

Zendesk search reference

Anton de Young
posted this on June 30, 2011 15:43

In addition to full text search, you can search using common search operators combined with data property keywords and values to narrow your search results. This reference describes how to search for the data in your Zendesk.

This article is aimed at administrators and support managers with full access to the data in Zendesk. If you're an agent, start with Searching the data in your Zendesk and refer back to this reference article if you want to do more advanced searches.

Topics covered in this article:

Search basics in Zendesk

Search terms can include any string, including user, organization, and group names. For example, you can simply use "vip" to list all users with the vip tag. However, the results could also include other data in your Zendesk that match the term vip. You can filter the results by using keywords and operators. For example, the following type keyword limits the search for "vip" to users:

type:user vip

Keywords and operators are explained later in this article.

If submitting multiple terms, search has a default AND behavior rather than an OR behavior. For example, searching for the following phrase return results only if all of the words are present.
Please upgrade my account

Other essential facts about search in Zendesk:

  • How soon can new data be searched?

    When you add new data to your Zendesk, it typically takes about 2 to 3 minutes before it's indexed and can be searched.

  • How do titles and tags affect search?

    Both the ticket or forum article title and any tags added to either help to improve search results. The title is weighted more heavily than tags.

  • How do word stems affect search?

    You must specify at least the first three letters of the search term to get results. Using the "sas" stem will return "Saskatchewan" if it exists. Using the "sa" stem won't. The rule also applies to secondary search terms. Example: "Jackson Mis".

  • Are there limitations to wildcard searches?

    You can only do wildcard searches when combined with property keywords (subject:photo*).

  • Who can search what?

    Administrators can search all the data in your Zendesk. Agents can search the ticket, user, and forums data that they've been granted access to. End-users can do full text searches of the knowledge base.

Search operators

The following search operators can be used to build your search statements.

Table 1. Search operators
OperatorDescription
: The colon indicates that the given field should equal the specified value.
status:open
< Less than.
status<closed
> Greater than.
priority>normal
" " Double quotes. This is referred to as a phrase search and returns the exact words in the exact order.
subject:"Please upgrade my account"
- Minus sign. Excludes items containing a word (or property value) from the search results. For example, the following statement excludes any item containing the word 'account' from the search results:
status:pending upgrade -account 
* The wildcard operator is useful when you want to search various forms of a word. For example, searching forphoto*returns results that would include photography, photographer, photograph and any other words that began with 'photo'.
However, because of the performance issues involved with doing wildcard searches, unqualified wildcard searches are not currently supported. In other words, you need to use a property keyword to make your search specific to the data you're trying to locate.
subject:photo*

Searching for properties that have no data

Properties that contain no data can be searched for usingnoneas the value of a keyword, as in this example:
assignee:none

This returns all unassigned tickets.

You can use thenonekeyword value to search any of the data object properties.
type:user organization:none

This returns the users who have not been added to an organization.

Using the type keyword

One of the tools you have available for narrowing your search results is thetypekeyword. It's used to explicitly declare that you want to search the following data objects:

  • ticket
  • comment
  • user
  • organization
  • group
  • entry or topic (forums)
Using thetypekeyword means that you are explicitly searching on the object you specify. For example, you can search for all the users that belong to the Customers organization using this search statement:
type:user organization:customers

If you instead searched fororganization:customersyou'd get all the tickets that have requesters who belong to this organization. This is because by default searches that do not explicitly declare an object return results for tickets (and organization is a ticket property).

Usingtype:user, your search returns all user profiles for users that belong to the Customers organization. So, you're narrowing your search to the user object and excluding tickets.

Note: The quickest way to understand the difference between searching for ticket and user data is to select one of your users who has submitted tickets and then do both of these searches:type:ticket "user name"andtype:user "user name".

While organizations and groups are properties of the user object, they have their own properties that can be searched as well. The following query allows you search only for organization tags, excluding tags of the same name that may be used in other elements of your Zendesk such as tickets and forum topics.

type:organization tags:premium
Similar to that, suppose that you've used the same tag in tickets and forum topics. To search for the occurrence of your tag in forum topics only, you can use the following search statement.
my_tag type:topic

Searching by date

Date properties (such as created, updated, and solved) can be combined with search operators to return data from a specific date, on or previous to a certain date, and on or after a certain date. The date format for all the date properties is YYYY-MM-DD.

To search for data on or before a certain date, use the less than (<) operator:
type:organization created<2011-05-01
To search for data on or after a certain date, use the greater than (>) operator:
due_date>2010-01-10
To search for a specific date, use the equals (:) operator:
solved:2010-01-10

Searching within a date range

You can search within a date range, for example August 1st, 2011 through August 5th, 2011, using the following search statement:
created>2011-08-01 created<2011-08-05

Searchable ticket property keywords

Here's the list of ticket properties that can be searched. For more information about searching tickets, see Searching tickets.

Table 2. Searchable ticket properties
KeywordDescription
Ticket ID
There isn't a property keyword for the ticket ID. Instead, you simply search for the ticket by its ID number in the following format:
233
created The date the ticket was created.
created:2011-05-01
updated The date of the most recent ticket update.
updated>2011-05-15
solved The date the ticket was set to solved.
solved<2011-06-01
due_date The due date of tickets with type set to Task.
due_date:2011-06-01
assignee The assigned agent.
assignee:"Susan Warren"
submitter The ticket submitter. This may be different than the requester if the ticket was submitted by an agent on behalf of the requester. You can use the user's name, email address, or the 'me' keyword. See Searching ticket user roles.
submitter:me
requester The ticket requester.
requester:amy@mondocam.com
subject The text in the ticket's subject.
subject:"upgrade account"
description The text in all the ticket's comments.
description:defective
status Possible values: new, open, pending, hold, solved, closed.
status<closed
ticket_type Possible values: question, incident, problem, task.
ticket_type:problem
priority Possible values: low, normal, high, urgent.
priority>low
group The assigned agent's group name.
group:"Level 2"
organization The name of the ticket requester's organization.
organization:customers
tags Tags that have been added to the ticket.
status:pending tags:premium
via The ticket's source, which can be any of the following:
  • mail (from an email message)
  • get_satisfaction, get_sat, "get satisfaction" (from Get Satisfaction)
  • dropbox (from the Zendesk Feedback Tab)
  • chat (from Chat)
  • twitter_dm, "twitter dm", "twitter direct" (from a Twitter direct message)
  • twitter_fav, twitter_favorite, "twitter favorite" (from a Twitter favorite)
  • twitter (from any Twitter method including direct message and favorite)
  • voicemail (from a voicemail message)
  • phone_call_inbound (from an inbound phone call)
  • phone_call_outbound (from an outbound phone call)
  • phone (from voicemail or an inbound call)
  • sms, text, "text message" (from a text message)
  • logmein, logmein_rescue, "logmein rescue" (from LogMeIn)
via:phone
commenter People who have added comments to tickets.
commenter:"Mike"
You can search by a user's ID, a partial name, full name, and using an email address.
cc People who have been CC'd on tickets.
cc:amanda@mondocam.com
You can search by a user's ID, a partial name, full name, and using an email address.

You can also search custom fields. See Searching custom ticket fields.

Searching for tickets with a user's telephone number

To locate a user's tickets based on their phone number, you can use a search statement like this:

requester:+14154187506 status:new

This works with all of the ticket user roles:submitter,requester, andassignee.

Searchable user property keywords

Here's the list of user properties that can be searched. For more information about searching users, see Searching users, groups, and organizations.

To search for user data, you need to use thetypekeyword. See Using the type keyword.

Table 3. User property keywords
KeywordDescription
name The user's partial or full name.
type:user name:"alex anderson"
email The user's email address.
type:user email:alex@mondocam.com

You can search for all users in an email domain. See Searching for users by email domain.

group The user's group name. This only applies to admin and agent users.
type:user group:"Level 2"
organization The user's organization name.
type:user organization:mondocam
created The date the user was added to your Zendesk.
type:user created<2011-05-01
notes All text in the notes field in the user's profile.
type:user notes:"manager"
details All text in the details field in the user's profile.
type:user details:"san francisco, ca"
external_id The user's external ID, if used.
type:user external_id:0098884412
phone The user's phone number. You must search for the number exactly as it was originally entered into the user's account.
type:user phone:555-111-2222
tags Tags that have been added to the user's profile.
type:user tags:premium tags:wholesale
For more information about tagging users and organizations, seeAdding tags to users and organizations.

Searchable organization property keywords

Here's the list of organization properties that can be searched. For more information, see Searching users, groups, and organizations.

To search for organization data, you need to use thetypekeyword. See Using the type keyword.

Table 4. Organization property keywords
KeywordDescription
name The user's partial or full name.
type:organization name:mondocam
created The date the organization was added.
type:organization created<2011-05-01
notes All text in the notes field in the user's profile.
type:organization notes:EMEA
details All text in the details field in the user's profile. type:user details:information
type:organization details:london
tags Tags that have been added to the organization.
type:organization tags:premium

For more information about tagging users and organizations, see Adding tags to users and organizations.

Searchable group property keywords

Here's the list of group properties that can be searched. For more information, see Searching users, groups, and organizations.

To search for group data, you need to use thetypekeyword. See Using the type keyword.

Table 5. Group property keywords
KeywordDescription
name The group's name.
type:group name:"level 2"
created The date the group was added.
type:group created<2011-05-01

Searching custom user and organization fields

You can search for data in custom user fields and custom organization fields by using the key that identifies the custom field.

To locate the key for a custom field, click the Admin icon () and select User Fields or Organization Fields, then click the name of a custom field. The field key appears in the properties panel on the right.

Note: You cannot search for data in custom ticket fields the same way that you can for custom user and custom org fields. For custom ticket fields you can search for data in drop-down and checkbox fields based on their tags. For more information, see Searching custom ticket fields.

