Searching tickets

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55 Comments

  • Jessie Schutz
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    Hey Jason!

    When you use a dropdown field, the option selected adds a tag to the ticket. So you can just search for the tag associated with that "Bug" selection.

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  • Christopher Gray
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    Would be nice if there were GUI tools in the UI to build complex search queries...

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  • John Desu
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    What's the recommended method of searching for tickets solved by an agent, within a given time-frame?

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  • Nicole - Community Manager
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    Hey John - 

    Welcome to the Zendesk Community!

    To clarify, are you looking to report on individual agents, or all tickets that were solved by any agent? 

    Also, are you looking to see which agent was assigned to the ticket and when it was solved, or which agent solved it out? (A ticket can be assigned to one agent but solved by another). 

     

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  • John Desu
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    Hi Nicole,

    Cheers - I'm after individual agents. I'd like counts for tickets solved by each agent, for bar/pie charts. Assignment doesn't matter, just solved-by.

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  • Nicole - Community Manager
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    Hey John - 

    Apologies for the delayed response. What you'll need to do here is build a report; there's no search capability that will show this, exactly. 

    Do you know what plan level you're on? It may impact what data you have access to... 

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  • Jason Joslin
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    So i can search tickets by a custom field but not an external_id, how annoying. external_id works nice for users but not tickets. To me its a strange decision from the API team. But Im sure there is a reason for it.

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  • Alex Greenberg
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    Hi, what's the best way to find all tickets that used a particular macro?

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  • Nicole - Community Manager
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    Alex - 

    You may find this article helpful: Reporting on macros using tags in Insights

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  • Sam Inquieti
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    Hi,

    Would anyone have any examples of recipes for a report that would check missing phone numbers on our tickets?

    This would be from the initial set up of tickets and I need to identify the Assignee responsible too please.

    Any other recipes for reports that I can use to assess an incomplete ticket at a linked or child ticket level too please?

     

    Thanks

     

    Sam

     

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  • Jessie Schutz
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    Hi Sam! Welcome to the Community!

    What are you planning to do with this information? Do you need to have this information in a dashboard, or do you want to do more of an audit to ensure that tickets are being handled correctly?

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  • Crystal Eidson
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    Hi Zendesk - I have a request for the advanced ticket search field. I would like to be able to use Boolean operators, at least to a limited extent. For example, if I'm researching reports of crashes in our Android app, I'd like to search for tickets tagged "crash" but NOT those which are also tagged "iOS". In order to see these kinds of details, I would need to open each individual ticket, since the preview shown on mouse-over doesn't always clue me in. And trying to do the same search through the Tags screen is even more time-consuming.

    Many thanks!

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  • Jessie Schutz
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    Thanks for sharing your feedback, Crystal!

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  • Raul Winslow
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    Hi!

    Is there any way I could sort the results by a value in a specific custom field? I have a field in a form that provides a specific date and I would like to sort my results by the value of that date.

    Thanks!

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  • Brett - Community Manager
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    Hi Raul,

    If you'd like to search for tickets by the custom date field you've set up you should be able to use "fieldvalue:2019-01-16" and replace 2019-01-16 with the date you'd like to search for.

    Could you test this to see if that gets you the results you're looking for?

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  • Raul Winslow
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    Hey Brett,

    I appreciate your response. I am aware of this query, however, as I mentioned, I’m attempting to sort by the value of a custom field, not search by it. In the search API articles, I couldn’t find if this was possible.

    Thank you

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  • Brett - Community Manager
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    Thanks for the clarification Raul!

    Sorting is actually only available for the following fields:

    • created
    • commented
    • priority
    • status
    • ticket_type

    You can find some additional information in our Zendesk Support Search Reference article which I've linked for you.

    I hope this clears up any confusion but let us know if you have any other questions.

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  • Nicolas Escobar J.
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    Hello,

    How do I search for Ticket IDs that are bigger than a specific ID?

    For example, I want all tickets > ID.

    I've tried /api/v2/search.json?query=id>1892069 type:ticket but it only returns that ID.

    Thanks,
    Nicolas

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  • Nicole - Community Manager
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    Hi Nicolas -

    There's not a way to search by ticket ID "greater than" as you're asking. However, if what you're trying to do is look for all tickets created after a specific one, you could determine the date that specific one was created and then run a search for tickets newer than that one and it would effectively return the same results as ticket IDs greater than that one. Let me know if that solves the issue for you or if you have additional questions!

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  • Nicolas Escobar J.
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    Thanks Nicole.

    I do have another question. If I would like to get the number of public and private comments per user, what is the best way to do it via the API? 

    In the tickets, I only see the if there are public or private comments and the number of comment counts (with side loading) but it's not possible to know how many are public and how many are private.

    I could use GET /api/v2/tickets/{ticket_id}/comments.json but I have to get this for each of the different tickets which will probably take a long time.

    Is there a better way of doing this?

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  • Brett - Community Manager
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    Hi Nicolas,

    What's the current API call you're using to pull this information? You can use the comment_events sideload which will return a comment_public object property. More information can be found in our API Documentation which I've linked for you.

    Let me know if I'm misunderstanding your question.

    Thanks!

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  • Syndi Martin
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    Can someone please tell me how to run a report that shows me ALL tickets? We use this regularly to determine training needs, as well as when we have clients who ask for discounted rates due to "all the problerms we've had". I need to provide our management team iwth all the tickets the client has submitted since inception. I'm not versed in computer code or programming in any way, so I just need simple steps, like: go to admin > views > etc.

     

    It has to include archived tickets since this is an auto function and not something I would ever do. I need access to them. Easy access. Don't think I'm the only one.

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  • Brett - Community Manager
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    Hey Syndi,

    Depending on the plan level you're on, you should be able to export your ticket data using the steps mentioned in the following article: Exporting data to a JSON, CSV, or XML file (Professional and Enterprise)

    If you're on the Professional plan, you should see the export option by navigating to Admin>Manage>Reports>Export. 

    You can also view additional ticket export options here: Ticket export options

    If you're on the Professional or Enterprise plan but don't see this option let me know :)

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  • Liqiong Bu
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    Is this possible to search tickets that not belong to two different groups

    I tried like -group:"Group A -group:Group B" and seems not working correctly

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  • Devan - Community Manager
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    Hello Liqiong Bu,

    This question was responded to on a different post.

    Response

    Best regards.

     

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