Using Zendesk Support advanced search

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5 Comments

  • Morgan King

    It seems that the change of where the Advanced Search was located has caused odd behavior with the new simple search - has anyone else experienced this?

     

    When we enter our search if we hit enter it works perfectly, however, if we hit the search icon itself our entry is completely deleted and no search is activated.

     

    It seems like this is leftover from when the icon helped you get to Advanced Search and is now doing an action it shouldn't be (removing search text/reloading search).

     

    Has anyone else experienced this or is this completely unrelated?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Morgan,

    I just want to make sure I understand – so you're talking about clicking the search icon once to open the search text box, entering your search terms, and then clicking the search icon again (which at that point is inside the search text box)?

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  • Dave Dyson
    Zendesk Community Manager

    Ah, I see it looks like your colleague Meg entered the same thing in our product feedback forums: Search Icon, reloads search widget. I'll see what I can find out.

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  • Rina

    I didn't see it in the article, but can someone confirm whether we're able to search by what channel the ticket originated? For instance, looking for tickets which came from messaging?

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  • Josh
    Zendesk Customer Care
    Hi Katrina!
     
    Thank you for messaging us.
     
    If you are using the standard search function, the information about channels is not available. However, you can use Zendesk Explore to create a report by channels. However, if you are only checking single tickets you can check them by events.
     
    Best, 
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