 

Field typeOperatorsExamples
Drop-down list : Find users or organizations where plan_type is platinum:
plan_type:platinum

Find users or organizations where plan_type is platinum or gold:

plan_type:platinum plan_type:gold
Text

Multi-line text

Regular expression

: Find users or organizations where product_name contains widget:
product_name:widget

Find users or organizations where product_name contains the multi-word phrase "red widget:"

product_name:"red widget"
Numeric

>, <, >=, <=, :

Find users or organizations where num_agents is exactly 5:
num_agents:5

Find users or organizations where num_agents is between 4 and 10, inclusive:

num_agents>4 num_agents<10
Decimal >, <, >=, <=, : Find users or organizations where avg_score is greater than 14.5:
avg_score>14.5

Find users or organizations where avg_score is between 10.1 and 15.3, exclusive:

avg_score>10.1 avg_score<15.3
Check box : Find users or organizations where is_active is true:
is_active:true
Date >, <, >=, <=, : Find users or organizations where subscription_date is before 2013-06-23:
subscription_date<'2013-06-23'

Find users or organizations where subscription_date is between 2012-05-23 and 2013-06-23, exclusive

subscription_date>'2012-05-23' subscription_date<'2013-06-23'

Searchable satisfaction rating keywords

To search for tickets by customer satisfaction status and rating, you need to use thetypekeyword. See Using the type keyword. For more information on customer satisfaction, see Using customer satisfaction rating.

Table 6. Satisfaction rating keywords
KeywordDescription
bad Tickets that have been rated 'bad'.
type:ticket satisfaction:bad
badwithcomment Tickets that have been rated 'bad' that also include a comment from the ticket requester.
type:ticket satisfaction:badwithcomment
good Tickets that have been rated 'good'.
type:ticket satisfaction:good
goodwithcomment Tickets that have been rated 'good' that also include a comment from the ticket requester.
type:ticket satisfaction:goodwithcomment
offered When you request a customer satisfaction rating, the ticket satisfaction rating status is set to 'offered'. The following notification is added to the ticket: Customer satisfaction feedback was offered. This means that you've asked for but not yet received a response to the rating request.
type:ticket satisfaction:offered

Searching for ticket attachments (files and screencasts)

You have the following options for searching for ticket attachments. These include files as well as screencasts (see Adding a screencast to a ticket or a Web portal article in the Zendesk Agent Guide).

Table 7. Ticket attachment keywords
KeywordDescription
has_attachment You use this keyword to search for tickets that either do or not contain file attachments. There are two valid values for this keyword:trueandfalse.
has_attachment:true
has_attachment:false
attachment_name You can also search for a file attachment by name.
attachment_name:image001.jpg
has_screencast Like thehas_attachmentkeyword, thehas_screencastkeyword can either betrueorfalse. Screencasts is an optional feature in Zendesk that you must enable to use (see Enabling screencasting in your Zendesk.
has_screencast:true
has_screencast:false

Searching for tickets with a specific ticket form

You can search for a ticket form and get results for all tickets where that ticket form is applied.

To do so, use this search statement:

form:"<ticket form name>"

For example, the following search returns all tickets that use the Change Request ticket form.

form:"Change Request"
 

Comments

User photo
Anton de Young
Zendesk

Update 9/12/11:

You can now search within a date range, for example August 1st, 2011 through August 5th, 2011, using the following search statement:
created>2011-08-01 created<2011-08-05

 

Using the via keyword, you can now search for tickets by source, which can be any of the following:

  • mail (from an email message)
  • get_satisfaction, get_sat, "get satisfaction" (from Get Satisfaction)
  • dropbox (from the Zendesk Feedback Tab)
  • chat (from Chat)
  • twitter_dm, "twitter dm", "twitter direct" (from a Twitter direct message)
  • twitter_fav, twitter_favorite, "twitter favorite" (from a Twitter favorite)
  • twitter (from any Twitter method including direct message and favorite)
  • voicemail (from a voicemail message)
  • phone_call_inbound (from an inbound phone call)
  • phone (from voicemail or an inbound call)
  • sms, text, "text message" (from a text message)
  • logmein, logmein_rescue, "logmein rescue" (from LogMeIn)
via:phone
September 12, 2011 09:11
User photo
Christian Malcolm
megatron1

This search functionality is great and keeps getting better.  One criteria I'd like to ask about is the custom views.

I've made a custom view with a list of criteria (tickets within the last 2 weeks).  Is there a way to do a search within that?

Regards,
C Malcolm

September 27, 2011 05:32
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Stefan Will
Zendesk

Hi Christian,

what you're looking for is not possible at this point, although it's a great idea and something we might implement in the future.

October 04, 2011 09:17
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Jeffrey Davidson
iasta

From what I can tell, only the initial post in a ticket it searchable. If I use words in followup posts, then later search for them, the ticket will never show up. Is this the designed behavior?

October 06, 2011 11:19
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Jeffrey Davidson
iasta

Nope - that's not quite right. I still didn't find what I expected, but it's not a non-first-post issue. Ignore me. :-)

October 06, 2011 11:33
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Chris Markle
aspera

Using the search type 'name:xxx type:organization' (or something like it), can I search for an EXACT match on the organization's name? When I try 'name:dog type:organization' I am getting all organizations with 'dog'  in the name, where I really am after the single organization named 'dog'. Can what I after be accomplished?

October 12, 2011 10:52
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Anh-Tuan GAI

Search is great BUT it would be MUCH MORE USEFULL if we can get a table view of resulting tickets to do a bulk update.

Use case:

  • We have a custom Pivotal Tracker Story ID field for each non-Q&A ticket.
  • Some tickets share the same Pivotal Tracker Story ID (same bug or feature request)
  • When a Pivotal Story is updated we would like to update all related tickets (for example solve those tickets) by doing a search on the Pivotal Tracker Story ID.

