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  • Erin Boyle

    Hi all,

    I'm about to launch a very small beta for agents who are searching for articles in the agent interface. This beta will not change the search experience for anyone in Help Center, but rather is a precursor to that step. You will not see any interface changes during this beta, as the change only impacts the results themselves. You will also not be able to search for community posts within the agent interface quite yet.

    If you're interested, please sign up here:

    You'll be able to choose whether you'd like this rolled out to your entire account, or, if you'd prefer, you can turn it on for individual agents.


  • Liang Dai

    Hi All,

    We are interested in learning how you, Zendesk customers, use the Zendesk search in your work to help us continue enhancing and improving this feature.

    If you and your team are interested in sharing how search supports your work and are available for talking to us, please sign up using the form here.

    We will follow up from there if we find a match to our study. Due to limited resource available, we may not be able to cover all customers. 


  • Jérôme S

    I don't understand zendesk search. I have for example a ticket with an order number in the subject. When I search for this number, the ticket doesn't come up !

    It doesn't work either if I put that number in the description, or in tags, or in a custom field...

    Please help. Also I'm an admin, so it isn't a problem of tickets i'm not allowed to see.

  • Austin Villanueva

    Hi everyone, 

    I just wanna ask if there is a way that I can use this search with Zendesk Application Framework v2? like for example, I will pass a string for my app and then this zendesk search will do its job to populate the list. Also, I tried to use the routeTo function of api, but it only support user, organization and ticket. I thought search is available because it also possible to add a tab for the search but unfortunately not.

    It will be really a great help in our team if this feature is available. If you know any alternatives please let me know. Thank you.

    I hope you can help me with this.




  • Jessie Schutz

    Hey Austin! I'm checking with out Developer Relations folks to see if we can find an answer for you. Sit tight!

  • Joseph May

    Hi there Austin-

    Thanks for writing in. I think this is best served over in our Zendesk Apps Developer Community - may I ask you to please cross-post? You have posed some great questions here, and I would also ask if you could please expand on what it is you are trying to achieve overall, what your use-case is.

    You have a couple options in regards to search - client.request() to achieve locally, or your own application hosted elsewhere. Depending on the nature of the data you would be retrieving would determine the design choice here giving consideration to performance. Please join us over in the Developer Community I linked above and engage with our other members who may have other methods and advice to provide.


  • Megan Yahya

    Is there a way to see the Organization as a column in the Tickets tab?  

  • Jessie Schutz

    Welcome to the Community, Megan! Sorry for the delayed response.

    There isn't a way to customize the columns in the search results, but you can customize them in Views. Can you tell me more about what you're trying to do with your searches? It might be that using Views would get the job done better.


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