Searching tickets

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64 Comments

  • Adam

    I appreciate the broad search capability of the search API.

    In my case, it searches all fields and related comments to the ticket. 

    My question is: Can you exclude private comments (internal comments) from the broad search?

    /api/v2/search.json?query=type:ticket "private message"

    I don't want it to return tickets that may have the search text in its private comments (internal messages). Anywhere else the text appears (subject, public comments, tags) is fine.

    Thank you.

    Adam

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  • Dwight Bussman
    Zendesk team member

    HeyO Adam,

    There isn't a specific search attribute to exclude text from a private-comment, but it IS possible to specifically search for strings within other places:

    To search within a ticket-field (not comments/subject), you can use fieldvalue:"stuff in here"

    To search within the subject, you can use the subject:"strings for everyone"

    similarly with Tags or the Description (which is almost always the first comment of the ticket).

    Hopefully this helps get you closer to what you're after. Otherwise, this is an interesting feature-request! 

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  • Anderson da Silva (

    To search string there is the * operator

    For more info:

    Article: Searching with the Zendesk API

    Article: Zendesk Support search reference

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  • Dave Quenzer

    Hi Team, is there a way to search for tickets that have multiple responses? For example, if a customer responds with a follow up question after receiving an initial answer.  I've searched on follow up and found lots of info about tickets that are created subsequent to a closed ticket.  That's not what I'm after.  I'm looking for tickets that have multiple responses in a single ticket.  Thanks. 

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