Searching tickets

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37 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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  • Sorin Alupoaie

    @... 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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  • CJ Johnson

    The article now explicitly includes these methods, which still don't work? I tried both and got the same results I got 2 months ago.
    Edit: The culprit this time turned out to be that the ticket fields page, adds a space to the id when you copy it, even though it doesn't look like it when you highlight the number. