Zendesk search reference

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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. If you're an agent, start with Searching the data in your Zendesk 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 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 your Zendesk 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 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 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 your Zendesk, 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 your Zendesk. 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
OperatorDescription
: 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
KeywordDescription
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."

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
KeywordDescription
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
KeywordDescription
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
KeywordDescription
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
ValueDescription
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

    Update 9/12/11:

    You can now search within a date range, for example August 1st, 2011 through August 5th, 2011, using the following search statement:
    created>2011-08-01 created<2011-08-05

     

    Using the via keyword, you can now search for tickets by 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 (from any Twitter method including direct message and favorite)
    • voicemail (from a voicemail message)
    • phone_call_inbound (from an inbound phone call)
    • phone (from voicemail or an inbound call)
    • sms, text, "text message" (from a text message)
    • logmein, logmein_rescue, "logmein rescue" (from LogMeIn)

    via:phone

  • 0

    This search functionality is great and keeps getting better.  One criteria I'd like to ask about is the custom views.

    I've made a custom view with a list of criteria (tickets within the last 2 weeks).  Is there a way to do a search within that?

    Regards,

    C Malcolm

  • 0

    Hi Christian,

    what you're looking for is not possible at this point, although it's a great idea and something we might implement in the future.

  • 0

    From what I can tell, only the initial post in a ticket it searchable. If I use words in followup posts, then later search for them, the ticket will never show up. Is this the designed behavior?

  • 0

    Nope - that's not quite right. I still didn't find what I expected, but it's not a non-first-post issue. Ignore me. :-)

  • 0

    Using the search type 'name:xxx type:organization' (or something like it), can I search for an EXACT match on the organization's name? When I try 'name:dog type:organization' I am getting all organizations with 'dog'  in the name, where I really am after the single organization named 'dog'. Can what I after be accomplished?

  • 0

    Search is great BUT it would be MUCH MORE USEFULL if we can get a table view of resulting tickets to do a bulk update.

    Use case:

    • We have a custom Pivotal Tracker Story ID field for each non-Q&A ticket.
    • Some tickets share the same Pivotal Tracker Story ID (same bug or feature request)
    • When a Pivotal Story is updated we would like to update all related tickets (for example solve those tickets) by doing a search on the Pivotal Tracker Story ID.
  • 0

    Chris, 

    Using a search like "type:organization name:dog" will return all orgs that contain "dog" as you say. That's expected. If you want to return a specific organization you could do something like this:

    type:organization name:dog notes:10

    They key here is to add some additional unique data about the organization to the search. I just added '10' to the org notes as an example of course. It could be anything. You could also search for data in the org's details property or add a unique tag, which is probably the best way to go. Check out this topic:  Adding tags to users and organizations

  • 0

    Update 11/3:

    You can now search for ticket commenters and CCs. See the ticket properties table above.

  • 0

    I would love to be able to do the following types of searches:

    • Tickets solved within 24 hours (relative to created)
    • Tickets solved within 8 business hours (relative to created)
    • Tickets not solved within 1 week (relative to created)
    • Tickets with at least one post by a user of a particular group

    Are any of those possible?

    / David

  • 0

    Thanks for the "CC" search addition, huge help!  I haven't had any luck searching "assignee:-me" or "-assignee:me".  Is this not supported or am I missing the proper syntax?

     

    (I'm intending to search "cc:me -assignee:me status<solved")

  • 0

    +1 for @Anh-Tuan GAI's post

    "Search is great BUT it would be MUCH MORE USEFULL if we can get a table view of resulting tickets to do a bulk update."

    Totally agree!

  • 0

    @Laura, @Anh-Tuan GAI, have you tried this interface: /rules/search

  • 0

    @Laura, @Anh-Tuan: As Mikkel pointed out, you can actually click on "Browse tickets by properties" in the sidebar when looking at a search result. This shows you a table view of matching tickets (unfortunately you'll have to enter new filter rules since that interface doesn't use search). But it does let you do bulk updates.

     

  • 0

    @Steve: Unfortunately negative property matches are not supported at the moment, but we will add support for those in the near future.

  • 0

    I'm trying to search using the URL so we can get a popup from our softphone to search for the incoming caller. I'm using http://support.flexitime.co.nz/search?query=type:user%20phone:123456789

    Where 123456789 is the phone number of one of our users but it doesn't return anything. Am I doing something wrong or is this not working? Cheers.

