Zendesk Support advanced search Follow

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14 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>.

  • Avatar
    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? :)

  • Avatar
    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.

  • Avatar
    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!

  • Avatar
    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!

  • Avatar
    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 Schutz

    Hey Jordan!

    This is something that you would do with a View.

  • Avatar
    Nicole Relyea

    @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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