Zendesk Support search reference Follow

all plans

This article contains tables listing and describing data property keywords and values that can be used, along with common search operators, to narrow your search results. There are also sections describing more advanced search methods and formatting.

This article is aimed at administrators and support managers with full access to the data in Zendesk Support. If you're an agent, start with Searching the data in Zendesk Support and refer back to this reference article if you want to perform more advanced searches.

This article includes the following topics on advanced search methods:

This article includes the following reference tables:

Search terms and terminology

Zendesk Support search allows you to narrow your results by using data property keywords, operators, and search terms. In the context of an advanced search:

  • Data property keywords indicate that you are restricting a search to one or more specific data properties.
  • Operators are symbols used to modify the keywords and focus the search.
  • Search terms are the words, phrases, or values you are searching for.

Search terms can include any string, including user, organization, or group names. For example, 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; however, it will not include data where the string "top" appears in the middle or end of a word.

For instance, a simple search on the string "top" would return:

  • All users with tags that include the string "top"
  • Users "Top Ten Trucking," "Tip-Top Mops," "Big Top Entertainment," and "Dessert Toppings, Inc."

That search would not return:

  • "Desktop Solutions" or "One-Stop Publishing"
Note: It can take a few minutes for Zendesk Support to index new and modified tickets, users, and other resources. If they don't appear in your search results, wait a few minutes and try again.

The following is an example of a search string looking for anything with the tag "vip" that was created before May 1, 2015:

tags:vip created<2015-05-01
  • tags is a keyword indicating you are searching only within a specific data property, in this case a tag.
  • : is an operator indicating the tag property needs to match the subsequent search term. Note that there is no space before or after the :.
  • vip is the search term referred to by the prior property/operator combination.
  • created is a keyword indicating you are searching the created data property for items created relative to a certain date.
  • < is an operator indicating you are searching for users, tickets, organizations, or articles created before a certain date.
  • 2015-05-01 is a search term indicating the date you want to use.
If submitting multiple search terms, search has a default AND behavior, rather than an OR behavior. For example, searching for the following phrase returns results only if all of the words are present, in any order.
Please upgrade my account

However, when you use a data property keyword multiple times in a query, there is an OR search across the values you specified. The following phrase returns results that contain either the tag "silver" or the tag "bronze".

tags:silver tags:bronze

Searching for properties that contain no data

Properties that contain no data can be searched for using none as the search term, along with the group, tags, via, organization, or assignee keywords, as in this example:
assignee:none

This returns all unassigned tickets.

Searching by date and time

Date property keywords - created, updated, solved, and due date) can be combined with search operators to return data from a specific date, before a certain date, and after a certain date. To search dates in any locale, use the format YYYY-MM-DD. You can also use locale-specific formats such as MM/DD/YYYY in the United States.

To search for data before a certain date, use the less than (<) operator:
created<2011-05-01
To search for data after a certain date, use the greater than (>) operator:
due_date>2010-01-10
To search for a specific date, use the equals (:) operator:
solved:2010-01-10

You can also use the <= or >= operators to indicate less-than-or-equal-to and greater-than-or-equal-to respectively.

Searching with combined dates and times

You can specify a combined date and time using ISO8601 syntax:
created>2015-09-01T12:00:00+08:00
updated<2015-09-01T12:00:00Z

The first example above searches for anything created after September 1, 2015 at 12:00 p.m. (Pacific Standard Time).

The second example above searches for anything updated before September 1, 2015 at 12:00 p.m. (UTC).

Searching within a date/time range

You can search within a date range, for example August 2, 2014 through August 4, 2014, using the following search statement:
created>2014-08-01 created<2014-08-05

You can also include specifc times in your search range. The following example searches for anything created between August 1, 2014 at 11:59 p.m. (UTC) and August 2, 2014 at midnight (UTC):

created>2014-08-01T11:59:00Z created<2014-08-05T24:00:00Z

Searching with relative times

You can search for a time relative to the present time, using the time units hours, minutes, days, weeks, months, or years. The following search returns anything created in the last four hours:

created>4hours

Sorting search results

You can sort your search results by field, in ascending or descending order, using the following keyword phrases:

  • order_by:field

  • sort:asc or sort:desc

Sorting is available on the following fields:

  • created
  • commented
  • priority
  • status
  • ticket_type

Using the order_by and sort keywords is equivalent to using the API parameters sort_by and sort_order.

