Zendesk Support search reference

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174 Comments

  • Jessie Schutz
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    Hi Ccaputo!

    I'm going to go out on a limb and guess that you're pulling Zendesk data into Domo. The ability to change what data gets pulled is probably going to depend on how you have Domo and Zendesk linked up. Unfortunately, I'm not familiar with the way Domo works so I'm afraid I won't be much help. 

    You might think about posting about this in our Community to see if any other Zendesk customers use Domo with their Zendesks. Otherwise, you might want to check with Domo directly to see if they can shed some light on it for you.

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  • Jessie Schutz
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    Hey Ccaputo!

    I got some additional information on your question from a colleague that might be helpful to you.

    They said that if you're using search to pull data into Zendesk there is currently no way to limit the set of columns/fields that are returned. You might be able to use the API to export your data from Zendesk and then import it into Domo, but that will depend on whether that type of functionality is available in Domo.

    Hope that helps!

     

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  • Dominique, Youri - 3376
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    In Zendesk Classic, we used to be able to obtain a URL corresponding to a Search query. Now with the New Zendesk, is there a way to obtain that? Or do we absolutely to build a view?

    The URL seems to have become static: https://<account name>.zendesk.com/agent/search/1

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  • Jonny
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    Hey Dominique,

    Thanks for reaching out! To answer your question, yes you can obtain a URL through the search function in the new Zendesk, but the URL will become static. The best recommendation I can offer to obtain the URL is to create a view. 

    Remember that you can always use our search reference documentation to specify what you are looking for and then search for the same string every time :)

    Hope that helps!

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  • Bao
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    Strange, the table of content lists "Searching for tickets with a specific ticket form" but there is no section on the page that matches.

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  • Charles Wood
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    @Jonathan Pabon,

    "search for the same string every time"

    Yeah, that's why it was useful to have the query appear in the URL ;)

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  • Bogdanw
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    How do I search for "not equal to", i.e. say I want to get tickets where "requester id' was not equal to 123. Shall I use:

    requester<123 requester>123

    syntax?

     

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  • Serge Payette
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    @BogdanW,

      You must then use the minus sign: " - "

      You place that minus operator in front of the descriptor, for example:

    Status:open -subject:Datafile

      This would list all Open tickets but those with "Datafile" in the subject line.  Pls. refer to the "Search operators" section above for more details.

    Hope this helps

    Serge

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  • Bogdanw
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    Serge,

    thanks for your answer (however, I think my solution would work as well , i.e. based on documentation above, if the same keyword is used multiple times conditions are 'OR'- ed, see example  and comments above for: 'tags:silver tags:bronze').

    Anyway, I have a different question. How do I set conditions on custom fields on ticket? There are some examples above but they seem to hit ALL custom fields at once. In my case, I have two custom fields which are of type DATE. Of course, Zendesk has them as string (but it knows that underlining type is DATE from field definition). What I want is to get tickets where these two custom fields meet a condition like  first_Field > '2016-04-14'  second_Field < '2016-05-14'.

    Any suggestion?

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  • Bogdanw
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    Serge,

    me again ... . Even a condition for nulls, i.e. something like  'first_Field is not null second_Field is not null' would help me.

    Thx,

    Bogdan

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  • Serge Payette
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    Hi Bogdanw,

      Unfortunately the search tool is quite limited for custom fields.  From the tests I conducted, it's limited to the colon " : " operator (equal operator).  Also you can't specify a particular ticket field, the search tool will look for matching value in all custom fields with the following:

    fieldvalue:<enter your value here>

      So not very efficient, however if ever, your custom field happens to be a drop-down type then, at least, you can search with tag values:

     "tags:<enter tag value here>"

      That's all I could fine, more info here and here, from the second link, there a comment from Laura D. (ZD employee), on June 27, 2013 19:32, which confirms my saying.

    Too bad

    Serge

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  • Dave Trumbull
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    Looks like the undocumented 'via:web' works to search for tickets raised directly in the web admin console. Is that correct? 

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  • Liang Dai
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    @Dave, you are right. We support via:web and via:"web form" for tickets created from web forms. We will update the document soon.

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  • Bogdanw
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    Question about custom fields on a ticket.

    Say, I have a custom drop down field with Id = 123456789.

    Can I get all possible options (values) of this field via API?

     

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  • Jessie Schutz
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    Hi there!

