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Installing and using the Advanced Search app



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Tiffany Green

Zendesk Employee

Edited Nov 14, 2024


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16 comments

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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Karun Kamal

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

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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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Any plans on updating this app to todays zendesk features? 

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

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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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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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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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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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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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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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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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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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Hi Oscar Valecillos!

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

Thank you!

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If you’re looking for an alternative to the existing Advanced Search app, I’ve built Advanced Search Plus. It offers more refined search options, including advanced filters and the ability to search across tickets, users, and organizations. You can also filter by any system or custom field and easily export results to CSV.

 

It’s designed to be fast, intuitive, and completely free, with all data staying securely within Zendesk. Give it a try and let me know what you think!

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