The Sidebar Search app helps agents solve tickets more efficiently by letting them search your Zendesk without leaving the ticket page. While working on a ticket, an agent can use the app to search for articles, tickets, comments, users, or organizations in your Zendesk.

In the following example, the agent received a support request about returning a pair of shoes and searched for tickets with the terms "return" and "order".

To install the Sidebar Search app

  1. In Admin Center, click the Apps and integrations icon () in the sidebar, then select Apps > Zendesk Support apps.
  2. Click Marketplace, and find the Sidebar Search app, then click the title.
  3. On the app details page, click the Install App button on the upper-right side of the page.
  4. Configure the following items:
    • Title: Required. Enter a title or accept the default title.
    • Custom Field IDs: Optional. If you want the app to suggest the value of custom ticket fields, specify their IDs separated by commas.
    • Show Keywords from Subject as Search Suggestion: Optional. Select this option if you want the app to suggest keywords based on the ticket's subject.

  5. Click Install.

Once installed, refresh your browser page for the changes to take effect.

To use the Sidebar Search app

  1. Display the Sidebar Search app on the ticket page by clicking the Apps button on the upper-right side of the page.

  2. Use the Search for: drop-down menu to define a basic search and press enter.

    Optionally, click Advanced to define a filter based on ticket status, dates the ticket was created or updated, or ticket assignee.

  3. Click a search result to open the page in a separate browser tab.
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