Searching tickets

Full text searches return results from all the data in Zendesk Support. To search exclusively for ticket data, you can use ticket property keywords.

status:open

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.

You can combine these keyword search statements to narrow your results even further.

status:open group:"Level 2"

This returns all the open tickets that are assigned to the Level 2 support group.

This article covers the following topics:

• Ticket property keywords
• Searching ticket user roles
• Searching custom ticket fields
• Searching for ticket attachments
• Searching for tickets with a specific ticket form
• Searching for tickets by telephone number
• Searching for yourself
• Ordering and sorting ticket search results

For a quick reference to all searchable data, see Zendesk Support search reference.

Ticket property keywords

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.

Table 1. Searchable ticket properties

Keyword	Description
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, or date and time, the ticket was created. Enter date in yyy-mm-dd format. created:2011-05-01 Search within a date or time range. Enter times using ISO 8601 syntax. For example, to search for a ticket created between 10:30 a.m. and 12 p.m. (UTC) on August 1, 2014: created>2014-08-01T10:30:00Z created<2014-08-01T12:00:00Z For more information on using date and time in your search, see Searching by date and time.
updated	The date of the most recent ticket update. updated>2011-05-15 For more information on using date and time in your search, see Searching by date and time.
solved	The date the ticket was set to solved. solved<2011-06-01 For more information on using date and time in your search, see Searching by date and time.
due_date	The due date of tickets. due_date:2011-06-01 For more information on using date and time in your search, see Searching by date and time.
assignee	The assigned agent or other entity. You can specify "none", "me", user name (full name or partial), email address, user ID, or phone number. 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 specify "none", "me", user name (full name or partial), email address, user ID, or phone number. See Searching ticket user roles. submitter:me
requester	The ticket requester. You can specify "none", "me", user name (full name or partial), email address, user ID, or phone number. requester:[e-mail]
subject	The text in the ticket's subject. subject:"upgrade account"
description	The text in the ticket's description and 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	Specify the name or ID of a group. Returns tickets assigned to agents who are members of the group. Examples: group:"Level 2" group:20663166
organization	Specify the name or ID of an organization. Returns tickets by requesters who are members of the organization. Examples: organization:customers organization:22989442 You can also specify "none" to return tickets by requesters who are not members of any organization. organization:none
tags	Specify tags that have been added to the ticket or "none." tags:premium To find tickets that include either of two tags, use: tags:important tags:urgent To find tickets that include both tags: tags:"important urgent"
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) closed_ticket (from a followup ticket) ticket_sharing 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_like, "twitter like" (from a Twitter like; alias of twitter_fav) 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, CTI, or an inbound call) sms, text, "text message" (from a text message) api (from API call or integrated web service) logmein, logmein_rescue, "logmein rescue" (from LogMeIn) facebook_post, "facebook post" (from a Facebook wall post to a page) facebook_message, "facebook message" (from a Facebook private message to a page) facebook (from any Facebook method including private message and wall post) web, "web form" (from a web form) mobile_sdk (tickets created using the Zendesk mobile SDK) "any_channel" (from the channel framework) via:phone
commenter	People who have added comments to tickets. You can specify "none", "me", user name (full name or partial), email address, user ID, or phone number. commenter:"Mike"
cc	People who have been CC'd on tickets. You can specify "none", "me", user name (full name or partial), email address, user ID, or phone number. cc:[e-mail]
fieldvalue	Search for a specific value in custom ticket fields by using the fieldvalue keyword. For example: fieldvalue:12345 This returns all the tickets that have a custom field with the value "12345." For drop-down custom fields, search for tags associated with the field value you want to find.
brand	Search for a specific Brand on a ticket. A Brand with two or more words requires quotation marks, while a one word brand can be searched as is. For example: brand:Nordstrom Or brand: "Banana Republic"
has_attachment	Search for all tickets with or without attachments using true or false. To search for tickets with attachments: has_attachment:true To search for all tickets without attachments: has_attachment:false
form	Search for all tickets created with a particular ticket form. If the name of the ticket form includes multiple words, use quotation marks. For example: form:"default ticket form" If the name of the ticket form is a single word, you don't have to use the quotation marks. For example: form:legal
recipient	Search for all tickets created with a particular recipient. This only works for Zendesk support addresses (the ultimate destination) of emails forwarded from external addresses. recipient:[e-mail]

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:[e-mail]

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 custom ticket fields

You can search for a specific value in custom ticket fields by using the fieldvalue keyword. For example:

fieldvalue:12345

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.

tags:product_question

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").

Additionally, you can search only a specified custom ticket field using its ID (found on the Ticket fields page in the Support admin menu).

Syntax: custom_field_<custom field ID>:<phrase>Where <custom field ID> is the ID of the custom field and <phrase> is the thing you want to search for.

Example: custom_field_1413:new searches the custom field ID 1413 for the phrase "new". For other examples, see Searching custom user and organization fields.

Searching for ticket attachments

You can use the following keywords when searching for ticket attachments.

Table 2. Ticket attachment keywords

Keyword	Description
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: true and false. has_attachment:true has_attachment:false
attachment_name	You can also search for a file attachment by name. attachment_name:image001.jpg

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

form:"Change Request"

Searching for tickets by telephone number

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

requester:[phone] status:new

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

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).

assignee:me

This works for all the user role properties in tickets:

• requester:me
• submitter:me
• assignee:me

For information about searching for user profile data, see Searching users.

Ordering and sorting ticket search results

Search results can be ordered and sorted using the order_by and sort keywords.

You need to use both of the keywords together in a search statement, as in this example:

status:new order_by:updated_at sort:asc

Here are the valid sorting and ordering keyword and value pairs that you can use:

• sort:asc
• sort:desc
• order_by:priority
• order_by:status
• order_by:ticket_type
• order_by:updated_at
• order_by:created_at

All of the order_by and sort keyword/values pairs can be used when searching ticket data.