Zendesk Support search reference Follow

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65 comments

  • Avatar
    Nate Piche

    Any way to limit the number of results returned? I'm looking to only get the 5 most recent tickets created by a user.

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    Carlos Santos

    Hi.

    Similar request to Pat: 

    How do I use the search API to get a list of not suspended end-users? I need this to automate user accounts clean-ups based on last login date and since I'm not going to do anything to already suspended users I don't want them increasing my pagination overhead. So it would be great to be able to filter them out upfront. Is there a way to do this?

    Thank you!

     

  • Avatar
    Keith @ Zendesk

    Hey Chris,

    I looked into that for you and right now it's just not something that can be done. You might want to let our Developers know in the Feedback Forum:
    https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

    What you might want to try is creating a Trigger to track Tickets that DO have "##" in them.

    Conditions would be:
    Ticket Status - is less than - Solved
    Ticket Comment Text - Contains at least one of the following - ##

    Perform Action:
    Add Tag - doublehash

    Then you can search for "doublehash" and find the Tickets you're looking for.

    A similar Automation could also be created to go through your past tickets to look for ## as well.

    Let us know if this helps and if you might require additional assistance.

    Thanks!

  • Avatar
    Jessie Schutz

    Hi Ccaputo!

    I'm going to go out on a limb and guess that you're pulling Zendesk data into Domo. The ability to change what data gets pulled is probably going to depend on how you have Domo and Zendesk linked up. Unfortunately, I'm not familiar with the way Domo works so I'm afraid I won't be much help. 

    You might think about posting about this in our Community to see if any other Zendesk customers use Domo with their Zendesks. Otherwise, you might want to check with Domo directly to see if they can shed some light on it for you.

  • Avatar
    Jessie Schutz

    Hey Ccaputo!

    I got some additional information on your question from a colleague that might be helpful to you.

    They said that if you're using search to pull data into Zendesk there is currently no way to limit the set of columns/fields that are returned. You might be able to use the API to export your data from Zendesk and then import it into Domo, but that will depend on whether that type of functionality is available in Domo.

    Hope that helps!

     

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    Jonathan March

    @Nate not exactly what you are asking for, but you can get much the same effect with, e.g. "created>2months" for all tickets created in the past 2 months. If you have a rough sense of the customer's activity level, you can ballpark the time range, otherwise can start small and adjust up as needed.

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    David Bowen

    "OR" is the default behavior. You would do:
    subject:"text string" description:"text string"

    This is not correct. "OR" is only the default when you use the same keyword multiple times. Like this:

    organization:fedex organization:ups

    There isn't a way to do a fully general OR, but note that if you search for "text string" without specifying any field names, it will do an OR across all the fields in a ticket.

  • Avatar
    Jessie Schutz

    Hi there!

    I'm not an API expert by any means, but I think you might be able to find what you need here: https://developer.zendesk.com/rest_api/docs/core/ticket_fields#updating-drop-down-field-options

    I hope that helps!

  • Avatar
    Jessie Schutz

    Hey Seth (and everyone)!

    I just got word back that we're actually dealing with a bug here, and we're working on a fix even as we speak. The web widget should be showing up under "via", because it's a channel. Searching by tag is a workaround for the moment.

    I can't give a definite date on when the fix will be released, but I believe that it'll be soon. If I get any further updates I'll let you know. :)

  • Avatar
    Erin

    Is there a way to search multiple case IDs? I am trying to pull a list of case IDs without having to search them one by one. 

  • Avatar
    Serge Payette

    Hi Bogdanw,

      Unfortunately the search tool is quite limited for custom fields.  From the tests I conducted, it's limited to the colon " : " operator (equal operator).  Also you can't specify a particular ticket field, the search tool will look for matching value in all custom fields with the following:

    fieldvalue:<enter your value here>

      So not very efficient, however if ever, your custom field happens to be a drop-down type then, at least, you can search with tag values:

     "tags:<enter tag value here>"

      That's all I could fine, more info here and here, from the second link, there a comment from Laura D. (ZD employee), on June 27, 2013 19:32, which confirms my saying.

    Too bad

    Serge

  • Avatar
    David Bowen

    Be aware that double quotes may not work exactly the way you expect. As previous comments imply, they may work as an AND rather than an exact match.

