In addition to full text search, you can search using common search operators combined with data property keywords and values to narrow your search results. This reference describes how to search for the data in your Zendesk.
This article is aimed at administrators and support managers with full access to the data in Zendesk. If you're an agent, start with Searching the data in your Zendesk and refer back to this reference article if you want to do more advanced searches.
Topics covered in this article:
- Search basics in Zendesk
- Search operators
- Searching for properties that have no data
- Using the type keyword
- Searching by date
- Searchable ticket property keywords
- Searchable user property keywords
- Searchable organization property keywords
- Searchable group property keywords
- Searching custom user and organization fields
- Searchable satisfaction rating keywords
- Searching for ticket attachments (files and screencasts)
- Searching for tickets with a specific ticket form
Search basics in Zendesk
Search terms can include any string, including user, organization, and group names. For example, you can simply use "vip" to list all users with the vip tag. However, the results could also include other data in your Zendesk that match the term vip.
You can filter the results by using keywords and operators. For example, the following type keyword limits the search for "vip" to users:
Keywords and operators are explained later in this article.
Please upgrade my account
Other essential facts about search in Zendesk:
- How soon can new data be searched?
When you add new data to your Zendesk, it typically takes about 2 to 3 minutes before it's indexed and can be searched.
- How do titles and tags affect search?
Both the ticket or forum article title and any tags added to either help to improve search results. The title is weighted more heavily than tags.
- How do word stems affect search?
You must specify at least the first three letters of the search term to get results. Using the "sas" stem will return "Saskatchewan" if it exists. Using the "sa" stem won't. The rule also applies to secondary search terms. Example: "Jackson Mis".
- 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 your Zendesk. Agents can search the ticket, user, and forums data that they've been granted access to. End-users can do full text searches of the knowledge base.
What languages are supported?The search supports the following languages:
The following search operators can be used to build your search statements.
|:||The colon indicates that the given field should equal the specified value.
|" "||Double quotes. This is referred to as a phrase search and returns the exact words in the exact order.
subject:"Please upgrade my account"
|-||Minus sign. Excludes items containing a word (or property value) from the search results. For example, the following statement excludes any item containing the word 'account' from the search results:
status:pending upgrade -account
|*||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.
Searching for properties that have no data
This returns all unassigned tickets.
This returns the users who have not been added to an organization.
Using the type keyword
One of the tools you have available for narrowing your search results is the type keyword. It's used to explicitly declare that you want to search the following data objects:
- entry or topic (forums)
If you instead searched for organization:customers you'd get all the tickets that have requesters who belong to this organization. This is because by default searches that do not explicitly declare an object return results for tickets (and organization is a ticket property).
Using type:user, your search returns all user profiles for users that belong to the Customers organization. So, you're narrowing your search to the user object 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 such as tickets and forum topics.
Searching by date
Date properties (such as created, updated, and solved) can be combined with search operators to return data from a specific date, on or previous to a certain date, and on or after a certain date. The date format for all the date properties is YYYY-MM-DD.
Searching within a date range
Searchable ticket property keywords
Here's the list of ticket properties that can be searched. For more information about searching tickets, see Searching tickets.
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:
|created||The date the ticket was created.
|updated||The date of the most recent ticket update.
|solved||The date the ticket was set to solved.
|due_date||The due date of tickets with type set to Task.
|assignee||The assigned agent.
|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 use the user's name, email address, or the 'me' keyword. See Searching ticket user roles.
|requester||The ticket requester.
|subject||The text in the ticket's subject.
|description||The text in all the ticket's comments.
|status||Possible values: new, open, pending, hold, solved, closed.
|ticket_type||Possible values: question, incident, problem, task.
|priority||Possible values: low, normal, high, urgent.
|group||The assigned agent's group name.
|organization||The name or ID of the ticket requester's organization.
|tags||Tags that have been added to the ticket.
|via||The ticket's source, which can be any of the following:
|commenter||People who have added comments to tickets.
|cc||People who have been CC'd on tickets.
Search for a specific value in custom ticket fields by using the fieldvalue keyword. For example:
This returns all the tickets that have a custom field with the value "12345."
You can also search custom fields. See Searching custom ticket fields.
