Zendesk Support search reference

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234 Comments

  • Peter Hochstrasser
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    Hi Chris Drumgoole

    Would be a multi-step query:

    • first get the requester IDs where the custom requester field has the required value,
    • then get the tickets opened by these requesters.

    I'd guess, API only.

     

    HTH

    P.

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  • Chris Drumgoole
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    Hi Peter Hochstrasser,


    Thanks for the reply. I was afraid of that! ;-)

     

    Chris

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  • Tyler Lamparter
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    Is It possible to search search on a field when it is not null/empty? You reference that you can search on "none", but I need "not none".

     

    Thanks,

    Tyler

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  • Ben Van Iten
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    Hi Tyler,

    It is possible to do a custom search for "Fieldvalue:" and then a specific value. However there isn't a way, across all field types, to search for tickets that have a value.

    If you are on the Professional plan for Zendesk Explore you are able to build queries that show tickets with a certain field populated however: https://support.zendesk.com/hc/en-us/articles/360022182014-Reporting-with-custom-fields

    If that doesn't work for you, could you share a bit more about your use case? In other words, what kinds of fields are you looking to search for in this context? I'd be glad to look into any and all options for you.

    Thanks!

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  • Tyler Lamparter
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    Hi Ben,

    So we have flows that sync users between Zendesk and NetSuite and if I wanted to mass export user data from Zendesk to NetSuite, then I would just have to pull all users. However, not all Zendesk users will have a NetSuite Internal ID on their record so they would be pointless to export in an update only flow. It would save on resources to find only Zendesk users that have a NetSuite Internal ID. Hence the need for a not empty filter option.

    Thanks,

    Tyler

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  • Serhii Dolhopolov
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    Hi,

    Is there a way to search Organization that do not have external_id. For instance, we should find organizations available for binding with the external system.

    I suppose the search request should be like this:
    type:organization external_id:none

    But according to organization property keyword, there is not 'external_id' keyword in the list https://support.zendesk.com/hc/en-us/articles/203663226#topic_gok_ffv_uc

    Could you please give me a piece of advice or some solution on how to make it?

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  • Peter Hochstrasser
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    Hi there!

    I'm trying to find all tickets which have a given ticket customfield filled with a value, i.e. where this field is not empty.

    Any way to do that with a search?

    From the syntax given in the article, it seems that only user and organization customfields can be searched by name which seems to be confirmed by what I get when trying to use the ticket customfield name.

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  • Bryan - Community Manager
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    Hey there Peter Hochstrasser. Custom ticket fields have just the 'fieldvalue' keyword for searches (mentioned about mid-article above). This searches across all custom fields, however, and can't be targeted to just one field. The feature request to have more specific custom ticket field searches has come up a number of times and is known to the product team. No announcement on any changes though.

    In the meantime, Ben's post from above mentions using Explore as a possible workaround for more targeted custom field reporting.

    Another possible workaround (admittedly not always feasible depending on solution) is to use a custom drop-down field type, which applies a tag to the ticket. A tag, even when added via a custom ticket field, is still a regular tag, which can be specifically searched on.

    Hope this at least sets current expectations and provides some possible workarounds.

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  • Nolan Pettersen
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    I have a support role which would very much be made easier if I could search many case ID's at the same time. How do I do that? For example, I have a dev ticket that says I can now respond to cases numbers 6236, 6319, 6348, 6370, 6416, 6472, 6702, 6487, 6978, and 6685 which all have complained about the same bug which is now solved. 

     

    Any way to do this?

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  • vamsi
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    can any body send full api how to search particular tags 

    ex: tag="vip"

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  • Simon Blouner
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    Hey vamsi

    You should be able to do the following:
    https://your-zendesk-subdomain.zendesk.com/api/v2/search.json?query=tags:vip

    Is this what you're looking for?

    Note that you're receiving the data in JSON format.

    You can use the chrome extension "JSON Formatter" to beautify it a bit if you're visiting the URL in your browser

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @ helphouse.io

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  • Cesar Perez
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    It is possible to use the solved with greater than and less than operators? If I use this:

    solved>=2020-07-12 solved<=2020-07-18

    I get an InvalidEndpoint error message.

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  • Peter Hochstrasser
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    Hi Cesar Perez

    First, I suppose you want to AND these conditions; the way you write it above, you OR them:

       (solved>=2020-06-01 AND solved<=2020-06-30)

    The InvalidEndPoint might be because you had (almost) all of your tickets selected with the ORed formula, but maybe someone from the inside knows more.

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  • Cesar Perez
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    Thanks, Peter Hochstrasser! Really appreciate the quick follow up, and indeed that now shows the expected list. 

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  • Jocelyn Arzur
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    Hi everyone,

     

    I want to know if an identity is already in use by any and-user, i searched a bit and didn't found how to do that...

    Is that possible?

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  • Peter Hochstrasser
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    Hi Jocelyn Arzur

    What exactly is your starting point here?

    Where do you want to check that?

    • Upon arrival of a (new) ticket?
    • When you create a new Agent?

    and why do you want to know that?

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  • Jocelyn Arzur
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    hi Peter Hochstrasser, thanks for the quick answer !

    I want to make the job when receiving a new ticket from mail.

    This email is coming from a website who transfer many mails, but they don't precise the client email in the header, just in the body.