Using the 'type' keyword

For API searches, one of the tools you have available for narrowing your search results is the type keyword. It is used to explicitly declare that you want to search for one of the following types:

  • ticket
  • user
  • organization
  • group
  • article (Help Center)
  • entry or topic (forums)

Using the type keyword means that you are explicitly searching on the type you specify. For example, you can search for all the users that belong to the customer's organization using this search statement:

type:user organization:customers

If you instead searched for organization:customers you would also get all the tickets that have requesters who belong to this organization. This is because searches that do not explicitly specify type return results for all types, including tickets (and organization is a ticket property).

Using type:user, your search returns all users that belong to the Customers organization. So, you're narrowing your search to the user type and excluding tickets.

While organizations and groups are properties of the user object, they have their own properties that can be searched as well. The following query allows you search only for organization tags, excluding tags of the same name that may be used in other elements of your Zendesk Support instance such as tickets and forum topics.

type:organization tags:premium

Search FAQ

  • How soon can new data be searched?

    When you add new data to Zendesk Support, it typically takes about a minute before it's indexed and can be searched.

  • How does punctuation affect search?

    Punctuation characters are generally not included in searches.

  • Are there limitations to wildcard searches?

    You can only do wildcard searches when combined with property keywords (subject:photo*). The wildcard must go at the end of the search term.

  • Who can search what?

    Administrators can search all the data in Zendesk Support. Agents can search the data that they've been granted access to. End-users can do full text searches of the knowledge base.

  • What languages are supported?

    There is language-specific support for searching in the following languages:
    • English
    • French
    • German
    • Japanese
    • Portuguese
    • Spanish

    The support includes dictionary-based tokenization for Japanese, because words are not separated by spaces in that language. For the other languages, the language-specific support is primarily stemming, which allows different forms of the same word to match. In particular, the singular and plural forms of a word will generally match.

Search operators

You can use the following search operators to build your search statements.

Table 1. Search operators
Operator Description
: The colon indicates that the given field should equal the specified value.
status:open
< Less than.
status<closed
> Greater than.
priority>normal
<= Less than or equal to.
status<=pending
>= Greater than or equal to.
priority>=normal
" " Double quotes. This is referred to as a phrase search and returns the exact words in the exact order.
"Please upgrade my account"
- Minus sign. Excludes items containing a word (or property value) from the search results. For example, the following statement searches for any tickets with the status 'pending', but excludes any tickets containing the tag 'invoice' from the search results:
status:pending -tags:invoice 
* The wildcard operator is useful when you want to search various forms of a word. For example, searching for photo* returns results that would include photography, photographer, photograph and any other words that began with 'photo'.
However, because of the performance issues involved with doing wildcard searches, unqualified wildcard searches are not currently supported. In other words, you need to use a property keyword to make your search specific to the data you're trying to locate.
subject:photo*

Ticket property keywords

You can search on the following ticket properties.

For more information about ticket search, see Searching tickets.

Table 2. 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:amy@mondocam.com
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 The assigned agent's group name.
group:"Level 2"
organization The name or ID of the ticket requester's organization.
organization:customers
tags Tags that have been added to the ticket.
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)
  • 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)
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:amanda@mondocam.com
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 based on the option's title. If you're using nested drop-down fields, search using the option's tag. For details, see Organizing drop-down list options.

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"

User property keywords

Here's the list of user properties that can be searched.

For more information about searching users, see Searching for users, groups, and organizations.

Table 3. 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.

Organization property keywords

Here's the list of organization properties that can be searched. For more information, see Searching for users, groups, and organizations.

Table 4. 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.

Group property keywords

Here's the list of group properties that can be searched. For more information, see Searching for users, groups, and organizations.

Table 5. 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.