Searching for tickets with a user's telephone number
To locate a user's tickets based on their phone number, you can use a search statement like this:
This works with all of the ticket user roles: submitter, requester, and assignee.
Searchable user property keywords
Here's the list of user properties that can be searched. For more information about searching users, see Searching users, groups, and organizations.
To search for user data, you need to use the type keyword. See Using the type keyword.
|name||The user's partial or full name.
type:user name:"alex anderson"
|The user's email address.
You can search for all users in an email domain. See Searching for users by email domain.
|group||The user's group name. This only applies to admin and agent users.
type:user group:"Level 2"
|organization||The user's organization name.
|created||The date the user was added to your Zendesk.
|notes||All text in the notes field in the user's profile.
|details||All text in the details field in the user's profile.
type:user details:"madison, wi"
|external_id||The user's external ID, if used.
|phone||The user's phone number. You must search for the number exactly as it was originally entered into the user's account.
|tags||Tags that have been added to the user's profile.
type:user tags:premium tags:wholesaleFor more information about tagging users and organizations, seeAdding tags to users and organizations.
Searchable organization property keywords
Here's the list of organization properties that can be searched. For more information, see Searching users, groups, and organizations.
To search for organization data, you need to use the type keyword. See Using the type keyword.
|name||The organization's partial or full name.
|created||The date the organization was added.
|notes||All text in the notes field in the user's profile.
|details||All text in the details field in the organization's profile. type:organization details:information
|tags||Tags that have been added to the organization.
For more information about tagging users and organizations, see Adding tags to users and organizations.
Searchable group property keywords
Here's the list of group properties that can be searched. For more information, see Searching users, groups, and organizations.
To search for group data, you need to use the type keyword. See Using the type keyword.
|name||The group's name.
type:group name:"level 2"
|created||The date the group was added.
Searching custom user and organization fields
You can search for data in custom user fields and custom organization fields by using the key that identifies the custom field.
To locate the key for a custom field, click the Admin icon () and select User Fields or Organization Fields, then click the name of a custom field. The field key appears in the properties panel on the right.
|Drop-down list||:||Find users or organizations where plan_type is platinum:
Find users or organizations where plan_type is platinum or gold:
|:||Find users or organizations where product_name contains widget:
Find users or organizations where product_name contains the multi-word phrase "red widget:"
>, <, >=, <=, :
|Find users or organizations where num_agents is exactly 5:
Find users or organizations where num_agents is between 4 and 10, inclusive:
|Decimal||>, <, >=, <=, :||Find users or organizations where avg_score is greater than 14.5:
Find users or organizations where avg_score is between 10.1 and 15.3, exclusive:
|Check box||:||Find users or organizations where is_active is true:
|Date||>, <, >=, <=, :||Find users or organizations where subscription_date is before 2013-06-23:
Find users or organizations where subscription_date is between 2012-05-23 and 2013-06-23, exclusive
Searchable satisfaction rating keywords
To search for tickets by customer satisfaction status and rating, you need to use the type keyword. See Using the type keyword. For more information on customer satisfaction, see Using customer satisfaction rating.
|bad||Tickets that have been rated 'bad'.
|badwithcomment||Tickets that have been rated 'bad' that also include a comment from the ticket requester.
|good||Tickets that have been rated 'good'.
|goodwithcomment||Tickets that have been rated 'good' that also include a comment from the ticket requester.
|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.
Searching for ticket attachments (files and screencasts)
You have the following options for searching for ticket attachments. These include files as well as screencasts (see Adding a screencast to a ticket or a Web portal article in the Zendesk Agent Guide).
|has_attachment||You use this keyword to search for tickets that either do or not contain file attachments. There are two valid values for this keyword: true and false.
|attachment_name||You can also search for a file attachment by name.
|has_screencast||Like the has_attachment keyword, the has_screencast keyword can either be true or false. Screencasts is an optional feature in Zendesk that you must enable to use (see Enabling screencasting in your Zendesk.
Searching for tickets with a specific ticket form
You can search for a ticket form and get results for all tickets where that ticket form is applied.
To do so, use this search statement:
form:"<ticket form name>"
For example, the following search returns all tickets that use the Change Request ticket form.