October 26, 2011 05:31
User photo
Anton de Young
Zendesk

Chris, 

Using a search like "type:organization name:dog" will return all orgs that contain "dog" as you say. That's expected. If you want to return a specific organization you could do something like this:

type:organization name:dog notes:10

They key here is to add some additional unique data about the organization to the search. I just added '10' to the org notes as an example of course. It could be anything. You could also search for data in the org's details property or add a unique tag, which is probably the best way to go. Check out this topic: Adding tags to users and organizations

November 03, 2011 10:41
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Anton de Young
Zendesk

Update 11/3:

You can now search for ticket commenters and CCs. See the ticket properties table above.

November 03, 2011 10:44
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David Lindner
improove

I would love to be able to do the following types of searches:

  • Tickets solved within 24 hours (relative to created)
  • Tickets solved within 8 business hours (relative to created)
  • Tickets not solved within 1 week (relative to created)
  • Tickets with at least one post by a user of a particular group

Are any of those possible?

/ David
November 26, 2011 05:11
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Steve Creel

Thanks for the "CC" search addition, huge help!  I haven't had any luck searching "assignee:-me" or "-assignee:me".  Is this not supported or am I missing the proper syntax?

 

(I'm intending to search "cc:me -assignee:me status<solved")

November 28, 2011 10:04
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Laura

+1 for @Anh-Tuan GAI's post

"Search is great BUT it would be MUCH MORE USEFULL if we can get a table view of resulting tickets to do a bulk update."

Totally agree!

November 28, 2011 20:18
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Mikkel Svane
Zendesk

@Laura, @Anh-Tuan GAI, have you tried this interface: /rules/search

November 28, 2011 21:41
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Stefan Will
Zendesk

@Laura, @Anh-Tuan: As Mikkel pointed out, you can actually click on "Browse tickets by properties" in the sidebar when looking at a search result. This shows you a table view of matching tickets (unfortunately you'll have to enter new filter rules since that interface doesn't use search). But it does let you do bulk updates.

 

Zendesk_Support___My_working_tickets__6_-1.jpg

November 29, 2011 16:10
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Stefan Will
Zendesk

@Steve: Unfortunately negative property matches are not supported at the moment, but we will add support for those in the near future.

November 29, 2011 16:24
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Robert Owen

I'm trying to search using the URL so we can get a popup from our softphone to search for the incoming caller. I'm using http://support.flexitime.co.nz/search?query=type:user%20phone:12345...

Where 123456789 is the phone number of one of our users but it doesn't return anything. Am I doing something wrong or is this not working? Cheers.

December 05, 2011 16:25
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Stefan Will
Zendesk

@Robert: Phone numbers are indexed exactly as they appear in the user's property page. E.g. if the phone number is stored as "123 456 789", you have to search for it in exactly that format (e.g. phone:"123 456 789").

December 05, 2011 16:35
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Robert Owen

Hi Stefan, thanks for your quick reply. I was entering the number exactly as it was on the users record, but didn't have quotes around the number - so that fixed the problem. Perhaps the example above should include quotes (although implicitly a string by the inclusion of dash -)

Cheers,

Rob.

December 05, 2011 16:49
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sukarna acharya

Hi Stefan, what value should be used to find tickets create via Web service(API). via:web_service is not working.

Regards,

sukarna

December 07, 2011 23:08
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Bill Davis
solium

I'm wondering if the search results are sorted by a percentage match of the criteria.  I've recently noticed that when we enter the name of the organization in the search bar that the search results typically return all the tickets before the actual organization appears.  i would think that when you type the exact name of the organization into the search bar that the organization would have the highest % match and appear at the top of the list.

I do notice that when i go into the admin screens and use the 'People' serach that the percentage match does make teh organization appear at the top of the results, but in the agent search the organization is off the first page.

 

Any hints, tips or future updates that would make the results appear higher in the list?

We prefer not to type organization:namehere as it's quicker and easier to type the 'namehere' of the company.

December 08, 2011 05:20
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Salim Saifi

i trying to search     type:ticket requester:mukesh@clavax.com status<Solved

no showing  still solved ticket . is  search string  not correct .


December 15, 2011 22:20
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sukarna acharya

Hi Salim,

I think you may try with 3 instead of Solved. Experimentally it is observed by me that for text values(i.e. new, open, pending, solved etc.) only : operator works with REST API, but with corresponding numeric values both < and > as well as :  operator works.

For corresponding numeric values of different id values, you may check http://www.zendesk.com/support/api/tickets

with regards.

sukarna

December 15, 2011 23:00
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Ed Wiancko

Apparently it does not accept wild cards as the first character:

 - This works:  phone:612*

 - This is rejected:  phone:*5629

Will this be addressed?

Is there another way to do it?

January 06, 2012 11:50
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Jakub Glodek
Zendesk

Hi Ed!
This is an expected behavior as when you do a * search, it has to go through all entries and thus would create a big performance hit on our search. I don't expect this to change. There may be options in the future for us to do a partial word/criteria search. I did find a feature request post that references this:

https://support.zendesk.com/entries/20112168

I also see that you already voted for it, but I wanted it linked here in case others are hitting the same issue. There is no workaround to this at this time.

