Full text searches return results from all the data in your Zendesk. To search exclusively for ticket data, you can use ticket property keywords.
In the example above, status is the keyword and open is the value. This search returns all the tickets with status set to open. This of course directly maps to the ticket fields and their values.
status:open group:"Level 2"
This returns all the open tickets that are assigned to the Level 2 support group.
The ticket property keywords and their values that you can use in your searches are described in the following table. Not all of the ticket data is searchable. Administrators and agents can search for tickets using these keywords.
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:
|created||The date the ticket was created.
|updated||The date of the most recent ticket update.
|solved||The date the ticket was set to solved.
|due_date||The due date of tickets with type set to Task.
|assignee||The assigned agent.
|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.
|requester||The ticket requester.
|subject||The text in the ticket's subject.
|description||The text in all the ticket's
|status||Possible values: new, open, pending, hold, solved, closed.
|ticket_type||Possible values: question, incident, problem, task.
|priority||Possible values: low, normal, high, urgent.
|group||The assigned agent's group name.
|organization||The name of the ticket requester's organization.
|tags||Tags that have been added to the ticket.
|via||The ticket's source, which can be any of the following:
|commenter||People who have added comments to tickets.
|cc||People who have been CC'd on tickets.
All of the ticket property keywords can be used in search statements alone, in combination with other ticket property keywords, or with the type keyword (see Using the type keyword).
Searching ticket user roles
Users have various roles on tickets (requester, assignee, etc). These user roles can be searched by the user's ID, their name (partial or full), or their email address, as in these examples:
requester:52789480 submitter:amy assignee:"amy moore" requester:firstname.lastname@example.org
Notice that none of these searches required the ID, or name, or email to be explicitly declared. Each of these keywords accepts all of these user identifiers.
Searching for yourself
The me keyword value allows you to search user properties in tickets where the value is your own user account (as the currently logged in user).
For information about searching for user profile data, see Searching users.
Searching custom ticket fields
You can search for a specific value in custom ticket fields by using the fieldvalue keyword. For example:
This returns all the tickets that have a custom field with the value "12345."
If your custom field assigns a tag to the ticket, you can also search for custom ticket fields using the tags that you assigned to the custom field. For example, if you created a drop-down list, you can search for the tags assigned to each list box item.
To search for specific drop-down list selections, you use the tags keyword.
This applies to the custom field formats that be assigned tags: the drop-down list and the checkbox. The checkbox custom field can include a tag to indicate that the user has clicked the checkbox.
All of the other custom fields (text, multi-line text, numeric, decimal, regular expression) can be searched by the text or number values submitted by ticket requesters. For example, if you added a numeric custom field to the support request form to collect demographic information such as age, you can search for the numbers that the requesters entered in the form (type:ticket "18").
Ordering and sorting ticket search results
Search results can be ordered and sorted using the order_by and sort keywords.
status:new order_by:updated_at sort:asc
Here are the valid sorting and ordering keyword and value pairs that you can use:
All of the order_by and sort keyword/values pairs can be used when searching ticket data.