Searching users, groups, and organizations Follow

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Data in the user, group, and organization objects can be searched. Searching these objects returns user profiles and group and organization summary pages; each of which also lists any associated tickets.

Note: Groups and organizations are not available on the Essential plan.

This article covers the following topics:

About searching

You can search users, organizations, and groups by using the search tool that is displayed in the People page.

When you search from this page the results are restricted to this people data.

If you search using the global search tool, you need to also use the type keyword if you want to restrict results to specific types of data. If you don't, your search results will include matches from the data in your Zendesk Support instance.

type:organization tags:premium

For more information about using search, see Searching the data in your Zendesk. All the user data properties you can search are described in the tables below. All of the searchable data in your Zendesk Support instance (including ticket data) is described in Zendesk search reference.

The user and type keywords

To search for a user's profile data, you have the following two options.

Using the user keyword:
user:amy
Or, using the type:user keyword:
type:user amy
What's the difference between the two? The keyword user when not combined with type is just a shortcut for finding users by ID, name, and email address. The user keyword, like the ticket user role keywords (assignee, requester, submitter), accepts the ID, name, and email address as valid user identifiers.
user:52789480
user:amy
user:"amy moore"
user:amy@mondocam.com
If you want to search for additional user data, such as the user's phone number, the organization they belong to, and so on, you need to use type:user.
type:user tags:beta_user organization:customers

This example also illustrates the usefulness of type keyword. With it you can search for user data that is shared by more than one user. You can search for users that are in the same organization or group or any of the other searchable user data. For more information about the type keyword, see Using the type keyword.

The type keyword is also used to search the group and organization data objects.
type:group name:"level 2"
type:organization name:customers

Searching users

The user data object contains all of the user properties that you can set in the user profile. Not all of the user profile data is searchable; those properties that are searchable are described in the following table.

Table 1. User property keywords
Keyword Description
name The user's partial or full name.
name:"alex anderson"
role The user's designated role.
role:admin
email The user's email address.
email:alex@mondocam.com
group The user's group name. This only applies to admin and agent users.
group:"Level 2"
organization The user's organization name.
organization:mondocam
created The date the user was added to your Zendesk.
created<2011-05-01

For more information on using date and time in your search, see Searching by date and time.

notes All text in the notes field in the user's profile.
notes:"manager"
details All text in the details field in the user's profile.
details:"madison, wi"
external_id The user's external ID, if used.
external_id:0098884412
phone The user's phone number.
phone:555-111-2222
tags Tags that have been added to the user's profile.
tags:premium tags:wholesale
For more information about tagging users and organizations, see Adding tags to users and organizations.

Searching for users by email domain

All users belonging to the same email domain can be returned with this search statement:
type:user mondocam.com
To search for more than one email domain at a time, you just add more email domains to the search:
type:user mondocam.com zendesk.com

Searching groups

Here are the group properties that can be searched.

Table 2. Group property keywords
Keyword Description
name The group's name.
name:"level 2"
created The date the group was added.
created<2011-05-01

For more information on using date and time in your search, see Searching by date and time.

Searching organizations

Here are the organization properties that can be searched.

Table 3. Organization property keywords
Keyword Description
name The organization's partial or full name.
name:mondocam
created The date the organization was added.
created<2011-05-01

For more information on using date and time in your search, see Searching by date and time.

notes All text in the notes field in the user's profile.
notes:EMEA
details All text in the details field in the organization's profile.
details:london
tags Tags that have been added to the organization.
tags:premium

For more information about tagging users and organizations, see Adding tags to users and organizations.

Searching custom user and organization fields

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.

You can search for users and organizations that have no value in a specific custom field, by using none as the search term, along with the custom field key. For instance, if you have a custom field key foo, a search for foo:none returns all users or organizations with the empty custom field foo.

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.