Jakub

January 06, 2012 14:00
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Stefan Will
Zendesk

Hi Ed,

just to elaborate a bit on Jakub's answer: for performance reasons we don't currently support postfix wildcard searches (e.g. *foo). We might actually enable this for specific fields in the future (e.g. email addresses, phone numbers etc) - where it makes sense. There aren't any immediate plans to do this at this point though, but you might want to put in a request in our feature request forum.

What we are working on currently is a solution for the problem discussed in https://support.zendesk.com/entries/20112168: enabling searches for "loading" to find "loaded" or "loads" etc. But that won't really help with phone numbers.

-- Stefan 

January 06, 2012 14:23
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Blao Paul

Hello, is it possible to restrict search to a forum category?

January 11, 2012 11:01
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Neil Lillemark
electriccloud

Will search be augmented in the near future to be scanning PDFs that are stored inside our Zendesk pages?  Google can already find these documents if the entries are publicly accessible, so it would be ideal to have this be done inherently within your logged in session as well.

January 18, 2012 09:24
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Stefan Will
Zendesk

@Neil: Unfortunately searchable forum attachments are not currently on our roadmap, although it does sound like something that might be useful. If you don't mind, why don't you log a feature request in our Feature Request Forum and include a few examples of content you'd like searchable.

January 19, 2012 16:59
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Jill Kaselitz
Zendesk

@Blao Paul If you were to select a category and then perform your search, your search will be restricted to the category in question. For example, if you select our Using Zendesk category (https://support.zendesk.com), any search terms you enter will be restricted to this category. If that's not what you had in mind, please don't hesitate to let us know.

January 20, 2012 13:34
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Mark Heath
lovestockleaf

What capabilities does Zendesk have in terms of syndicated search?  For example, can Zendesk search be integrated with other knowledgebases (say Get Satisfaction etc) so that the user can search from the Zendesk interface but the search interrogates other search stores and return results accordingly.  I have used the Get Satisfaction Widget which allows the user to conduct another search separate to Zendesk, but would be great if these could be integrated in some way.  I understand from the documentation that this could also be achieved from integrating with Mindtouch, but would be interested to investigate the options and here from Zendesk what the possibilities are.

February 15, 2012 13:39
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Ben

How about searching the text in Macros?  (The Comment field, I mean)

We've made some changes to our product and now need to go through over 100 macros to find occasional references to the old data source name to update our prefabricated responses...

February 22, 2012 04:53
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Mattis

Is there a reason why searching for the same term repeatedly yields a different amount of results?

I've been trying to find a ticket with a specific number in it (in a custom number field we've made) and I get 2 results most of the time, and 3 results about 25% of the time. Sadly that rare result is the one I want so I have to keep searching until it turns up.

March 09, 2012 02:21
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Stefan Will
Zendesk

@Mark H: We don't currently support federated search across multiple data sources, although this is something that we're considering to add in the future. Are you looking for integration with specific third party search APIs, or for a way to include other data sources (such as your website) in Zendesk's index ?

March 12, 2012 11:10
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Rachel Primrose

I've been playing with the search quite a bit, but for my particular application, I'd like to be able to search after a date/time (not just a date).  Is there any way to do this or any plans for it? 

March 19, 2012 14:44
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Lyman Benton

Do you want your ZenDesk to automatically do "AND" searches rather than partial "OR" / 66%? Would you prefer to sort by most recent rather than the algorithm's idea of relevance?

I did. I tried the advanced search operators and wasn't satisfied. So I made the script in this entry:

https://support.zendesk.com/entries/21233103-introducing-a-script-t...

This auto-adds + signs to all top-right search box queries and employs DOM manipulation, so it won't work for all uses -- for example, if you frequently use complex search operators up there -- but even then you can still add complex operators on the search results page.

I just wanted to share for others with a similar need.

April 04, 2012 16:01
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fortran01
cascadeo

We need negative property matches. TIA

April 30, 2012 21:31
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Kayla Anderson

We need the ability to search our forum and article content across both our hub and multiple spoke sites without have to search them each individually.  Is this available or planned in the near future?  Maybe a Hub search feature that searches all content?

June 19, 2012 16:32
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Dan
moo

Does the minus operator not work for tags? I'd like to do a search for all tickets that don't contain a certain tag, but what I'd expect to work, doesn't. E.g.

type:ticket tags:-bob

I'l like that to search for all tickets that don't have a 'bob' tag. It returns nothing. Any I doing it wrong or can I not do this?

June 28, 2012 08:01
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Tetris Kiki

I second Rachel's request.  Have a search by TIME would be most helpful for us. Any plans?

July 03, 2012 17:20
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Daniel

How can I search custom fields like Order-Nr or own User-ID we are entering in the ticket?

July 19, 2012 06:55
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Tetris Kiki
July 24, 2012 17:09
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Carol Glennon

Hi, 
I am hoping to search all end-users for last_login_at:null but that is not working.  I am thinking that last_login_at is not a searchable user field? if this is the case, is there a better search to return users that have never logged in?
Also, here is the syntax of the json: api/v2/users/search.json?query=last_login_at:null 

Thanks!

July 31, 2012 08:40
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Aleksey Sanin

What is the best way to search for all un-assigned tickets (i.e. tickets with empty assignee_id)? I've tried assignee:"" but it doesn't seem to work.

Thanks!

August 13, 2012 21:45
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Seth Morgan

Anyone have success in lotus with searching by ticket number? It doesn't seem to matter how I search for tickets, I can only pull them up via requester/assignee/organization.

