Zendesk Support advanced search Follow

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37 comments

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    James Lee (Edited )

    Aimee, I'm trying your instructions.  I clicked on the search icon at the top-right of this page.  But no "Advanced Search" link appears when I press <Enter>.

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    Dan B.

    Hi Jim!

    The "Advanced Search" option will appear within the agent interface not in Help Center.

    Here it is in my account:

    Does that work for you? :)

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    James Lee

    Dan, I'm not an agent.  Where can I learn about search operators that end-users can use to search Knowledge Base and Community topics?  Thanks.

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    Dan B.

    Hey Jim,

    Your question makes sense now!

    The Help Center KB and Community search is a full-text search; there isn't a way to use search operators for searches here yet. Keywords or strings (encapsulated in quotes) can be used to search for content.

  • Avatar
    Aimee Spanier

    Jim - I'm working on an updated version of this article, and I'll keep your comments in mind. I'll try to clarify the who, what, and where of advanced searching so there's no (or less) room for confusion. Thanks!

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    Mauricio Oliveira

    Hi there,

    Is is possible to configure columns displayed in the results? I'd like to include Organization in it, it would be great for us, but I couldn't find where to configure it.

    Very nice feature though!

  • Avatar
    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. http://goo.gl/forms/IDuqGK20uu397YAb2

    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. 

    Thanks!

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    Alan Carrie

    Having Organization (and maybe other customisable columns) in search results would be hugely beneficial for us too!  

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    Sandro Alvares

    Why not available a filter sort organization name? i see only status, date(updated_at and created_at) and priority.

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    Jordan Palmer (Edited )

    Can searches be saved/shared, or is that something only done via views?

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    Ali Ayaz

    Hi,

    Do light agents have access to Advanced Search?

    Can someone please confirm this urgently?

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    Jessie - Community Manager

    Hey Jordan!

    This is something that you would do with a View.

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    Nicole - Community Manager

    @Ali light agents should be able to use Advanced Search without any problems - it's not something that is restricted by role.

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    Austin Villanueva

    Hi, 

    I just wanna ask if there is a way that I can pass a keyword string in the url for the new zendesk url? because in the previous version it is possible to pass a keyword because we are using it in our integration but now I can't find any way to do it. Also, in Zendesk Application Framework, routeTo function doesn't support 'search' as tabId. It only supports ticket, user, and organization. so we can't use a search in our app. I hope there is an alternative to make search work programmatically. I know this too technical here but I can't find any solutions. I hope you can help me about this. Thank you.

     

    Sincerely,

    Austin

  • Avatar
    Nadia Ivanova

    Hi there,

    What is the syntax to search for tickets having several tags at the same time? The article mentions the implicit OR operator when you use a data property keyword multiple times in a query, is it possible to use an AND?

    Many thanks,

    Nadia

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    Stephen Fusco

    Hello Nadia, 

    Great question! We have another article on advanced search that covers that topic as well as other advanced searches here: Zendesk Support search reference

    There is a subsection in that article that covers tag searches which i'll add a screenshot of here: 

    So to find tickets that include multiple tags just surround the tags you want to search for in quotes after the colon. So let's say you wanted to find all tickets that contained these 3 tags "lion", "tiger", and "bear" You would format your search as tags: "lion tiger bear" 

    Thanks again for the great question and I hope that helps! 

  • Avatar
    Nadia Ivanova

    Thank you, Stephen. It does answer my question and it does work.

    I see now why you don't allow spaces in the tag names :)

    Thanks again,

    Nadia

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    Maria Angelova

    Do you know if we can search for tickets based on a list with email addresses?

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    Nicole - Community Manager

    Hi Maria - 

    Can you clarify the "list" part of your question? You can enter an email address in the search bar and it will pull up tickets tied to that email. 

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    Maria Angelova

    Hi Nicole, 

    If we have a list of let's say 10 email addresses can we do a multiple search if there are tickets from some of these emails?

     

     

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    Jessie - Community Manager

    Hi Maria! Sorry for the delayed response!

    Based on my testing, it's not possible to search multiple email addresses at the same time. Can you tell me more about what you're trying to do here? There might be another way of getting what you need.

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    Maria Angelova

    Hi Jessie, 

     

    I would like to copy 10 email addresses from an CSV file, paste them in the Zendesk search, use the status filter and all tickets from these emails under the selected status to display.

     

    thanks,
    Maria

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    Austin Villanueva

    Hi Jessie and Nicole,

    I just wanted to ask if it is possible to pass the keyword search in the url? so that when agent opens the page the search bar is already prepolutated with the keyword search and agent can see all the result based on keyword search. 

    In the previous Zendesk agent search bar it is possible to do this and we are using it but old agent interface is now removed and we can't do the same thing. I hope it's still possible. 

    Thank you.

     

    Austin

     

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    Jessie - Community Manager

    Hi Maria! Sorry for the delayed response!

    Thanks for the additional info! The only way you're really going to be able to pull this information would be to get it using our API. You can find our documentation here. This is more advanced functionality, but we have Dev areas in the Community where you can get additional help!

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    Patrick Bosmans

    Hello Austin,

    Because of some of the changes we've made to the platform, we had to adjust how the search function works.  In order to accommodate some of the more complicated features, it meant that the "search=" url had to be removed.

    Currently, the only url search that can be done would be accomplished using our API, https://developer.zendesk.com/rest_api/docs/core/search.

    All the best,

    Patrick Bosmans | Tier 1 Customer Advocate

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    Austin Villanueva

    Hi Patrick,

    Thanks for the response. I understand that Zendesk made a lot of change but is there any way in the future that this feature will be available also

    Also the search api, I don't think I can use because it returns json object but thanks.

    I hope it will be possible for future changes to make this feature available again. Also, I think many people will find it useful also.

     

    Thanks,

    Austin

     

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    Patrick Bosmans

    Austin,

    Currently this feature is not on our roadmap for development.

    We do have a sidebar search app that might fit your workflow, https://www.zendesk.com/apps/support/sidebar-search/.

    I might also suggest posting in our Product Feedback Forum. The more eyes that see this type of request and upvote it, the more likely our Dev team will look to bring it into Production.

    https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

    All the best,

    Patrick | Tier 1 Customer Advocate

  • Avatar
    Chris Billman

    Any idea when the search functionality will be improved? 

     

    There was a search beta awhile back that was canceled.  Will those features in the beta search like a unified search results page that could be filtered by category ever actually be implemented?

    Or how about partial word searching?

    Or smart searching that corrects misspellings?

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    Nicole - Community Manager

    Hi Chris - 

    We have two new engineers working on search functionality. Just today I provided them a list of all of the Community and Knowledge Base conversations on functionality. 

    We don't have any specifics yet on what they will be building or when things will be rolled out, but they will hopefully start to be outlining those things in the next development sprint or two. 

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