     

    I parse the mail with regex so i can read the informations to make a user who represent the actual client (not the website).

    I did it, but if the user already exists, i just create another one with the same informations and the tickets are not related correctly, so i want to search if the identity (phone number or email) already exists to link the ticket to the good user.

     

    I'm sorry if it is not clear, i'm french :)

     

    Thanks for reading 

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  • Peter Hochstrasser
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    Hi Jocelyn

    Alors, si tu cherche avec une regex, je crois que tu emplois un API pour sa.

    Avec l' API, tu peux aller chercher les utilisateurs connus, même s'ils ne sont pas encore confirmés.

    La procedure normale en Zendesk est q'on utilise les triggers pour processer les tickets. Tu peux utiliser l'activité "Notify Target" dans un trigger pour brancher à un serveur qui offre un API REST, et tu peux y passer la ID du ticket.

    Donne- moi une mise-a-jour comme tu a implementé ta routine s'il te plaît...

    Salutations de la Suisse

    Peter

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  • Jocelyn Arzur
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    Encore merci pour la réponse rapide (et en français en plus !)

     

    Alors j'utilise déjà une API en effet.

     

    Explication du contexte : 

    Nous sommes un constructeur de maisons individuelles, nous avons donc différents sites diffusant nos annonces. Ces sites nous envoient un mail à chaque demande de devis/contact d'un client.

    Zendesk étant bien fait, lorsque le mail du client originel est dans le header du mail, il le repère tout seul et le met en identité du client créé, cependant un de nos annonceur ne suit pas cette ligne et nous envoie uniquement sa propre adresse, tous les tickets sont donc stockés sous son identité...

     

    Pour corriger ce problème, pour le moment, à la réception du ticket, un déclencheur envoie la totalité des infos du ticket à l'API, qui parse le mail (en regex) et en extrait nom, prenom, mail, telephone etc...

    A partir de ces informations je crée un nouveau client, j'essaie de lui entrer les identités récupérées du mail parsé, si je rencontre une erreur de duplication et que l'id du client possédant l'identité existe, je supprime mon nouveau client, met a jour l'existant en lui fournissant le ticket en plus.

    Le problème est que Zendesk ne renvoie pas systématiquement l'id de l'utilisateur possédant déja l'identité, dans ce cas je suis bloqué.

     

    La manière optimale aurai été de faire une recherche avec le query comme suit : 

    'api/v2/search.json?query=type:identity value="john@doe.fr"

    et a partir de là, récupérer le client, cependant, le type identity n'existe pas...

    Je ne vois donc pas comment savoir, si l'identité est utilisée par un client, quel client est-ce?

     

    Encore merci Peter Hochstrasser

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  • Peter Hochstrasser
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    Hi Jocelyn Arzur

    I switch back to english for the rest of the watchers here.

    So, your actual problem is to find a user given his e-mail, if I understand you correctly.

    That you should be able to do by API using the user search endpoint:

       https://developer.zendesk.com/rest_api/docs/support/users#search-users

    I think that your query is exceedingly expensive. I tried the following:

       email:"john@doe.fr"

    which reported just the user who had this e-mail address assigned - even for myself, being the admin since 4 years. Be aware, however, that even if you get a result, you might need to compare the e-mail address you searched to the one of the user returned - I found cases where the part after the @ has not been equal, but firstname.lastname have been a perfect match.

    Correction: The individual in question had a secondary e-Mail address assigned; that is the one I searched for. So, we can say, if a user is returned, it has this email address assigned, though not necessarily as his primary e-mail address.

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  • Jocelyn Arzur
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    hi Peter Hochstrasser,

    I agree with you, and already tried the query emai:john@doe.fr, the problem is that if john doe has many email adresses (john@doe.fr and doe@john.fr for exemple), only one of those is stored in the client fields, the other is stored as identity, and the query does not march... I think.

     

    I will work on that lead, thank you very mutch.

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  • Peter Hochstrasser
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    Ah Jocelyn Arzur

    I just added a paragraph above: If a user is returned, he has the e-mail address you searched for assigned, as one of the addresses, not necessarily the primary one, though.

     

    Yours truly

    Peter

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  • vamsi
    Comment actions Permalink

    hi guys is it possible get top 5 organization  open tickets

    from a single api call .

    count should be desending order

    ex: 

    x:50

    y:44

    z:43

    xy:20

    xyz:10

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  • Peter Hochstrasser
    Comment actions Permalink

    Hi all

    Is it just me, or are others also alienated by the missing possibility to search for custom fields?

    Yes, sure, there is "field_value", but let's be honest, if you have more than one custom field, that just doesn't cut it.

    My case:

    My custom fields:

    • Affects Version/s
    • Fix Version/s

     Their values are versions of our applications in which we either have found or fixed problems. As you might guess, their contents can be very similar, and it is really necessary to search not only by field value, but by field name and field value.

    I might get by if the search for, say

        organization:"customer" field_value:"version" 

    would actually return all "customer" tickets that have either of the above custom fields set to "version" or version.

    However, it seems to be quite unsuccessful in finding the 7 tickets that would fit the bill, but lists another one where I'm hard pressed to find "version" or version. And these ticket fields have not been changed today, so the index should be up to date.

    Are you experiencing similar quirks?

     

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