Searching tickets

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16 Comments

  • Dave Quenzer

    Hi Team, is there a way to search for tickets that have multiple responses? For example, if a customer responds with a follow up question after receiving an initial answer.  I've searched on follow up and found lots of info about tickets that are created subsequent to a closed ticket.  That's not what I'm after.  I'm looking for tickets that have multiple responses in a single ticket.  Thanks. 

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  • Bruce Banner

    @... we've been working on a Zendesk search app lately and we're planning to add filters for tickets that have multiple-responses soon.
    The app is available on Zendesk's apps marketplace and you can give it a free try here.

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  • Kate Ambash

    I have multiple brands for my organization and I need to see a list of all tickets for one brand. Is a view the best way to do this? Or how might I search for this?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Kate,

    You can use brand as a search criteria (look for "Nordstrom" in the article above), but creating Views for each brand will probably save you time in the long run. Look for Ticket:Brand in the list of criteria when creating your View – for more information, see Creating views to manage ticket workflow

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  • Kate Ambash

    @... When I create the view using Ticket: Brand and then also Group, it doesn't give me all tickets. I tried adding every status and i'm still only given open tickets.

     

    Is there a way to create a view to see all historical tickets?

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  • Bilyana Ivanova

    Is there a way to sort by requester? We get a lot of repetitive messages (error reports) and sometimes the requesters send more than one. I need to know how many reports there are and was wondering if there is a way to either:
    1. exclude messages from same requesters to leave only one request shown per requester OR

    2. sort by requester names so I could at least have a chance of counting through when same names are shows in clusters.

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  • Jason Schaeffer
    Zendesk Customer Care

    Hello Bilyana,

    Thanks for reaching out! Your best bet in that case would be taking advantage of the Advanced Search feature which allows you to get more granular I.E. Searching by specific user. Additionally when you make a search you can filter by Subject so if the requester is making several tickets with repetitive messages it would be an easy way to isolate the tickets you wish to see. Please refer to the article below:

    https://support.zendesk.com/hc/en-us/articles/217385687-Using-Zendesk-Support-advanced-search#topic_v5y_pp3_y5

    Thanks!

    Jason Schaeffer | Customer Advocate |

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  • Yaniv Dayan

    Hi, 

    How can I search for no data on a custom field single text line?

    For example, I have a custom field named Company Name, and I wish to get all tickets that have no company name?

    I've tried searching for 

    custom_field_360015212345:none    ==> gives zero results.

    -custom_field_360015212345:Microsoft    ==> gives all results but Microsoft, and I can't sort it by the custom field.

     

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  • Dave Dyson
    Zendesk Community Manager

    Hi Yaniv –

    Great question, and you're almost there! Here's how to search for tickets with a blank text field (assuming the blank text field's ID is 360015212345):

    -custom_field_360015212345:*

    And as a bonus, note that

    custom_field_360015212345:*

    will return any tickets where the value of the text field is not blank.

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  • Yaniv Dayan

    Hi Dave,

    That's great, thank you!

    Can you update this valuable information to this article, and also to "Zendesk Support search reference"?

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  • Dwight Bussman
    Zendesk Customer Care

    @... @... - I think the reason this search wasn't included in the Search Reference article is that this specific command doesn't seem to return archived tickets, whereas other search commands do.

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  • CJ Johnson

    -custom_field_360015212345:*

    And as a bonus, note that

    custom_field_360015212345:*

    will return any tickets where the value of the text field is not blank.

    The second one refuses to work for me, is this still valid? I'm going bananas trying to exclude tickets where a custom field is blank, nothing seems to work. 

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  • Amelia

    Is there a way to search a Twitter handle. This information is under the end user section. Can we set it as a custom search? We can currently search the twitter username which shows as the requester but this is different than the handle that shows under end user information. Please help!

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  • Abraham K.
    Hi CJ:  For custom fields there is not an operator that I have found currently active to test for a NULL value in either text or multiple select field types.  Currently search operators only exist to match a specific text string to a text field entry and to search for the presence of a specific tag value from a custom field.

    Hi Amelia:  Unfortunately the Twitter handle information from the contact details in a User profile do not populate into search information at all at this time.
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  • CJ Johnson

    Hi Abraham, 

    Thanks, but I'm not asking for a search operator that finds where it's a NULL value, I'm asking for the opposite. I want to return all tickets where the custom field has any value. This suggestion, no longer seems functional: 


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  • Abraham K.
    Hi CJ, I apologize for the misread on my side for your question.  I've gotten confirmation that the use of the Wildcard (*) operator in that search command does not work standalone.  If you were to have a search command with "custom_field_360015212345:B*" that would return all entries with text that started with B if that were a Text field, but given the context of what you are describing I understand that may not give you the functionality you want.
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