Field type Operators Examples
Drop-down list : Find users or organizations where plan_type is platinum:
plan_type:platinum

Find users or organizations where plan_type is platinum or gold:

plan_type:platinum plan_type:gold
Text

Multi-line text

: Find users or organizations where product_name contains widget:
product_name:widget

Regular expression

:

Find users or organizations where product_name contains the multi-word phrase "red widget:"

product_name:"red widget"
Numeric

>, <, >=, <=, :

Find users or organizations where num_agents is exactly 5:
num_agents:5

Find users or organizations where num_agents is between 4 and 10, inclusive:

num_agents>4 num_agents<10
Decimal >, <, >=, <=, : Find users or organizations where avg_score is greater than 14.5:
avg_score>14.5

Find users or organizations where avg_score is between 10.1 and 15.3, exclusive:

avg_score>10.1 avg_score<15.3
Check box : Find users or organizations where is_active is true:
is_active:true
Date >, <, >=, <=, : Find users or organizations where subscription_date is before 2013-06-23:
subscription_date<2013-06-23

Find users or organizations where subscription_date is between 2012-05-23 and 2013-06-23, exclusive

subscription_date>2012-05-23 subscription_date<2013-06-23
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Comments

  • 0

    Hi Anton.  Thanks for the article.  Is it possible to search users by "role" i.e. search for all users with the role of "Agent" or "Administrator" (or maybe user NOT "End-user")?

  • 0

    I should clarify... I'm asking specifically about the possibility of doing this through the REST API.

  • 0

    I want to add some comments on this. I used your "Zendesk API" page to test out some of REST API calls. I used "Search" method to search the users. However, it always returns all users. Is there any way I can search a user using "email" so I can update the user?

  • 0
  • 0

    Thanks for following up. Yap. I already figured it out. I had to use query=user_email.

  • 0

    Excellent, thanks! 

  • 0

    I can't seem to search Organization / Group by 'name'. What is the syntax of it? I used same syntax as user search.

    ex 1) groups.search({:query => "test"}).fetch / organizations.search({:query => "test"}).fetch

    ex 1) groups.search({:name => "test"}).fetch / organizations.search({:name => "test"}).fetch

    Both do not work. Is there any document that we can use it to figure it out this kind of syntax issue?

  • 0

    Where are you using that syntax? Are you utilizing the API? http://developer.zendesk.com/documentation/rest_api/search.html

    See a full list of search keywords here: https://support.zendesk.com/entries/20239737-zendesk-search-reference

  • 0

    How can I search for users that are (not) suspended?

    We get quite a lot of spam, so those users get suspended, which is good, but then I want to be able to search for users that have no organization set, but that aren't suspended so I can get the organization set. I know to use "organization:none" to do the first part, but not how I can then only find those users that aren't suspended. Any help would be appreciated.

  • 0

    @Frankwin

    This will only be possible via the API. You can perform a search for users with no organizations that aren't suspended, and generate a list of those users. From there. For more information on our rest API, feel free to refer to this article:

    http://developer.zendesk.com/documentation/rest_api/users.html

  • 0

    @Khao

    The API documentation doesn't show a "suspended" attribute for an end-user either. Only for agents/admins.

  • 0

    @Frankwin

    The suspended attribute is available for end-users. The field will only show up if an agent or admin makes the API call. An end-user doesn't have access to all the information an agent or admin does, so they won't be able to see all the attributes.

    Hope that clears things up for you.

  • 0

    Hi,

    We can't seach organisations by domain name ?

  • 0

    Hi Maxime,

    Light Agents can search for tickets by organisation domain name via the search functionality in Zendesk. However, if you are a light agent, you won't have the ability to search users or organisations for the purpose of managing their accounts.

    Hope that helps!

  • 0

    I have 3 active users that have the word cool in their name and in their email address : 1 administrator (I'm logged in with this account) & 2 end-users.

    When I search on the text "cool" (people, any time) in the search-section, I only get the info of the administrator.

    I also tried "type: user cool" but still get only 1 result : the administrator

    I even removed the link from the 2 users with their organisation and did my select again, but still the 2 end-users are not found.

     

    When I search the text "cool" in the people-section of admin-part of the website, the 3 users are found.

     

    Do you know why I get different results for the same search-command? Has the search from the left banner other options than the search via the admin-part?

