Searching works pretty much the way that you would expect: you enter search terms and you get results that contain those words. A simple word search for something like 'camera' returns any results from your entire Zendesk (ticket properties, user properties, comments, tags, forum topics, and so on). You can also use filters and keywords to refine your search.
Administrators can search your entire Zendesk and agents can search the tickets and users that they have been given permission to see. For example, if as an agent you are limited to only seeing tickets in the groups that you belong to, you will only be able to see those tickets in your search results. End-users can search the knowledge base, their own tickets, and their organization's tickets (if they belong to a shared organization).
Simple text searches
You can search your Zendesk by using the search tool. You'll get results that contain those words you enter in the search.
- Click the Search icon () in the sidebar, then enter your query in the search box.
As you enter the word or words in your search, results are displayed immediately.Zendesk Classic: The search field is in the upper-right of the top toolbar.
Identifying items in search results
Search results contain colors or icons to indicate each type of search result that is returned.
Ticket results are preceded with a colored icon indicating it's current status. Here are the corresponding ticket statuses and colors:
Other search results types are preceded with the following icons:
|User profile. The user's photo appears instead of the icon, if it's available. Administrators and agents have a green circle in the bottom-right corner of their photo or icon; end-user's do not.|
|Idea or feature request|
Using search filters
In addition to the full text search, you can narrow your search results using search filters. You can filter on the primary data objects: tickets, users, organizations, and topics. You can also limit your results to the past day, week, month or year.
- Click the Search icon () in the sidebar, then click any of the options on the left.
You can select a filter before or after you enter your search query.
Using search keywords
As described in the Zendesk search reference in the Zendesk Administrator Guide, you can create more complex search statements using search operators and keywords.
You can restrict your searches to just ticket, user, topic, group, and organization data. To do this, you use the data object properties as keywords in a search. For example, the following search returns all pending tickets.
Zendesk also supports common search operators that you use when searching the Internet such as: (equals), > (greater than), < (less than), and "" (phrase search).
Searching for user, organization, and group data returns user profiles and group and organization summary pages that display each entity's activity, including tickets.