Satisfaction rating searchable values

You can use the satisfaction keyword with rating values to search your customer satisfaction ratings. For more information on customer satisfaction, see Using customer satisfaction rating.

Table 6. Satisfaction rating keywords
Value Description
bad Tickets that have been rated 'bad'.
satisfaction:bad
badwithcomment Tickets that have been rated 'bad' that also include a comment from the ticket requester.
satisfaction:badwithcomment
good Tickets that have been rated 'good'.
satisfaction:good
goodwithcomment Tickets that have been rated 'good' that also include a comment from the ticket requester.
satisfaction:goodwithcomment
offered When you request a customer satisfaction rating, the ticket satisfaction rating status is set to 'offered'. The following notification is added to the ticket: Customer satisfaction feedback was offered. This means that you've asked for but not yet received a response to the rating request.
satisfaction:offered
Have more questions? Submit a request

Comments

  • 0

    Is there any way to search by a label? For example, every article that includes a video, we include the label "video". We want to be able to provide a search URL to users in our site that returns all articles that have a video. This would be cross-section and -category.

    What are the available search operators for the Help Center?

  • 0

    Hey Brad! I just answered your question over here: https://support.zendesk.com/hc/en-us/community/posts/204582057-Search-by-label

  • 0

    Hi all,

    I'm about to launch a very small beta for agents who are searching for articles in the agent interface. This beta will not change the search experience for anyone in Help Center, but rather is a precursor to that step. You will not see any interface changes during this beta, as the change only impacts the results themselves. You will also not be able to search for community posts within the agent interface quite yet.

    If you're interested, please sign up here: https://zendesk.wufoo.com/forms/article-search-for-agents-beta/

    You'll be able to choose whether you'd like this rolled out to your entire account, or, if you'd prefer, you can turn it on for individual agents.

    Best,
    Erin

  • 0

    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.

  • 0

    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.

  • 0

    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. :)

  • 0

    I would like to do a search for tickets that have two specific tags (Ex. Tag A and Tag B). However, each search I do results in tickets that have EITHER Tag A or Tag B, instead of BOTH Tag A and Tag B. How can I do a search for tickets that have both?

  • 0

    Hi Michael,

    Try this syntax to achieve an AND:

    tags:"tag_a tag_b" 
    

    Best,
    Erin

  • 0

    Beautiful, thank you!

  • 0

    How would do an OR statement?

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

  • 0

    EDIT: This information is not correct!

    "OR" is the default behavior. You would do:

    subject:"text string" description:"text string"

    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.

    Edited by Charles Wood
  • 0

    Also note that you can do OR on the same field multiple times.

    For instance, I have a search that does:

    organization:fedex organization:ups

    This finds tickets from either one of those organizations.

  • 0

    "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.

  • 0

    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.

  • 0

    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!

  • 0

    Does anyone know if the Search API has changed recently? My querystring that I've been using for months now is starting to return all tickets in the system instead of what I'm searching for. The query is for type:ticket "some exact text"

  • 0

    Hi Nicholas - we've got an issue going on - we're trying to get a fixed rolled out ASAP. Should be out in the next hour.

  • 0

    Ok, that works for me. Thanks for the quick reply!

  • 0

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

  • 0

    @Charles -- I so wish there were! (Or, from a search result, check the desired tickets and click "open")

  • 0

    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.

  • 0

    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!

  • 0

    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?

  • 0

    Hi Seth!

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

    Hope that helps! :)

  • 0

    Thank you, Brittany :-) I'm sure that I'm going to forget this at some point; could it be added to this article? Given that the article includes documentation for via:, it just seems a little confusing to not have an method documented for searching for the web widget tickets.

  • 0

    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! :)

  • 0

    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. :)

  • 0

    Is there a way to search for users with unverified emails?

  • 0

    Hey Richard!

    There isn't a search operator that will allow you to search for natively in the UI, but you could use our API to pull the information. You can find more information about that here: https://developer.zendesk.com/

    Hope that helps!

  • 0

    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?

Please sign in to leave a comment.

Powered by Zendesk