Zendesk Support search reference

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218 Comments

  • Peter Hochstrasser
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    Hi Chris Drumgoole

    Would be a multi-step query:

    • first get the requester IDs where the custom requester field has the required value,
    • then get the tickets opened by these requesters.

    I'd guess, API only.

     

    HTH

    P.

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  • Chris Drumgoole
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    Hi Peter Hochstrasser,


    Thanks for the reply. I was afraid of that! ;-)

     

    Chris

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  • Tyler Lamparter
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    Is It possible to search search on a field when it is not null/empty? You reference that you can search on "none", but I need "not none".

     

    Thanks,

    Tyler

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  • Ben Van Iten
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    Hi Tyler,

    It is possible to do a custom search for "Fieldvalue:" and then a specific value. However there isn't a way, across all field types, to search for tickets that have a value.

    If you are on the Professional plan for Zendesk Explore you are able to build queries that show tickets with a certain field populated however: https://support.zendesk.com/hc/en-us/articles/360022182014-Reporting-with-custom-fields

    If that doesn't work for you, could you share a bit more about your use case? In other words, what kinds of fields are you looking to search for in this context? I'd be glad to look into any and all options for you.

    Thanks!

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  • Tyler Lamparter
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    Hi Ben,

    So we have flows that sync users between Zendesk and NetSuite and if I wanted to mass export user data from Zendesk to NetSuite, then I would just have to pull all users. However, not all Zendesk users will have a NetSuite Internal ID on their record so they would be pointless to export in an update only flow. It would save on resources to find only Zendesk users that have a NetSuite Internal ID. Hence the need for a not empty filter option.

    Thanks,

    Tyler

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  • Serhii Dolhopolov
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    Hi,

    Is there a way to search Organization that do not have external_id. For instance, we should find organizations available for binding with the external system.

    I suppose the search request should be like this:
    type:organization external_id:none

    But according to organization property keyword, there is not 'external_id' keyword in the list https://support.zendesk.com/hc/en-us/articles/203663226#topic_gok_ffv_uc

    Could you please give me a piece of advice or some solution on how to make it?

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  • Peter Hochstrasser
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    Hi there!

    I'm trying to find all tickets which have a given ticket customfield filled with a value, i.e. where this field is not empty.

    Any way to do that with a search?

    From the syntax given in the article, it seems that only user and organization customfields can be searched by name which seems to be confirmed by what I get when trying to use the ticket customfield name.

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  • Bryan - Community Manager
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    Hey there Peter Hochstrasser. Custom ticket fields have just the 'fieldvalue' keyword for searches (mentioned about mid-article above). This searches across all custom fields, however, and can't be targeted to just one field. The feature request to have more specific custom ticket field searches has come up a number of times and is known to the product team. No announcement on any changes though.

    In the meantime, Ben's post from above mentions using Explore as a possible workaround for more targeted custom field reporting.

    Another possible workaround (admittedly not always feasible depending on solution) is to use a custom drop-down field type, which applies a tag to the ticket. A tag, even when added via a custom ticket field, is still a regular tag, which can be specifically searched on.

    Hope this at least sets current expectations and provides some possible workarounds.

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