Zendesk Support advanced search

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55 Comments

  • Mindaugas Verkys
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    i is it possible research regarding Satisfaction reason and/or csat comment? 

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  • David M Cardoso
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    Hello Mindaugas Verkys, 

    Yes, it's possible indeed. Check out the following link:

    https://support.zendesk.com/hc/en-us/articles/203663226#topic_nms_sgd_jf

    Cheers, 

    Cardoso, David M

     

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  • Mindaugas Verkys
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    Great, thank you,

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  • Josh Crook
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    Is there any way to search by assigned date?

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  • Delores Cooper
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    Hey Josh!

    Unfortunately, you can't search by assigned date using the Advanced Search app. A possible workaround though could be using Insights (available on Professional and Enterprise plans)! You can run a report and then filter down to the date that you want to look at. You can find a list of possible Ticket Assigned Date attributes here: https://support.zendesk.com/hc/en-us/articles/203662406-Insights-object-reference-Professional-and-Enterprise-

    Thanks!

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  • Ramaraj
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    How can we do AND between two fields?

    I need to build a tickets dashboard similar to (Zendesk GUI) 

    "New or Open tickets that are assigned to you, unassigned in your groups(s), or not assigned to any group"

    Can anyone help me to get this done?

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  • Justin Smith
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    Hey there Ramaraj!

    Through the Insights reporting platform you can build reports based on your ticketing data. With that in mind if you make a report to see # Tickets Created and then splice that by Ticket Assignee is yourself, or Ticket Assignee is (blank) you can build out a report to track data similarly to how our Zendesk GUI operates. Ticket Assignee can also be replaced by Ticket Group if you're wanting to track that instead.

    It's worth noting that the reporting interface is meant to report on historical data to track trends and changes in your overall account behavior. Even if you're on the Enterprise plan level, the data only updates once per hour, so you're never going to get more up-to-date information than what you will see in the account views directly.

    Now we on the support team are not able to assist directly in building out reports, but we do have a lot of information hosted online that goes over how to build out reports. If you're not able to build them out on your own and would like our direct assistance, we do have a services team that can be contracted to build out reports for you.

    I hope that helps!

    From your friendly Zendesk customer support Hero - The Fastest Way to Great Customer Support

    Justin Smith | Tier 1 Senior Customer Advocate | support@zendesk.com
    Zendesk | +1 (888) 670-4887

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  • David Williams
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    Hello,

     

    I've very recently installed Advanced Search and I have a question regarding the Group field please?

    I wanted to generate a report for all the tickets assigned to a particular group however when I entered the name it produced no results. When I tried a similar but different group name it worked fine. The only difference between the two names was that the one that produced no results contained an apostrophe.i.e. an  ' . It would appear that this breaks the reporting function? I also tried using the group code rather than the name and this doesn't work at all. By the way is there anyway of obtaining a list somewhere that correlates all the group names and codes please?

    Many thanks.

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  • Benjamin Koehler
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    Hi David, Great question! You should be able to search this group by just removing the apostrophe. In my test account, I created a group called Ben's Buds. I was able to search the group's tickets, within the advanced search app, when I used: Bens Buds.

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

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  • Jomar Edano
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    Hi Nicole,

    I'm working with our Help Center and I'm using search by label-https://developer.zendesk.com/rest_api/docs/help_center/search#filtering-by-labels but like you said in the article it is not case sensitive.

    Do you know a way to make my query case sensitive?

    Thanks a lot.

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  • Artem Ponomarenko
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    Hi All!

    We are going to use Tickets API to sort out our product errands. My task is to organize filtering of tickets by our product itemID and ownerID and etc. From first view solution is obvious, just use tags like item:itemID and owner:ownerID. But problem that we have millions of items and having millions of tags is not reasonable and might impact search API. 

    So I need advice what is better to use in our case, custom fields or maybe it is better to add system info as comment to a ticket? 

    Thanks in advance!

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  • matthewl
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    Hi All,

    How can I do a search based on "Solved By"?

    I need a way to churn the number of tickets solved by specific agents.

    Thanks 

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  • Jessie Schutz
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    Hi Matthew!

    You should be able to do this by using the status:solved and assignee: operators!

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  • matthewl
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    Hi Jessie,

    I am having a tough time trying to figure how to search for tickets created for a specific Group. I have tried the recommended search strings but it's not working as intended.

    Able to adv on this? The Group name which I am searching for is "SG Email Team"

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  • Jessie Schutz
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    Hey Matthew!

    Can you type out the exact search string you're using? Without knowing exactly what you're searching it's hard for me to identify where the problem is.

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  • matthewl
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    Hi Jessie,

    The search strings which I have used are:

    • group:SG Email Team created>"2018-12-01" created<"2018-12-08"
    • group:"SG Email Team" created>"2018-12-01" created<"2018-12-08"

    Both strings are not churning expected results, one has too much noise and one way too little.

    (A little background) On a daily basis, about 80 - 100 tickets are triggered via email to this Group called SG Email Team.

    For your advice, Thank you.

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  • Jessie Schutz
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    Hey Matthew,

    Have you tried leaving the quotes out of the date terms? According to the Zendesk Support search reference quotes aren't necessary for dates.

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  • matthewl
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    Hi Jessie,

    I have tried, but it's just not working. I just can't figure it out.

    Would you be able to provide me the correct search string to use as I need to know how many tickets were created under specific groups?

    e.g. "SG Email Team"

    Thanks

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  • Chris Fellows
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    Hi All,

    Version 2.0 of the Advanced Search app has recently been published on the Marketplace:

    https://www.zendesk.com/apps/support/advanced-search/

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  • Azhar
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    Version 2.0 was released recently.

    Should allow to download entire full list of search results, instead of per page. Understand that it may take a long time, but this can be handled in design. Very cumbersome if we need to download 100 per page.

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  • Judd Higgins
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    I am disappointed to see that the Advanced Search is a paid app.  I would hope by now this type of feature would be baked in to the default Zendesk Support experience so we could easily search through our data.  Please consider making this part of the default use experience in Zendesk Support.

    https://www.zendesk.com/apps/support/advanced-search/

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  • Chris Fellows
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    Hi Judd,

    There is actually still a free plan published.  There is an issue on the marketplace thats causing it not to show up currently.  If you click through one of the plans that is there you will be taken to the Zendesk instance (Admin-->Apps-->Manage), and in there you will see the 3 plans including the free one.  This issue will be fixed shortly, but if you do select the free plan there you won't be charged.

    Chris

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  • Liqiong Bu
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    Is this possible to search tickets that not belong to two different groups

    I tried like -group:"Group A -group:Group B" and seems not working correctly

     

    Thanks

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  • Devan - Community Manager
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    Hello Liqiong Bu,

    I would recommend trying the following and seeing if this works for you. 

    -group:"group a" -group:"group b"

    Let me know if this solves your issues and if not, come back, and we'll troubleshoot this further for you.

    Best regards.

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  • Devan - Community Manager
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    Hell

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