The Advanced Search app is a tool for building complex search queries against tickets in Zendesk Support by using a form. The results are displayed in table form or can be exported as a CSV file. The app is available in the Zendesk Marketplace.
This article contains the following topics:
- Installation
- Using the Advanced Search app
- Searching custom fields
- Exporting search results to CSV
- Release Notes
Installation
- Click Admin (
) in Zendesk Support, then select Apps > Marketplace. Enter "Advanced Search" in the search bar at the upper right of the page. - Double-click on the Advanced Search app icon, and click Install.
- In the Installation section, enter a name for the Advanced Search, enable group and role restrictions if required. These configuration options are also available after installation by navigating to Admin > Apps > Manage.
- On the app details page, click Install.
Using the Advanced Search app
Click on the Advanced Search icon on the left sidebar, and the full-page application opens in a tab:
You can search for all the fields displayed, including searching date fields using a "between" operator. Multiple search criteria can be used at the same time, and multiple criteria are joined using "AND." You can also choose which columns are displayed in the results.
Searching custom fields
In Advanced Search version 2.0, custom fields can only be searched by keywords. For example, to search for the word "Platinum" across all custom fields, enter "Platinum" in the search box.
To search for multiple values across all custom fields, enter a space between each keyword or phrase. This example searches for "Standard" in one custom field and "Diamond" in another custom field. This also returns results if both keywords are in the same custom field.
Exporting search results to a CSV
Once a search is done, you have the ability to click into any of the results. The results can also be exported in CSV format by clicking the Download CSV.
Release Notes:
Version 2.2.0 - 2020-05-28
- Improvements
- Added the ability to view and export up to 2,000 rows at a time
- Added query parameters to the top of the .CSV file when exporting results
- Bug Fixes
- In Safari browser data elements were sometimes appearing under the wrong column
14 Comments
This app is great, but has just stopped working for us.
Uninstalling and reinstalling has not fixed it. Is anyone else having similar issues, please?
The behaviour was that the first time we tried to use it today, we received a message saying access was denied.
After uninstalling and reinstalling, the access denied message no longer appears, but nothing at all loads apart from the advanced search logo icon..
I am also seeing it blank as well as a few of our users. I went into the settings and see they have different tier plans for it. It would be really crappy if Zendesk made us switch to version 2.0 because V1 of the API is going away and now charge us to use it...
I raised a ticket with Support and had this response:
Thank you for taking the time to raise this with us. You're absolutely right that this is a known issue, and our Developers are already looking into what might be causing this. I will go ahead and mark this ticket as an incident related to the original problem so that you will receive an update once the issue is resolved.
We apologize for any inconvenience this may cause you or your customers, and thank you for your patience.
The issue with Advanced Search loading a blank screen has been fixed so should be working now.
Regarding 'Exporting search results to a CSV', when will be the entire search results feature be available?
Hello,
Where the previous v1 framework version exported correctly, the csv output for this new application is unusable. Is there currently a known bug in this area? Possible mishandling of some character combinations?
I'm using these Search fields: Organization = 'Org 1', Sort By = 'Created At', Sort Order = 'Descending'
I've selected these display columns: ID, Subject, Assignee Name, Requester Name, Status, Priority, Created at, Updated at, Description, Tags
Thanks!
Hey John,
I'm not aware of a known bug with this integration. I'm going to bring this into a ticket so our Customer Advocacy team can look into this further. They'll most likely need to take a look at the CSV file you exported and see what's causing this issue.
You'll receive a followup email shortly stating your ticket has been created.
Cheers!
Hi Pratik,
We released an update this week that allows you to export up to 2,000 results at a time. We also fixed a couple of other issues. Posted some release notes at the bottom of the article above. Thanks!
Chris
Hi Team,
When I do a download of users to CSV, it's only exporting the first page and not up to 2000 records. Is something broken with the export on the app?
Best,
Amie
Hi Amie -
We've created a ticket for your issue and someone will be getting back to you soon.
Thanks for reaching out!
-Tiffany
I would appreciate to export more than 2'000 rows or are there any technical limitations to that?
When I select [channel] as column
no data appear in this specific column.
I would expect information about how the ticket was sent in (phone, api...) in this column.
Michael Rieder
Sorry we missed your message! The 2000 row export is an API limit, but we're working on an overhaul of the app that will allow some improved workarounds for that API limit.
We have a bug fix in place for the channel issue. We haven't rolled it out yet because we're waiting on the other improvements, including the workaround I just mentioned, and they'll all go out at once.
This app is working fine except that I can't see the organization name. In this colomn I get an ID number. Also in the export I get the ID instead of the organization name. Can this be solved?
Thx
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