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.
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:
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.
The following search operators can be used to build your search statements.
Table 1. Search operators
The colon indicates that the given field should equal the specified value.
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.
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:
This returns all unassigned tickets.
You can use thenonekeyword value to search any of the data object properties.
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:
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:
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.
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.
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:
To search for data on or after a certain date, use the greater than (>) operator:
To search for a specific date, use the equals (:) operator:
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:
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
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:
The date the ticket was created.
The date of the most recent ticket update.
The date the ticket was set to solved.
The due date of tickets with type set to Task.
The assigned agent.
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.
The ticket requester.
The text in the ticket's subject.
The text in all the ticket's comments.
Possible values: new, open, pending, hold, solved, closed.
Possible values: question, incident, problem, task.
Possible values: low, normal, high, urgent.
The assigned agent's group name.
The name of the ticket requester's organization.
Tags that have been added to the ticket.
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)
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.
Find users or organizations where plan_type is platinum:
Find users or organizations where plan_type is platinum or gold:
Find users or organizations where product_name contains widget:
Find users or organizations where product_name contains the multi-word phrase "red widget:"
>, <, >=, <=, :
Find users or organizations where num_agents is exactly 5:
Find users or organizations where num_agents is between 4 and 10, inclusive:
>, <, >=, <=, :
Find users or organizations where avg_score is greater than 14.5:
Find users or organizations where avg_score is between 10.1 and 15.3, exclusive:
Find users or organizations where is_active is true:
>, <, >=, <=, :
Find users or organizations where subscription_date is before 2013-06-23:
Find users or organizations where subscription_date is between 2012-05-23 and 2013-06-23, exclusive
Tickets that have been rated 'bad' that also include a comment from the ticket requester.
Tickets that have been rated 'good'.
Tickets that have been rated 'good' that also include a comment from the ticket requester.
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.
Searching for ticket attachments (files and screencasts)