Zendesk Support search reference

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169 Comments

  • Christopher Hanson
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    Hi Jon,

    Search will only allow for an OR function, if you use the same data property keyword multiple times in a query. Unfortunately in your example you are trying to use two different data property keywords, "Created" and "Solved", so the OR function will not work in this use case. However if you are trying to search for tickets that have activity on a specific date for a specific Search operator such as "Form", I would recommend using the data property keyword "Updated". For more information on the OR function and Search, see Zendesk Support advanced search.

     

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  • Jorge Harnecker
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    How can I do a search for users that have the field verified = false?
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  • Berner
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    I need to retrieve the number of tickets with a specific brand for all my views. Can I do this using the Search api? If so, how? If I can't do it with the Search API can i do it another way?

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  • Amy Spagnolo
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    Hey Berner, 

    You have multiple options to get the number of tickets by brand, depending on your current set-up:

    1. Export the tickets by Brand ID via API following our developers documentation, you can also filter out your results with other properties listed in the table.

    2. If you have some Views you just want to export, you can get them in CSV. Here is how to export a view into a CSV file.

    3. You report on the number of tickets by brand in Insights, which provides 'Ticket brand' as attribute you can use to slice your data by brand.

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  • Diogo Maciel
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    Hi Jorge!

    Using the native Advanced Search functionality of Zendesk, unfortunately, searching custom fields is not currently possible.

    However, there is an app available that will allow searching custom fields using an Advanced Search interface and may work for your use case. The Advanced Search (https://support.zendesk.com/hc/en-us/community/posts/202467533-Advanced-Search) community discussion has more information. The app can be found at https://github.com/zendesklabs/advanced_search/tree/batching-test.

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  • paperchrisrey
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    Is there a way to search for tickets by recipient?

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  • Jessie Schutz
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    Welcome to the Community, paperchrisrey!

    I'm not sure what you mean by "recipient". Do you mean the support address the customer used? Or are you thinking of something else?

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  • John Doe
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    Hi, 

    The : operator can be used when searching for something that equals a value.

    What is the operator for NOT EQUAL ?

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  • Graeme Carmichael
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    Stefan

    See the following extract from the notes:

    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 
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  • Charles Wood
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    Any way to search for tickets that came in by Ticket Sharing?

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  • Jessie Schutz
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    Hi Charles!

    You should be able to use the via operator to do this. Just enter via:ticket_sharing and those tickets should come up!

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  • Mindaugas Verkys
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    Any way to block some search options from agents? 

    What is the point of "play-mode" when agents can in easy way cherry pick unassigned tickets from search bar?

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  • Jessie Schutz
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    Hi Mindaugas!

    It's not possible to restrict how agents are able to use the search bar...have you found that some of your agents have been doing this?

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  • Mindaugas Verkys
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    Hi Jessie,

    Yes, instead of going to play-mode views they just using search to select "easy solves"

    Of course there are also other ways to skip tickets... but still as much this advanced search is useful, for bigger companies it can create untraceable security issues. 

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  • Jessie Schutz
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    Hey Mindaugas,

    Unfortunately I think this is a training situation. There isn't any functionality that will prevent your agents doing this, I'm afraid. :(

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  • Ed Bondurant
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    Is there a way to search by First Response Time or even better, to list tickets in a date range by FRT?

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  • Jessie Schutz
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    Hi Ed! Welcome to the Community!

    FRT isn't a searchable property in tickets. If you're on Professional or Enterprise, though, you'd be able to get that information with Insights reporting.

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  • Jiri Fait
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    Hi, is there a way how to search for a ticket by a particular support email address? 

    For example "received at:sales@jetbrains.com"

    Thanks

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  • Nicole - Community Manager
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    Hey Jiri - 

    Can you tell me more about why you're looking for this and how frequently? Setting up a view or a report may better serve your purposes, depending on what you're trying to accomplish. 

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  • Jiri Fait
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    Hi Nicole, I am aware about the option of setting up a view. We have a high number of support addresses for each of our brands and sometimes I need to quickly search which requests were received at a particular address without having to setup a view. So the search command "received at:address@address.com" would be very helpful.

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  • Nicole - Community Manager
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    Hey Jiri - 

    Okay, I did some checking and there is not a received at: search operator. However, you could accomplish this by setting up triggers to add unique tags for each of your support email addresses, and then just search for the tag. 

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  • Charles Wood
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    Thanks Jessie! That option for via isn't mentioned in the docs.

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  • Jessie Schutz
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    Hey Charles! 

    In the Zendesk Support search reference it's in there, but we don't specifically call it out in the article. It's buried down in the Ticket Property Keywords section. There are a lot of search modifiers in there so it's easy to miss one!

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  • Andrew Moskowitz
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    Is there a way to search by only what our users have said? For example, I want to find all results that have a specific tag on the ticket and also a certain string from the user, but I don't want results if that string was only mentioned by our agents.

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  • Jessie Schutz
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    Hey Andrew!

    There is a "commenter" search operator, but it requires that you search for a specific person, not any person in a given role, so I think that's not going to do what you want.

    Can you tell me more about why you want to do these searches? We might be able to come up with something else to get you where you want to go.

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  • Andrew Moskowitz
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    Thanks for the reply, Jessie.

    Basically, we have a tag for hacked account and we're trying to find anytime '2fa' was also mentioned. Since our agents will suggest adding 2fa a lot, I don't want to include search results where our agent mentioned it, only ones where the user mentioned 2fa and the ticket was also tagged as a hacked account.

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  • Kirthi Priya Debbadi
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    Can someone tell me what the curl command is for listing the tickets which are in open status. 

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  • Jessie Schutz
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    Hey Andrew!

    I would think that you'd be able to use tag:hackertag description:2fa to find those tickets. The combination of the keyword and the tag should minimize the false positives that show up in the results. Have you given that a shot yet?

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  • Joseph Farah
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    Hi,

    I'm currently in the process of cleaning up our current zendesk end users.

    We have about 30k users in the system at the moment, 11k of those don't have emails (fake emails). 

    In order to try cut these down, without losing tickets, i'm looking for a search queries that will result in all users that do not have any tickets under their name.

    Any help would be great :)

     

    Thanks,

    Joseph

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  • Joseph May
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    Hi folks-

    Thanks for writing in. Now, @Kirthi- the answer to your would depend on the volume of tickets you expect back. If it is reasonable (I'd say under 1000), you could create a view for all tickets in open status. If more than 1K I suggest filtering it down some more if possible. You can also use search, with type:ticket status:open as your params. For the best ongoing call to surface these I recommend the Incremental Ticket Event Export, with a sideload of child_events. This data would need to be parsed for the status under child_events. All of those links contain cURL commands.

    @Joseph- There is no way I can think of to achieve this natively without a lot of overhead. If you have the IDs of these 'fake' users, the best option is to List Tickets and parse through the result set.

    Someone may have a better idea, and I will cede to the Community should this be the case.

     

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