Zendesk Support search reference Follow

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90 comments

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    Brad Marshall

    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?

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    Jessie Schutz

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

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    Erin Boyle

    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

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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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    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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    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. :)

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    Michael

    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?

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    Erin Boyle

    Hi Michael,

    Try this syntax to achieve an AND:

    tags:"tag_a tag_b" 
    

    Best,
    Erin

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    Michael

    Beautiful, thank you!

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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

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    Charles Wood (Edited )

    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.

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    Charles Wood

    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.

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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.

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    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.

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    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!

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    Nicholas McMurray

    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"

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    Erin Boyle

    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.

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    Nicholas McMurray

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

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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?

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    Jonathan March

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

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    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.

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    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!

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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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    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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    Seth Wylie

    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.

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    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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    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. :)

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    Richard Valdez

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

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    Jessie Schutz

    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!

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    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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