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
- In Admin Center, click the Apps and integrations icon (
) in the sidebar, then select Apps > Zendesk Support apps. - Click Marketplace at the top of the page and then enter "Advanced Search" in the Marketplace search bar.
- 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.
Turning on group and organization names
By default searching tickets will return the group_id and org_id rather than the names. If you want to enable the display of the names then these 2 settings have to be enabled.
Note: If your account has a large amount of groups or orgs, you will want to wait for about 20 seconds after opening, before performing a search.
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 2.5.0 - 2021-07-29
- Improvements
- Made all of the Basic and Plus plan features available to the Free plan.
Version 2.3.3 - 2021-03-10
- Improvements
- Added an "is" and "not" search criteria for the tags field
- Ability to export up to 2,000 rows of users and orgs
- Default value of sort by is now created_at
- Added 2 settings to enable the Group and Org names to be displayed rather than the id's
- Bug Fixes
- Fixed an issue with overlapping column header values
- Fixed an issue where 'Collaborators' field was not correctly shown in download file
- Fixed an issue where custom field names that include characters gave empty results (i.e. #)
- Fixed an issue where a null organization_id was causing the searching to fail and App to not load properly
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
13 Comments
Hi Ron -
Can you add this to our Product Feedback thread for this app?
Advanced Search app - official feature request thread
We have just updated our app and Now you are able to see Organization or Group Names in search/download instead of the IDs only.
How do you export 2000 rows? When I export I can only export about 30 rows.
It may be that you're still running the older version of this app – you can verify which version you're running, and update the app if necessary, by going to Admin Center > Apps and Integrations > Zendesk Support Apps > Advanced Search. The current version is 2.5.0. Can you give that a try?
Any plans on updating this app to todays zendesk features?
I notice the app lacks a column for "Ticket Form", which seems odd. Any plans to include this future releases?
Do we have set up a permission to specific individual or groups for this app? Will that impact to all users if there is no permission control?
If you set up Role restrictions, Group restrictions, or both, that will allow you to control which agents in the groups or roles you list can access the app. However, these settings are optional, depending on your use case.
For reference, please see this article: Restricting app access
I hope that helps!
I have a staff member who is getting the below error when exporting CSV from advanced search. She's been able to export using advanced search for months. We haven't changed the app and her role hasn't changed. I don't see anything about this on the app or the app listings. When I as the admin attempt the export with the same settings, I can export just fine. We also don't have role or group restrictions turned on.
Any ideas?
hey Tyler Rutledge
Could you check/ or have an admin check if you're not an admin - that no role permissions have been added inside the app itself? Maybe another admin has done something without anyone else's knowledge?
Secondly, have you recently changed from Professional Plan to Enterprise Plan at all? If yes, custom roles come into play on the enterprise plan and perhaps there's a permission inside the custom role which is now preventing this for your agent.
Let us know how you go. :)
Thank you for the reply, Amie (successcx).
We do not have roles enabled on this app and we have been enterprise plan for a while with no recent changes. We actually have 2 instances of Zendesk, both with this app installed and this app started having the same problem on both instances at the same time.
We just started having this issue as well. There are no restrictions on the app permissions and no changes have been made to any of the roles (though I don't see a permission in custom roles that looks like it would impact being able to use this).
Hello Tyler, Justin,
This behavior in the Advanced Search app seems to be related to this announcement: Temporary disablement of the Export Search Results API endpoint for some agents
The workaround suggested in the announcement is to have an admin do the export in the meantime. A fix will be in place within the next following weeks.
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