August 20, 2012 10:27
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Stefan Will
Zendesk

@Aleksey - you can search by "assignee:none"

@Carol - Unfortunately the user last login time isn't searchable at the moment, although we might implement some form of has_logged_in flag in the future. Would that solve your problem ?

@Seth - Searching by ticket number works for me, although apparently you have to hit enter after typing it. 

@Daniel - Custom fields should automatically be included in the base (non-fielded) search, and you can also search for "fieldvalue:foo" if you want to only search custom fields (and exclude the ticket body/subject/description). Currently the only way to distinguish between different custom fields is to assign tags as described in the above link.

August 20, 2012 10:45
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Seth Morgan

@Stefan: Thanks! Now please excuse me while I go punch my head through a wall someplace.... I coulda sworn I typed enter yesterday and got nothing! But now all is well and good. Thanks for the dose of Zen :) 

August 21, 2012 08:39
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Joy Gamotin
rapidcrush

is there a way to run a view or search for all the tickets shared to a different helpdesk?

September 03, 2012 05:13
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Chris Welford

+1 for exclude a tag value, as Dan Moo mentioned above, e.g.:

type:ticket tags:-bob

Either - are we doing it wrong? Or, if it's not possible, can we have this in the future please?

Overall though - great, really useful.

Thanks.

September 17, 2012 06:32
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Ann Gilley

On the old Zen I swear we used to have a button or link to "resort by most recently updated after we had put in search parameters and gotten result- I miss this in the new screens (everywhere but especially after a search) -  Is it still there somewhere? or has it been lost. 

September 27, 2012 10:49
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Jonathan March
Enthought

I agree, I would really like to be able to sort search results by most recently updated.

October 02, 2012 18:47
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Jozef Dresselaers

Same for me! Ability to sort the search results!  In the original agent-interface we have "Sort by latest activity | Sort by relevance". This is 'minimal' but better then in the new agent-interface where we don't have any sorting possibility!


October 09, 2012 07:13
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Jozef Dresselaers

… correction: In the new agent-interface we have the buttons on the left "Any time, Past day, Past week, Past month"…  but for a strange reason I never see those buttons when I actually need them… (Problem in my (fast) workflow)).

October 09, 2012 07:15
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Matt Moore

Can we search the ticket events?  Eg, give me a list of all tickets where the priority was changed from something else, to Urgent in the last week.

October 18, 2012 19:43
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Seth Morgan

@Matt: Are you talking about Lotus? I took a snapshot of what I found when trying out a priority search (attached)

October 19, 2012 13:04
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Stefan Will
Zendesk

@Matt - no, attribute change events aren't searchable currently. You can of course filter by the current status of the ticket, but not based on when the status was last changed.

October 19, 2012 13:09
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Ryan Mariotti

If you can only do one thing, add NEGATIVE search operators to all or some fields.  Something like: 

Organization:!Internal

would be very useful indeed.  Ideas for a workaround?

October 24, 2012 15:42
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Matthew DeWyer

I'm having issues getting any results in my search. I'm using PHP, and my code is:

$data = array('query' => 'type:ticket');
$json = json_encode($data, JSON_FORCE_OBJECT);
$resp = ZD_Curl('/search.json', $json, 'GET');

ZD_Curl() is just the function from here: https://support.zendesk.com/entries/21462093-php-and-zendesk-quick-.... The function works fine with other methods like pulling the list of all the users, but I cannot get searching to work. If I do a print_r() on $resp, I always get:

stdClass Object ( [results] => Array ( ) [next_page] => [previous_page] => [count] => 0 )

I've tried a bunch of different combinations, and am obviously missing something. Any ideas?

October 27, 2012 13:48
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Matthew DeWyer

Alright, I figured it out. The query data isn't supposed to be json formatted. Here's what I'm using now and it works:

$qa = array(
    'type'          => 'ticket',
    'sort_by'       => 'updated_at',
    'sort_order'    => 'desc',
    'requester'     => 'email@domain.com'
);
$query = implode('%20', $qa);
$resp = ZD_Curl('/search.json?query=' .$query, null, 'GET');

The one thing I'm still not sure of how to do is have it search by either the email address (requester field) OR a custom field (which in our case is the user's account id on our website).

Most of our tickets have the account id specified since they come through our contact form that's using the API that sets that custom field value. But, sometimes people just send an email to our support email address, so we need to be able to search by that as well.

Any ideas?

October 27, 2012 19:39
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Adam
Zendesk

I would suggest making your search simply: type:user (search term) where search term is either an email address or an account id.

October 29, 2012 10:40
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Matthew DeWyer

Can I have it be both, like:

type:ticket requester:email@domain.com 1234

And have it look for either a match on the email address, or a match on the user ID (in this case, 1234)? I'm trying to pull all tickets for a user, based on a match of either their email address or user ID.

October 29, 2012 11:04
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Adam
Zendesk

I believe if you just do requester:email@domain OR 1234

October 29, 2012 11:12
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Carlos Garcia Valencia
senergyoilandgas

Hi,

I'm using the SEARCH feature to retrieve tickets information, but I've just noticed that there are some properties nor returned on the results, such as status_updated_at, linked_id, assigned_at, etc, which are returned if I retrieve tickets through a VIEW, for example. Other properties have different names depending if I use SEARCH or a VIEW: due_date or status_id for VIEWS and due_at or status for SEARCH. And finally different results (and type) between using SEARCH or VIEWS:

SEARCH:

"status":"pending"

VIEW: 

"status_id":3

 

Is there a way to have the same results in both methods?

