Zendesk Support search reference

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  • Wisam.

    But in the view I can't sort with a specific tags or words...

  • Jessie Schutz
    Zendesk team member

    Hey Wisam!

    I'm sorry, I think I'm confused about what you're trying to do here. So are you searching for tags or keywords and then needing to sort the results by ticket subject?

  • Dominic Feira

    Please just file a ticket that we would like to be able to sort by any column on any report or search results. The fact that it can't already do this is kind of silly, considering that the underlying database can clearly return sorted results.

  • Andrey Nikolaev

    How can we search for the exact custom ticket field (text)?

    If we use option fieldvalue:44 it returns search by all custom fields

  • Chris Tout

    Is it possible to query on whether side conversation messages are present in tickets?

    Something like 


  • Molly
    Zendesk Customer Success

    Hey Andrey!

    I'm going to open up a ticket for you to discuss this behavior further - stay tuned for that update!

    Chris - currently there isn't an option to search for tickets created with side conversations. However, we do recommend adding a tag to your tickets with side conversations for tracking purposes.

  • Charles Wood

    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.


  • Ultimate Home Services

    The help section above, under operators, states "In a search including data properties, use double quotes to perform an inclusive AND search, returning results that include all properties in the search."

    "inclusive AND" is not a logical principle in Boolean logic.  The options are "inclusive OR", "exclusive OR" and "logical AND".   As far as I can tell through testing, searching the API with multiple quoted strings is an "inclusive OR".

    Can you clarify if it is fact an inclusive OR under all circumstances?

  • Paul

    I believe that the search guidelines for organization are incorrect here.   you have to change the search from



    to name:yourorganizationname


    as the top search does not work in my search or the integration with zapier. 

  • Ian Goldberg

    Hey there, is there a way for me to search for specific MAQL strings such as: 

    SELECT COUNT (Ticket Id, Ticket Text Field Change) WHERE Text Field= Group AND [Text Field] New Value = [Group] Basic AND (SELECT #Ticket Creation EventBY Ticket Id)=1
    where #Ticket Creation Event =
    SELECT COUNT (Ticket Id, Ticket Text Field Change) WHERE[Text Field] Previous Value = (empty value) AND Text Field = Status AND Ticket Status<>Deleted
    Trying to use a reporting tool and can't seem to search for tickets which were at one point in time touched by a group. Feedback is much appreciated...
  • Kenshoo Inc.

    Is there an option to search by next SLA breach? This would be super useful in the API.

    Something like:

    group:K24x7 assignee:none sla_next_breach_at<2019-04-01 12:00:00


    I know I can execute a view via the API and get that (sort of), but I'll need to do much more work to filter out the results that don't match my filter... All I really need is a COUNT of tickets that match some SLA breach time filter.


  • Tim Li

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

  • Bryan - Community Manager
    Zendesk Developer Support

    Hi Tim. You're not missing anything -- requests for regular expression search in this area and others have come up before. It isn't in the product at this time. I'll pass this along to our product management group.

  • Elliott Balsley

    How can I search other user fields such as active, created_at, or time_zone ?

  • Brett Bowser
    Zendesk Community Team

    Hey Elliot,

    You should be able to search the time the user was created by using the created keyword. More information can be found in the documentation above. I've also attached our Zendesk Support advanced search article which I believe you'll find useful as well.

    As for the timezone and whether the users are active or not, you'll most likely need to use the Support API to pull this information.

    Hope this helps!

  • Syndi Martin

    Can someone tell me how to search for archived tickets so i don't have to read 165 comments to see if this is possibly addressed? I need to see all archived tickets



    Is there a way to search multiple tickets  in zendesk support ?

  • Brett Bowser
    Zendesk Community Team

    @Syndi I replied to your post here: Searching Tickets. Hope this helps!

    @Jerry how exactly are you searching for these tickets? Are you searching by ID or ticket fields? Let me know!

  • Shane Mitchell

    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?

  • Scott Kelly

    Can I search by "number of comments/replies" ?

  • Brett Bowser
    Zendesk Community Team

    @Shane this isn't possible in Search so you'll most likely want to use Incremental Exports instead. I also recommend taking a look at the upcoming changes to the Search API here: New Search API Result Limits

    @Scott you can't search by the number of comments/replies at this time.


  • Nadia De Vriendt

    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? 

  • Brett Bowser
    Zendesk Community Team

    Hey Nadia,

    There's no way to change the default search at this time. If you want to sort the results you'll need to use "order_by:updated_at sort:desc" with your search.

    Let me know if you have any other questions :)

  • Shawn Liner

    So, I'm trying to filter by "updater". 

    I have found the field updater i can add to a view. This is useful because i can sort by updater to more easily see tickets that were updated by "end user" and know that we have an update we should pay attention too. Is it possible to search something like updater:"end user"?

    I have tried that and it didn't work. 

  • Brett Bowser
    Zendesk Community Team

    Hey Matthew,

    I double-checked with our Advocacy team and it looks like this isn't possible using Search. That being said, you could use the API which will provide the submitter ID and you can then parse that data.

    Hope this points you in the right direction!

  • Liqiong Bu

    Is this possible to search tickets that not belong to two different groups

    I tried like -group:"Group A -group:Group B" and seems not working correctly

  • Bryan - Community Manager
    Zendesk Developer Support

    Hi Liqiong. If that's exactly what you're trying, you'll want to change where the quotes are. Something like this should work:

    type:ticket -group:"Group A" -group:"Group B"

    This will give you all tickets that are not assigned to Group A or Group B.

  • Liqiong Bu

    Can I know how do I search tickets that has voice comment?


  • Bryan - Community Manager
    Zendesk Developer Support

    Hi Hi Liqiong. You can use: type:ticket via:phone

    Check out Zendesk Support search reference above for more details on this and other "via" values:

    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)
    closed_ticket (from a followup ticket)
    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)
    mobile_sdk (tickets created using the Zendesk mobile SDK)
    "any_channel" (from the channel framework)



  • Liqiong Bu

    Does via:phone searches the ticket that "HAS" a voice comment? Or ticket created from a phone? 

    What if I want to search all tickets that has a media?

    I want to redact all media from tickets so have to locate ones with either: attachment, inline image or voice comment

    It seems that I can use has_attachment:true to locate attachment and inline image, how to do OR between has_attachment:true and via:phone?



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