  • 0

    @Ann

    What you're seeing here is that we are currently using two different types of search logic for the Global Search vs. the Admin -> People search.  In the global search, Zendesk is looking for the text "cool" at the beginning of a first name, last name, or email address.  The Admin-> People search is looking for "cool" even if its in the middle of a name/email address.  The exception here is that the Global search does look at the middle of names when there is capitalization in the middle of a first or last name.  For example, if you were to search for "don" you should get results for users with the last name "MacDonald".  

    This is working as expected currently, but we are working on improvements to the Global search which should help with your searches in the future.

    I hope this was helpful in answering your question.

  • 0

    Is there a way to search for 'null'? We are supposed to always have the Details section of an Organization with their Account Number, but we just realized that one of our reps has been skipping that step :-( So I want to go back and see which orgs need to be fixed...

  • 0

    @Seth, unfortunately there isn't a way to search for this information in Zendesk natively, but you should be able to pull the information using the API. You can find more information about that here: http://developer.zendesk.com/documentation/rest_api/organizations.html

    I hope that helps!

  • 0

    Is there a way to search thru notes for a specific company (or multiple companies) for a word or string of words.  As example - I want to see all tickets related to my Customer XYZ that have the word license in notes.

     

    I tried:

    type: Organization name:customer name notes:license - - that didn't work

     

  • 0

    Hi Scott,

    Allow me to create a ticket on your behalf, i think i need more information to understand your request. I'll assist you on that ticket.

  • 0

    Is there a way to search for all users who have ever submitted a ticket? I have a lot of users, but only want to find the users who have ever filed a ticket.

  • 0

    Hi Jeff,

    I see you submitted a support ticket on this question and received your answer. Since I've seen this question come up before, I figured I'd reiterate the answer here: Our Search function cannot check the user database against the ticket database to find users who have x amount of tickets. Our Insights integration with Gooddata does allow you to build a report that searches users who have submitted at least one ticket.

  • 0

    Further to Jeff's query above, in my situation I was keen to be able to search for:

    any USERS that have NO TICKETS

    We setup users manually and I want to be able to purge/clean these users up once in a while. Seeing as though this is not possible via the web-client, is it possible via the API?

  • 0

    This question doesn't seem to have been updated since the new search came out so I am going to check again: can I search for users that are not assigned to an organization?

  • 0

    Hi Peter,

    You can indeed, by using the search operator 'organization:none'. This applies equally to the user search as above, and the full Zendesk search. You can read a bit more about it at https://support.zendesk.com/hc/en-us/articles/203663226-Zendesk-search-reference#topic_qmq_oxc_vc

  • 0

    Hi All,

    We are interested in learning how you, Zendesk customers, use the Zendesk search in your work to help us continue enhancing and improving this feature.

    If you and your team are interested in sharing how search supports your work and are available for talking to us, please sign up using the form here. http://goo.gl/forms/IDuqGK20uu397YAb2

    We will follow up from there if we find a match to our study. Due to limited resource available, we may not be able to cover all customers. 

    Thanks!

  • 0

    Is there a way to search for duplicate end users in Zendesk?  We've got end users getting pulled in via API and end users emailing our company directly and at times, it results in a duplicate end user being created.  I'd like to be able to easily run a search every so often to get these cleaned up.  Suggestions?

  • 0

    Hey Vanessa!

    Zendesk uses the email of the requester to link user information together and no two users in a Zendesk can have the same email address, so there shouldn't be exactly duplicate users in the account.  If for some reason there really is multiple users being created with the same exact email or phone number, let us know as that could point to an issue with user creation in your account.

    Users may have the same name, but their contact information (email, phone #, etc) should be different.  You can direct the search a bit to just their name by using (name: "insert name here") in the search field.  If you find two users with the same name but different contact information, I'd suggest merging the two together from their user profile page so any subsequent interactions from them will all be linked to the same user account.

    I hope that helps!

  • 0

    I am having trouble searching for organizations based on custom Org field values.  I created a custom drop-down whose field key is org_type and applied one of the values to several orgs.  However I get no results when I search using "org_type:agency", for example.

    Should I submit a ticket about this?

  • 0

    @Mike. It does sound like you're doing everything correctly. We'll need to take a look at your account to verify what might be going wrong, so yes, please submit a ticket and we'll go from there. Thanks!

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