    This is not true any more for agent search. The double-quoted string means a search for the exact phrase. This will be fixed also for Help Center search soon.

  • Avatar
    Chris Swinney

    How do I search for a double hash, i.e. '##' I keep seeing 0 results, but we have rickets in the system as this (in out land) refers to a dialling operating.

  • Avatar
    Charles Wood

    The "OR" does make more sense, David. Otherwise adding terms would increase the number of results! Sorry for the misinformation.

    I am waiting with bated breath for the documentation to be updated. Will the documentation also be updated to reflect that the API and the user interface search do not work the same way? Or has that been changed?

    Can I also make a future request that documentation and application be updated simultaneously instead of changing functionality without telling us?

    Thanks!

  • Avatar
    Dennis Lynn

    Hi Pat, Carlos, and Neil,

    First, as Neil pointed out, there is not any native functionality which would allow you to filter out suspended users. There is a current feature request in our product feedback forums which would be worth following in this regard - the more feedback we get there, the better!

    Zendesk Feedback: Admin tool request: List of suspended users

    Now about your inquiry, Carlos - You can use the Zendesk API to list all users in your Zendesk, which you can then filter by role (end-user). Unfortunately, you cannot filter results based on suspension status when requesting users in the API, so you would then need to either create a script to look for the users that are suspended based on that attribute in the results, or manually pull them out yourself from the results.

    I'm sorry I don't have an easier answer for you here, but I hope this helps!

  • Avatar
    Dave Trumbull

    Looks like the undocumented 'via:web' works to search for tickets raised directly in the web admin console. Is that correct? 

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    Charles Wood

    Hi, is there any way to load up a list of tickets (e.g., "1234, 1235, 1236") in one go?

  • Avatar
    Brittany

    Hi Seth!

    You will need to use tags:web_widget to search for tickets created via the web widget.

    Hope that helps! :)

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    Jonathan March

    Erin, FYI the signup form does not recognize the top-listed choice for which agents to sign up (i.e. all agents). It treats this as if no choice has been made.

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    Liang Dai

    @Dave, you are right. We support via:web and via:"web form" for tickets created from web forms. We will update the document soon.

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    Seth Wylie

    This article doesn't describe how to use the "via:" operator to search for tickets submitted from the Widget. Based on the API data I'm seeing, I believe that it's "via:web_widget" -- is that correct?

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    Nate Piche

    @Jonathan

    Thanks for the response, many APIs that I've used have had a "limit" parameter that you pass in a number to and performs whatever query and then returns that number of records.  This would be nice to have so we can shorten the response size.

    Obviously that is easy enough to do on our end, but it would be nice to be able to pass a limit parameter and just get 5 tickets back from the request as doing a date range isn't super sustainable.

    All good if that isn't possible yet, but might be a nice feature to consider :)

  • Avatar
    Andrey

    Hi

    How can I search problem tickets using "incidents count" parameter?

    For example: List of Problem tickets with count of incidents more 35?

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    Robert C Yule

    How would do an OR statement?

    For example I want to find specific text strings in either the Subject Line or Description

  • Avatar
    Megan Howell

    Hey Jason,

     

    Although that is an awesome find, I talked to the team and it sounds like it is not officially supported, so I agree with the plan to not build code on it in this situation. As mentioned in the article, using fieldvalue:value will search all fields for the value being searched for, but it will not filter for a specific custom field, as your solution will! I am sorry! If you have further questions, let us know.

  • Avatar
    Jonathan March

    Erin, FYI the signup form does not recognize the top-listed choice for which agents to sign up (i.e. all agents). It treats this as if no choice has been made.

  • Avatar
    Canio Caputo

    We are using Domo to do some reporting.  We are essentially pulling back almost every column (+400) including all our custom columns being used for other forms.  Is there a way to reduce the number of columns being pulled in?

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    Erin Boyle

    Thanks, Jonathan—I've fixed it for now. If you'd like that option, just let me know and I'll change it for you. :)

  • Avatar
    Jessie Schutz

    Hey Seth!

    I've sent a ticket over to our Documentation team to see if we can clarify that in the article. Thanks for the feedback! :)

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