Installing and using the Advanced Search app

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15 Comments

  • Zsa Trias
    Zendesk Customer Care

    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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  • Justin Hunt

    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).

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  • Tyler Rutledge

    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. 

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  • Brandon

    How do you export 2000 rows? When I export I can only export about 30 rows.

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  • Guido T.

    Hi Oscar Valecillos!

    It is not possible to use wildcards in the phone field.

    Thank you!

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  • Dave Dyson
    Hi Brandon,
     
    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?
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  • Karun
    Zendesk Customer Care

    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. 

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi David,
     
    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!
     
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  • David Zeplin (Zendesk Admin)

    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?

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  • Amie

    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. :)

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  • Tyler Rutledge

    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? 

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  • CJ Johnson

    I notice the app lacks a column for "Ticket Form", which seems odd. Any plans to include this future releases? 

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  • Dave Dyson

    Hi Ron -

    Can you add this to our Product Feedback thread for this app?

    Advanced Search app - official feature request thread

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  • Tim M

    Any plans on updating this app to todays zendesk features? 

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  • Oscar Valecillos

    Hello.

     

    Is there a way to search by wildcards? Like all users with a valid phone number, I tried using "*" in the phone field, but it didn't help.

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