Zendesk Support search reference

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163 Comments

  • Jonathan March

    Sorry, Nate, didn't realize that you were suggesting an API enhancement (this not being an API-specific article). Search results are returned one page at a time. and the page length can be specified:

    https://developer.zendesk.com/rest_api/docs/core/introduction#pagination

    Again, not exactly what you are asking (because ZD still does the full search on its servers) so it won't make a big search any faster, but it could make a  bandwidth difference on getting the results.

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  • Nate Piche

    @jonathan

    Completely missed per_page, perfect for what we need! I do understand the full search will be performed on your end and we'll probably need to revisit doing a time scoped search in the future!

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  • Jonathan March

    "the full search will be performed on your end"

    Make that "their end".

    We Community Moderators are just users like you, but maybe with a bit more chutzpah! ;)

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  • Erin

    Is there a way to search multiple case IDs? I am trying to pull a list of case IDs without having to search them one by one. 

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  • Jessie Schutz

    Hi Erin!

    It's not possible to search for multiple tickets numbers. Is there anything else these tickets have in common, such as a tag? If so you, could search for the tag instead.

    What are you pulling the list for? Depending on what you're trying to accomplish, we might be able to find another solution for you.

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  • Sandro Alvares

    Hello,

    How to make expand? about API, just result name with organizations, is possible?

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  • Dustin King

    It says:"

    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)."

    but according to the linked wiki page on the syntax (https://en.wikipedia.org/wiki/ISO_8601), time behind UTC should be negative, so Pacific Time would be -08:00 not plus 8. Having the opposite can cause results not to match what's expected.

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  • Jessie Schutz

    Hey Dustin!

    Thanks for the heads up...I'll let our Docs team know so they can take a look!

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  • Bruno Parreira Lopes

    Hey Guys!

    I was searching about "not equal operator" in API, but I didn't found in documentation.

    I changed to operator "! =" In the parameters, then it's worked.

    Follow example:

    .../api/v2/users/search.json?query=type:user%20-external_id!=null

     

     

     

     

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  • Sandro Alvares

    @Bruno, tudo bem? é br? rss

    Então external_id é sistema nao funciona de busca :( ... querer menos de busca é simples

    Faça teste query=type:user -role:admin e resultado não exibir admin, apenas colocar traçinho+campo, se tentar nulo é none e nao tente null nem funciona.

    @Anton, Why not work a search field external_id? can u explain me

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  • Rachel Stephenson

    Once I have completed my desired search, the user names are all jumbled up and I would like to view them in alphabetical order, but there doesn't seem to be an option for this. Is there a way to do this?

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  • Sandro Alvares

    @Rachel, just work datetime =( ... example sort_by=updated_at&sort_order=desc and not work a example query=type:user order_by:name sort:asc more id, name, others nothing

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  • Nicholas McMurray

    Has anyone figured out how to do an exact phrase search that contains double quote marks?

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  • Sandro Alvares

    @Nicholas, u can make double quote marks a example status:open status:hold status:pending blablabla can try too text "eat cake" "eat fruit"...

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  • Nicholas McMurray

    Thanks @Sandro, I meant how do you do an exact phrase search when the phrase itself contains double quote marks?  ie ' "systemVersion": "11 ' as an exact phrase (inside single quotes).

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  • Sandro Alvares

    @nicholas, systemVersion is custom_field? to try fieldvalue, but systemVersion is no know sorry... look https://support.zendesk.com/hc/en-us/articles/203663206-Searching-tickets

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  • Nicholas McMurray

    @sandro, no it's not a custom field, it's just text in the ticket i'm looking for.  Most of our tickets contain metadata as pretty-printed JSON.  So a lot of the text has double quote marks in it.  If I did a regular search it would pull up every ticket with the word systemVersion and the number 11.  I need an exact phrase so that I can match the string I'm looking for.

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  • Eric Ochoa

    Is Organization ID really not an organization property that can be searched by? Trying to find a Zendesk organization in Zapier from a user object which only gives me the organization ID but apparently I can't use that. Users can be searched by external_id, do organizations not get the same or am I simply missing something?

    Thanks!

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  • Nicholas McMurray

    @eric, I'm not sure about using the search field, but you can just navigate to {{domain}}.zendesk.com/agent/organizations/{{orgId}} to pull up the organization.

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  • Eric Ochoa

    @nicholas doesn't look I can use a url to find an organization within Zapier it has to be in the same format as above something like name:"example" but the org name isn't available to me in the user object only the org id but there isn't a search property for id:"example id" it seems. Looks like I'll need to figure something else out. Thanks though! 

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  • Nicholas McMurray

    @eric, oh ok!  I misunderstood.  I don't have access to my Zapier account at the moment but if the Zendesk App Organization Search function does not work you may be able to use the Zapier Webhook app to call the Zendesk API directly.  You'll want to do a GET against /api/v2/organizations/{id}.json which will return the organization data in JSON (which i understand that app can process).  Check out this developer page for more info on the API.  https://developer.zendesk.com/rest_api/docs/core/organizations#show-organization .

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  • Eric Ochoa

    @nicholas Oh! That was a great idea, exactly what I was looking for. Thanks!

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  • Sandro Alvares

    @Nicholas, where view systemVersion? i no have its

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  • Nicholas McMurray

    @Sandro,  The text I'm trying to search on is in the Ticket body.

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  • Sandro Alvares

    @Nicholas, not available show version, and i think ur plan different and me.

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  • Richard Bates

    How do we find out the organisation name a user belongs to? We search organisation with the organisation_id we get from user but this returns no results. We appear to only find more information on the organisation given we know the organisation name.

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  • Jessie Schutz

    Hi Richard!

    When you go to that user's profile, the organization will display next to their name at the top of the window:

    Let us know if you need anything else!

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  • Vignesh Senthil

    Hi ,

    Can I know how to make or condition possible using this search. My case is whether the priority is urgent or from a particular email id is matched Is this case possible using the search

     

    Thanks In Advance

    Lakshmanan

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  • Jessie Schutz

    Hi Lakshmanan! Welcome to the Community!

    Can you tell me more about what you'd be using this information for? I suspect that creating a View would be better, that's going to depend on why you need the information.

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  • Jon I.

    Is there any way to combine multiple date options within a search implying one OR another and not one AND another?

    For instance, I'd want to make a search of tickets created or solved yesterday whose form is "complain".

    The following search filter doesn't work as it does imply created yerterday AND solved yesterday:

    >form:'Complain' created:2017-10-18 solved:2017-10-18

    Thanks!

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