    I'm not an API expert by any means, but I think you might be able to find what you need here: https://developer.zendesk.com/rest_api/docs/core/ticket_fields#updating-drop-down-field-options

    I hope that helps!

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  • Liang Dai
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    Hi All,

    We are interested in learning how you, Zendesk customers, use the Zendesk search in your work so that we could continue enhancing and improving this feature.

    If you and your team are interested in sharing how search supports your work and are available for talking to us, please sign up using the form here. http://goo.gl/forms/IDuqGK20uu397YAb2

    We will follow up from there if we find a match to our study. Due to limited resource available, we may not be able to cover all customers. 

    Thanks!

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  • Andrey
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    Hi

    How can I search problem tickets using "incidents count" parameter?

    For example: List of Problem tickets with count of incidents more 35?

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  • Terry
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    @andrey

    You can find this with a custom metric for insights! 

    https://support.zendesk.com/hc/en-us/community/posts/205006388-Reporting-Show-Open-Problems-with-of-linked-Incidents-

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  • Jason Littrell
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    Hi Zendesk,

    I stumbled across some functionality for searches that I don't see referenced here. The following appears to search a specific custom ticket field for the value specified:

    custom_field_<id>:<value>

    It also supports ">" and "<" operators for numeric and date fields.

    Is this officially supported? We're trying to develop code that needs to perform this exact type of search, and I don't want to rely on functionality that might vanish into the ether.

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  • Megan Howell
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    Hey Jason,

     

    Although that is an awesome find, I talked to the team and it sounds like it is not officially supported, so I agree with the plan to not build code on it in this situation. As mentioned in the article, using fieldvalue:value will search all fields for the value being searched for, but it will not filter for a specific custom field, as your solution will! I am sorry! If you have further questions, let us know.

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  • Jason Littrell
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    Thanks, Megan!

    I was afraid of that. We ended up going with your suggestion for now. If anything changes, can we be notified here in the comments? I'm not able to subscribe to content updates for the article itself...

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  • Pat Prince
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    How can I search for suspended users? Mainly interested in using it in conjunction with the Search API

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  • Carlos Santos
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    Hi.

    Similar request to Pat: 

    How do I use the search API to get a list of not suspended end-users? I need this to automate user accounts clean-ups based on last login date and since I'm not going to do anything to already suspended users I don't want them increasing my pagination overhead. So it would be great to be able to filter them out upfront. Is there a way to do this?

    Thank you!

     

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  • Neil Lillemark
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    Frankly - still not understanding why that option is not being provided inside the GUI directly.  An ability to filter on suspended/active users would be very useful!

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  • Dennis Lynn
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    Hi Pat, Carlos, and Neil,

    First, as Neil pointed out, there is not any native functionality which would allow you to filter out suspended users. There is a current feature request in our product feedback forums which would be worth following in this regard - the more feedback we get there, the better!

    Zendesk Feedback: Admin tool request: List of suspended users

    Now about your inquiry, Carlos - You can use the Zendesk API to list all users in your Zendesk, which you can then filter by role (end-user). Unfortunately, you cannot filter results based on suspension status when requesting users in the API, so you would then need to either create a script to look for the users that are suspended based on that attribute in the results, or manually pull them out yourself from the results.

    I'm sorry I don't have an easier answer for you here, but I hope this helps!

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  • Raymond Camden
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    Is there any way to do side loading with search? It appears as if not - but I thought I'd check.

     

    (Btw, I really hope I get an email notification if this comment is responded to. :)

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  • Nate Piche
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    Any way to limit the number of results returned? I'm looking to only get the 5 most recent tickets created by a user.

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  • Jonathan March
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    @Nate not exactly what you are asking for, but you can get much the same effect with, e.g. "created>2months" for all tickets created in the past 2 months. If you have a rough sense of the customer's activity level, you can ballpark the time range, otherwise can start small and adjust up as needed.

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  • Nate Piche
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    @Jonathan

    Thanks for the response, many APIs that I've used have had a "limit" parameter that you pass in a number to and performs whatever query and then returns that number of records.  This would be nice to have so we can shorten the response size.

    Obviously that is easy enough to do on our end, but it would be nice to be able to pass a limit parameter and just get 5 tickets back from the request as doing a date range isn't super sustainable.

    All good if that isn't possible yet, but might be a nice feature to consider :)

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