Zendesk Support search reference

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233 Comments

  • 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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  • Nicholas McMurray
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    @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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  • Sandro Alvares
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    @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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  • Nadia De Vriendt
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    Is there a way to have your search results sorted from most recently updated to oldest update by default? Or do you always need to use "order_by:updated_at sort:desc" with your search in order to do so? 

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  • Peter Hochstrasser
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    Hi @Bryan

    I'm using the official ZEndesk client - search input into the browser's search entry line started by clicking the magnifying glass.

    Yours truly

    Peter

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

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  • Vladyslav
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    Hello, can I search by custom_role ?

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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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  • Nicholas McMurray
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    Does anyone know if the Search API has changed recently? My querystring that I've been using for months now is starting to return all tickets in the system instead of what I'm searching for. The query is for type:ticket "some exact text"

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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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  • Tim Li
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    Is there any way to use regular expression (regex) to search in tickets' description? 

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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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  • 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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  • 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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  • Jonathan March
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    This article is missing the useful `requester_updated` keyword

    EDIT: AFAICT the keyword works (just tried it on a hunch, because after all it *is* available as a view column), but is not documented.

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  • Madhav Attili
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    Hi All,

     

    I have recently started developing and using apps in Zendesk

    So in my app i'm trying to get the require info using rest API SEARCH and when I log the data that I retrieve i'm seeing nothing in the console log o/p. could you please help on this ? refer below for screenshot

    On the left you can see the app that I coded from the dev docs given and on the right you see the log o/p which is empty

    Also below is the JS I'm using

     

    var conf = {
          url: '/api/v2/search.json?query=type%3Aticket+status%3Aopen'+'.json',
          type:'GET',
          datatype: 'json'
        };

        client.request(conf).then(

          function(data) {
            console.log(data);
            //dataDisplay(data);

          },
          function(err) {
            console.error(err);
            //errorDisplay(err);
          });

     

     

     

     

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  • Jon I.
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    Adam Browning I'd suggest Zendesk to enhance the search feature

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  • Shane Mitchell
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    I am using the Support API (PHP SDK) to grab tickets by organization and created time (monthly tickets for an organization) and am having trouble getting ticket metrics side-loaded from the search endpoint.

    I can't find anything documented about it other than using '?include=metric_sets' should include this side-loaded data, but it seems like this may only be on the tickets endpoint.

    Is it supported to side-load ticket metrics on a search endpoint or do I have to make additional calls to the API? Either to ticket_metrics endpoint for each ticket, or to the tickets endpoint with a side-load to get information just so it has the resolution_time that I need?

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  • Jessie Schutz
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    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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  • Charles Wood
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    Also note that you can do OR on the same field multiple times.

    For instance, I have a search that does:

    organization:fedex organization:ups

    This finds tickets from either one of those organizations.

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  • Andrew Dietrich
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    Hi Brian,

    The OR operator will work if you run one search with two different values for the same field, e.g.:

    description:"pink elephant" description:"red otter"


    Otherwise, as you already mentioned, there is an implicit OR in a single search string, as it searches across all field types.

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  • Manish Kumar
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    Hello Anton de Young,

    I am trying to search tickets using group name as per the ticket search parameters described in this article. However, I am getting wrong results if I try to use group name as search query parameter. I am able to get correct result if I use group id instead. As per the current article we need to pass group name which is not working correctly. Please check if the article is updated as per API.

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  • Bryan - Community Manager
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    I see now -- yes, that is as expected. It's looking at all comments and not tying the updated time to the commented (or even last comment) time -- just looking at them as separate items. Do you have a professional or enterprise plan? Sometimes these tougher corners of information gathering are better handled by product reporting.

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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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  • James Downs
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    Is there any way to do a search OR a view to display multiple tickets by the ID number?  I want a quick way to have a list/view of tickets and the common theme is I know the list of ticket IDs.  I've tried various ways of delimiting the IDs in the search field to no avail. Trying to build a View there is no option to use IDs as a condition.

    I've tried some of the following:

    123,124,124

    123 or 124 or 125

    123;124;125

    id:123 or id:124

    among dozens of others.  I feel like I am missing something trivial

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  • Jon I.
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    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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  • 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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  • Charles Wood
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    I have a feeling I've suggested this already, but it would be great if we could search by the "received_at" of a ticket.

    Thanks!

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