Thanks!!

 

November 06, 2012 02:13
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Carlos Garcia Valencia
senergyoilandgas

Hi,

I just found out what my problem was.

To retrieve tickets from the view, I was using the following link:

               https://{subdomain}/rules/{viewId}.json?page=1 which although using JSON, seems to work with the old API.

If I use the link:

               https://{subdomain}/api/v2/views/{viewId}./tickets.json?page=1, which uses API v2, the problem disappears.

 

So now I have the same property names and type of results when I use SEARCH or VIEWS.

 

My question is now:

Would it be possible to have on the results the same properties available with the old API, which are not longer on the results of the new API? : status_updated_at,   linked_id,    assigned_at,    solved_at,    etc...

 

Regards

November 06, 2012 07:42
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Robin Laurén

Is there a way to search for all Users who are Light Agents?

November 13, 2012 10:20
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Pierre Grenier
Product Manager

Hi Robin, this is not possible from the search box.  However, you can browser to the list of light agents by going to Manage > People > Roles and click on the Light Agent role to obtain the list of light agents for your account. 

November 13, 2012 15:19
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Artur

Ability to sort the search results

+1

November 21, 2012 00:24
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Nicolas Fouquet

Hi,

is it possible to search only merged tickets? Something like "cat assignee:me merge:yes" ?

Thanks,

nicolas

December 10, 2012 08:07
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Markus Weichselbaum

We often need to search for order numbers. How can I search for numbers in tickets without triggering a search for a ticket ID? 

December 17, 2012 19:18
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Justin Seymour
Zendesk

Nicolas: There is no way to search specifically for merged tickets. 

Markus: Are the order numbers in the ticket subject or within a custom field? If they're in a field, you can use a specific search: https://support.zendesk.com/entries/20238632-searching-tickets#topi...

December 18, 2012 10:59
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Markus Weichselbaum

Nicolas:  No the order numbers are in the body of the email/ticket. It's a very common use case for us that our partners and customers reference an order ID in an email/ticket. We have no way of putting them in custom fields as we are not the originators of said emails/tickets.

December 18, 2012 11:03
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Markus Weichselbaum

Sorry I meant Justin. :)

December 18, 2012 11:03
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Stefan Will
Zendesk

@Markus: which environment are you searching in ? Classic or New Zendesk ? Can you give us an example of an order number ? Are they all strictly numeric ?

December 18, 2012 11:06
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Markus Weichselbaum

@Stefan: I'm a fairly new Zendesk user so I think it's the new Zendesk. Here' an example of an order number: 415666542899841. Yes so far they're all strictly numeric.

December 18, 2012 11:08
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Stefan Will
Zendesk

@Markus: for technical reasons we have a temporary workaround in place that always searches for ticket ids in new zendesk if you type in a number. It's kind of counter-intuitive, but try clicking on "tickets" in the sidebar, or add "type:ticket" to your search, as in  "415666542899841 type:ticket".

BTW: We'll be able to drop this workaround soon and things should start working as expected.

December 18, 2012 11:12
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Markus Weichselbaum

@Stefan: That worked like a charm. Counterintuitive for sure but awesome nonetheless. A life saver. Thank you!

December 18, 2012 11:24
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Ivar Snaaijer

I would like to search for tickets that underwent a change on a certain day or in a specific period.

January 15, 2013 02:16
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Justin Seymour
Zendesk

Use the updated keyword. You can add in dates to your search string as well. 

January 15, 2013 06:13
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Ivar Snaaijer

If i search "updated:2013-01-03"  or "updated=2013-01-03" I only get items with the last change made to it on this particular date. I do not get items that where modified on that date, but had something done to them after this date.

I Would like to see all cases that where changed (either by an agent or a client) on a particular date, even if they where changed later.

January 16, 2013 14:51
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Jonathan March
Enthought

+1 to Ivar's suggestion (with different keyword, as both use cases are valuable)

January 16, 2013 15:22
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Stefan Will
Zendesk

@Ivar @Jonathan: Unfortunately this is not supported at the moment. We only index the last updated timestamp.

January 16, 2013 15:24
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Jonathan March
Enthought
January 16, 2013 16:42
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Jonathan March
Enthought
January 16, 2013 16:42
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cyril

+1 Ability to sort the search results (by date at least)

January 21, 2013 07:57
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Pierre Grenier
Product Manager

Cyril, as product managers we do review the Feature Requests forums quite often.  So it would be preferable that you vote on a related idea (if it exits... otherwise, I would recommend that you create that feature request).  Your vote will have more impact over there.

January 21, 2013 23:09
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cyril
January 22, 2013 07:54
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Dennis Theisen
Shopify

Two really big feature requests

1.) sorting results at least by last updated, i'm upvoting this here: https://support.zendesk.com/entries/22964292-ability-to-sort-the-search-results-by-date-at-least

2.) negating keywords. e.g. i want to find all tickets that contain certain keywords but not other ones. or for a zendesk app that looks up all related tickets i'd like to exclude the current ticket with e.g. -(ticket_id:123)

February 06, 2013 10:41
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Pierre Grenier
Product Manager

@Dennis... we will start development of excluding keywords from the search results (your #2) this quarter.  When completed, we will announce it there: https://support.zendesk.com/forums/202607-Release-notes.