  • 0

    @Robert: Phone numbers are indexed exactly as they appear in the user's property page. E.g. if the phone number is stored as "123 456 789", you have to search for it in exactly that format (e.g. phone:"123 456 789").

  • 0

    Hi Stefan, thanks for your quick reply. I was entering the number exactly as it was on the users record, but didn't have quotes around the number - so that fixed the problem. Perhaps the example above should include quotes (although implicitly a string by the inclusion of dash -)

    Cheers,

    Rob.

  • 0

    Hi Stefan, what value should be used to find tickets create via Web service(API). via:web_service is not working.

    Regards,

    sukarna

  • 0

    I'm wondering if the search results are sorted by a percentage match of the criteria.  I've recently noticed that when we enter the name of the organization in the search bar that the search results typically return all the tickets before the actual organization appears.  i would think that when you type the exact name of the organization into the search bar that the organization would have the highest % match and appear at the top of the list.

    I do notice that when i go into the admin screens and use the 'People' serach that the percentage match does make teh organization appear at the top of the results, but in the agent search the organization is off the first page.

     

    Any hints, tips or future updates that would make the results appear higher in the list?

    We prefer not to type organization:namehere as it's quicker and easier to type the 'namehere' of the company.

  • 0

    i trying to search    ** type:ticket requester:mukesh@clavax.com status<Solved**

    no showing  still solved ticket . is  search string  not correct .

  • 0

    Hi Salim,

    I think you may try with 3 instead of Solved. Experimentally it is observed by me that for text values(i.e. new, open, pending, solved etc.) only : operator works with REST API, but with corresponding numeric values both < and > as well as :  operator works.

    For corresponding numeric values of different id values, you may check http://www.zendesk.com/support/api/tickets

    with regards.

    sukarna

  • 0

    Apparently it does not accept wild cards as the first character:

     - This works:  phone:612*

     - This is rejected:  phone:*5629

    Will this be addressed?

    Is there another way to do it?

  • 0

    Hi Ed!

    This is an expected behavior as when you do a * search, it has to go through all entries and thus would create a big performance hit on our search. I don't expect this to change. There may be options in the future for us to do a partial word/criteria search. I did find a feature request post that references this:

    https://support.zendesk.com/entries/20112168

    I also see that you already voted for it, but I wanted it linked here in case others are hitting the same issue. There is no workaround to this at this time.

    Jakub

  • 0

    Hi Ed,

    just to elaborate a bit on Jakub's answer: for performance reasons we don't currently support postfix wildcard searches (e.g. *foo). We might actually enable this for specific fields in the future (e.g. email addresses, phone numbers etc) - where it makes sense. There aren't any immediate plans to do this at this point though, but you might want to put in a request in our feature request forum.

    What we are working on currently is a solution for the problem discussed in https://support.zendesk.com/entries/20112168: enabling searches for "loading" to find "loaded" or "loads" etc. But that won't really help with phone numbers.

    -- Stefan 

  • 0

    Hello, is it possible to restrict search to a forum category?

  • 0

    Will search be augmented in the near future to be scanning PDFs that are stored inside our Zendesk pages?  Google can already find these documents if the entries are publicly accessible, so it would be ideal to have this be done inherently within your logged in session as well.

  • 0

    @Neil: Unfortunately searchable forum attachments are not currently on our roadmap, although it does sound like something that might be useful. If you don't mind, why don't you log a feature request in our Feature Request Forum and include a few examples of content you'd like searchable.

  • 0

    @Blao Paul If you were to select a category and then perform your search, your search will be restricted to the category in question. For example, if you select our Using Zendesk category (https://support.zendesk.com), any search terms you enter will be restricted to this category. If that's not what you had in mind, please don't hesitate to let us know.

  • 0

    What capabilities does Zendesk have in terms of syndicated search?  For example, can Zendesk search be integrated with other knowledgebases (say Get Satisfaction etc) so that the user can search from the Zendesk interface but the search interrogates other search stores and return results accordingly.  I have used the Get Satisfaction Widget which allows the user to conduct another search separate to Zendesk, but would be great if these could be integrated in some way.  I understand from the documentation that this could also be achieved from integrating with Mindtouch, but would be interested to investigate the options and here from Zendesk what the possibilities are.

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