Zendesk Support search reference

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188 Comments

  • Liqiong Bu
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    Raise the question. Can we do OR in query?

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  • Bryan Flynn
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    Hi Liqiong. I don't believe there's an ideal solution here for you. There's going to be some customized review/scripting of the data in tickets and then an action of some sort that suites your needs.

    OR operation is implied across the values using the same keyword. For example:
    tags:silver tags:bronze will look for tickets having tag:silver OR tag:bronze. Across different keywords, the implied operator is AND.

    The "via" keyword is to indicate the source of the ticket.

    You may have to do multiple passes to capture the exact records that you want. There is no one, ideal search phrase.

    Another consideration is to move through ticket record changes using the incremental API -- if this is an ongoing operation, you'll want to review the incremental ticket event export and pick up just the changes as they occur.

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  • Manish
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    Hello Anton de Young,

    I am trying to search tickets using group name as per the ticket search parameters described in this article. However, I am getting wrong results if I try to use group name as search query parameter. I am able to get correct result if I use group id instead. As per the current article we need to pass group name which is not working correctly. Please check if the article is updated as per API.

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  • Bryan Flynn
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    H Manish. When using the group keyword for search, the search request should look something like this:

    https://your_subdomain.zendesk.com/api/v2/search?query=group:"my groupname"

    Or the encoded form:

    https://your_subdomain.zendesk.com/api/v2/search?query=group:%22my%20groupname%22

    Can you share the search that uses the named version of the group?

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  • Manish
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    Hi Bryan Flynn,

    Below is the search which I am using:
    https://my_subdomain.zendesk.com/api/v2/search.json?query=type:ticket%20group:%22support%22

    I am getting tickets from group names support, support 1, support 2 etc.

    However, if I pass group Id instead of group name then I am getting correct result with the tickets which belong to the searched group id.

     

     

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  • Bryan Flynn
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    Hi Manish. I looked into this and confirmed this is as designed (but as in your case, maybe not as expected). You found the workaround in that providing a specific, numeric group ID, the search will be limited.

    This documentation was the closest I could find to clarify this behavior:

    ...you can search for "top" to list all users with the tag "top" or "top tier." The results will also include other data in Zendesk Support that match the string "top" as a single word, a single word in a longer phrase, or the prefix of a longer word

    I'm going to create a documentation change request, so that this is made clear when it comes to the group keyword and searching tickets. Thanks for raising this issue and your time to provide these details.

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  • Alex Rivando
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    Hi.. can I search for ticket that ever commented by specific author_id?

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  • Bryan Flynn
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    Hi Alex. You can use a user's ID or email address to return tickets that they commented on. Examples:
    https://your_subdomain.zendesk.com/api/v2/search?query=type:ticket cc:6717174888
    https://your_subdomain.zendesk.com/api/v2/search?query=type:ticket cc:john@example.com

    Does this get you want you need?

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