February 06, 2013 10:51
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Mike Ryan

Isn't there a way to search for a group of tickets, if you have a list of the TIDs - like, I'm searching for #1234 and #1235 and #1236? I thought I could just type in 1234,1235, 1236 and get those tickets pulled up...in Search.

February 08, 2013 14:43
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Mike Ryan

Oh, I think the answer is you can only do 3 at a time.

February 08, 2013 14:45
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Justin Seymour
Zendesk

Hey Mike: 

I can only get it to work with one specific ticket number at a time. I don't believe it will dynamically load all of those tickets. 

February 10, 2013 06:25
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Matthias Bauer

Is it possible to search for tickets that are closed now and the previous status was open?

I found that the default trigger for ticket updates was configured to not inform customers if the ticket was updated with a comment but at the same time the new status is closed.

Now I would like to find these tickets to send the missing answer to these customers.

 

Another very useful improvement (or even a vital feature) for the search would be to enable opening a ticket from search result in a new tab and keep the search result open. Or is that already possible but I didn't see how to do?

 

Best regards,

Matthias

March 05, 2013 11:56
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Jonathan March
Enthought

Matthias, if you really mean "Closed" then there should not be any such tickets, because the agent can't manually set Status to Closed, only to Solved. The status is later changed automatically from Solved to Closed, but there should not normally be any additional comment at that time.

March 05, 2013 12:03
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Matthias Bauer

Sorry I meant "Solved" and not "Closed". I'd like to find tickets that changed from "Open" to "Closed" because they didnt send by default my answer submitted at the same time to the customer.

March 05, 2013 12:08
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Jonathan March
Enthought

(Off-topic: I agree that the default Notification triggers are quite dangerous. I can't imagine why they are set to silently swallow final ("Solved") comments; this was one of the very first things that we changed when setting up our zendesk.)

The answer to your 2nd question is "yes, it can", at least in New Zendesk (Lotus). The current UI can be a bit confusing, because only tickets show in tabs, but intuitively one expects pages such as searches and views to also be reachable in tabs. Nonetheless, "Dashboard" and "View" and "Search" and "Manage" (and I think "Report") pages are still there unchanged and reachable by their icons on the left. So if you search, open a ticket, then click back on the search icon in the left bar, you should still see your search results.

IIUC, Zendesk plans to provide tabs for at least some non-ticket pages at some point in the future. Not sure whether this would include search.

March 05, 2013 13:51
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Matthias Bauer

Hi Jonathan

Thank you for your answer. Ok, it is possible but I didn't see. I really didn't expect that the icons on the left also work like tabs and the search icon keeps the search result. My intuition was to look for a tab with the search result.

March 06, 2013 11:12
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Dave Brown
nottinghamtrent

We support a product called "Safeguard" from a company called "Sophos" and we have logged a lot of calls over the last year about "certificates".  The problem is that people refer to the product as "Sophos" or "Safeguard" indiscriminately.  I need to search several thousand tickets for instances where people have had to resolve Certificate problems, but where they have either used the words "sophos" or "Safeguard". 

If I search for "Sophos" AND "Certificate" and then "Safeguard" AND "Certificate" I will certainly get duplication (since some tickets will contain all 3 terms).  How can I ensure that my search identifies all tickets which contain the words ("Sophos" AND "Certificate") OR ("Safeguard" AND "Certificate")? 

Is this possible?

March 25, 2013 06:06
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Brandon K.
Zendesk

Hey Dave,

If you are creating a view to look at all of these previous tickets, you could put a condition under the ALL section that says 'Comment text Contains at least one of the following words Certificate' and then another condition under the ALL section that says 'Comment text Contains at least one of the following words Sophos Safeguard'. This will ensure that the tickets have to have the word Certificate in them, but could have either Sophos or Safeguard to cause the ticket to appear in the view.

I hope this works for you!

March 25, 2013 10:28
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Dave Brown
nottinghamtrent

Hi Brandon

It does sound like a solution...except how do I put a condition under the ALL section that says "Comment text..." etc? 

The drop-down box "Click to select Condition" doesn't have a selection for "Comment text".  What do I pick from this drop-down box? 

March 26, 2013 01:39
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Dave Brown
nottinghamtrent

Actually, if I read your search criteria correctly, it will first show all jobs with the word "certificate" in them.  This will pick up jobs unrelated to Sophos or Safeguard.  One of the solutions to Safeguard problems are "deletion of certificate" and that's what I want to detect. But I don't want to pick up jobs related to SSL certiticates or any other certificate that is completely unrelated to Sophos or Safeguard.

March 26, 2013 04:09
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Brandon K.
Zendesk

Hey Dave,

I'm very sorry about that, I was thinking about creating a trigger when I said 'Comment text...', In views the conditions will be called 'Description...'. I have included a screenshot of it to help you locate the option. As for your concern, because both of these conditions are in the same view, there is going to be no situation where tickets with only certificate in them are displayed. These two conditions will work in tandem and show only tickets with certificate AND either Sophos or Safeguard in them.

Sorry about the mix up!

March 28, 2013 14:27