In addition to full text search, you can search using common search operators combined with data property keywords and values to narrow your results.
This article describes how Zendesk Support's advanced search works. It is aimed at administrators and managers with full access to the data in Zendesk Support. Use this article in conjunction with the Zendesk Support search reference, which contains tables listing and describing the full set of keywords and values you can use when searching tickets, users, and the like.
If you're an agent, or want to know more about basic search, start with Searching the data in Zendesk Support and refer back to this reference article if you want to perform more advanced searches.
Topics covered in this article:
Performing an advanced search
You can perform an advanced search from your Zendesk agent interface.
To perform an advanced search
- Click the Search icon () in the upper-right of the top toolbar. You can also hover your mouse over the +Add button and choose Search from the drop-down menu.
- Enter your search terms, using the terminology, operators, and formatting described in the sections below.
- When the search results appear, click the Tickets, Users, Articles, or Organizations tab to filter the results.
Advanced search terms and terminology
Advanced search allows you to narrow your results by using data property keywords, operators, and search terms. In the context of an advanced search:
- Data property keywords indicate that you are restricting a search to one or more specific data properties.
- Operators are symbols used to modify the keywords and focus the search.
- Search terms are the words, phrases, or values you are searching for.
Search terms can include any string, including user, organization, or group names. For example, you can search for "vip" to list all users tagged as VIPs. However, the results will also include other data in your Zendesk Support instance that match the term "vip." For instance, if an organization has "vip" in its name, like "Midwest VIP Transportation" or "Viper Reptile Supplies," even if it does not have the VIP tag, it will appear in your search results.
The following is an example of a search string looking for anything with the tag "vip" that was created before May 1, 2015:
- tags is a keyword indicating you are searching only within a specific data property, in this case a tag.
- : is an operator indicating the tag property needs to match the subsequent search term. Note that there is no space before or after the :.
- vip is the search term referred to by the prior property/operator combination.
- created is a keyword indicating you are searching the created data property for items created relative to a certain date.
- < is an operator indicating you are searching for users, tickets, organizations, or articles created before a certain date.
- 2015-05-01 is a search term indicating the date you want to use.
Please upgrade my account
However, when you use a data property keyword multiple times in a query, there is an OR search across the values you specified. The following phrase returns results that contain either the tag "silver" or the tag "bronze".
To perform an AND search on multiple data property keywords, wrap the keywords in double quotes. The following phrase only returns results that contain both tags, "superman" and "is_awesome".
The following search operators can be used to build your search statements.
|:||The colon indicates that the given field should equal the specified
|<=||Less than or equal to.
|>=||Greater than or equal to.
|" "||Double quotes. In a simple keyword search, this is referred to as a
phrase search and returns the exact words in the exact order; however,
punctuation characters are not
"Please upgrade my account"
Note: In the Japanese version of Support, this feature does not work as expected. A simple keyword search that includes double quotes returns results, but the results are not the exact words in the exact order.
In a search including data properties, use double quotes to perform an inclusive AND search, returning results that include all properties in the search.
|-||Minus sign. Excludes items containing a word (or property value) from
the search results. For example, the following statement searches for
any tickets with the status 'pending', but excludes any tickets
containing the tag 'invoice' from the search results:
|*||The wildcard operator is useful when you want to search various forms
of a word. For example, searching for
However, because of the performance issues involved with doing wildcard searches, unqualified wildcard searches are not currently supported. In other words, you need to use a property keyword to make your search specific to the data you're trying to locate.
Searching for properties that contain no data
noneas the search term, along with the group, tags, via, organization, or assignee keywords, as in this example:
This returns all unassigned tickets.
Searching by date and time
Date property keywords - created, updated, solved, and due date) can be combined with search operators to return data from a specific date, before a certain date, and after a certain date. To search dates in any locale, use the format YYYY-MM-DD. You can also use locale-specific formats such as MM/DD/YYYY in the United States.
You can also use the <= or >= operators to indicate less-than-or-equal-to and greater-than-or-equal-to respectively.
Searching with combined dates and times
The first example above searches for anything created after September 1, 2015 at 12:00 p.m. (Pacific Standard Time).
The second example above searches for anything updated before September 1, 2015 at 12:00 p.m. (UTC).
Searching within a date/time range
You can also include specific times in your search range. The following example searches for anything created between August 1, 2014 at 11:59 p.m. (UTC) and August 2, 2014 at midnight (UTC):
Searching with relative times
You can search for a time relative to the present time, using the time units hours, minutes, days, weeks, months, or years. The following search returns anything created in the last four hours:
Searching for tickets with a specific ticket form
You can search for a ticket form and get results for all tickets where that ticket form is applied. For example, the following search returns all tickets that use the Change Request ticket form:
Sorting search results
You can sort your search results by field, in ascending or descending order, using the following keyword phrases:
Sorting is available on the following fields:
sort keywords is
equivalent to using the API parameters
Using the 'type' keyword
For API searches, one of the tools you have available for narrowing your
search results is the
type keyword. It is
used to explicitly declare that you want to search for one of the
- article (Help Center)
- entry or topic (forums)
type keyword means that you are explicitly
searching on the type you specify. For example, you can search for
all the users that belong to the customer's organization using this
If you instead searched for
would also get all the tickets that have requesters who belong to
this organization. This is because searches that do not explicitly
specify type return results for all types, including tickets (and
organization is a ticket property).
type:user, your search returns all users that
belong to the Customers organization. So, you're narrowing your
search to the user type and excluding tickets.
While organizations and groups are properties of the user object, they have their own properties that can be searched as well. The following query allows you search only for organization tags, excluding tags of the same name that may be used in other elements of Zendesk Support such as tickets and forum topics.
Suspended and verified users
You can search for users based on whether or not they are suspended, and whether or not they are verified. Users with any verified identity, not just an email address, are included in the search results. For example, users with verified phone numbers are listed.
To search for suspended users:
How soon can new data be searched?
When you add new data to Zendesk Support, it typically takes about a minute before it's indexed and can be searched. If you have the Zendesk Agent Workspace enabled on your account, you can also search live chat and messaging conversations, but it can take 10 to 12 minutes before a conversation is indexed.
How does punctuation affect search?
Punctuation characters are generally not included in searches.
Are there limitations to wildcard searches?
You can only do wildcard searches when combined with property keywords (
subject:photo*). The wildcard must go at the end of the search term.
Who can search what?
Administrators can search all the data in Zendesk Support. Agents can search the data that they've been granted access to. End-users can do full text searches of the knowledge base.
What languages are supported?There is language-specific support for searching in the following languages:
- Brazilian Portuguese
The support includes dictionary-based tokenization for Japanese, because words are not separated by spaces in that language. For the other languages, the language-specific support is primarily stemming, which allows different forms of the same word to match. In particular, the singular and plural forms of a word will generally match.
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?
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)?
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.
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?
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.
I am looking to create a query that combines two parameters and the result should be all the tickets that meet either of the two criteria im putting in the query (almost like having an OR operand).
The query im using is updated:2021-12-22 created:2021-12-22 , but this is being treated as an exclusive (AND) query returning only the tickets that meet both criteria and not either of them. Any idea how i can accomplish what i'm looking for?
Thanks in advance.
Unfortunately, it is not possible to use AND or OR as operators in an advanced search.
Although, if you are using 2 values of a field that doesn't accept multiple values the system automatically understands you are searching for one value OR the other (e.g. status:open status:new), in the example you provided it is impossible to receive a response the way you are looking for (Tickets created on 2021-12-22 OR Tickets updated on 2021-12-22).
Please feel free to post any other questions you may have.
Of course in your case, if a ticket is created on 2021-12-22 it is also updated on the same day. The updatedAt date is automatically populated on ticket creation.
So you could just use one criteria: updated:2021-12-22 and you should get what you want. (tickets updated on that day, which includes ticket created on that day).
Hope this helps.
Can we adjust the options in Via?
I want to check tickets from Google Play, but there is no clear option
It looks like we do not have any options to edit the "via" option in the advanced search app to include tickets from Google Play at the moment.
I want to search users by custom fields. I am using the query :
replacing <field_id> by my custom field id and <field_value> by search value but it is not giving me any data:
No ability to search for a specific mail domain?
I'm looking for all ticket requestors that use a mail address with a specific mail domain - to identify users which should belong to the company (organization), but are currently not assigned to the organization.
Currently the search for phrase (" ") operator does not ensure that the format domain.tld is used, but it searches for the two words next to each other.
It would be needed to
1) Have a search that will only look into the mail addres of the user
2) Have a phrase search that works letter by letter - means that no altering of the search phrase is done, no fuzzy search
You can refer to Searching for users by email domain.
Please refer to Searching custom user and organization fields.
Hi, Why is the app fiels in french and english mixed up together ?
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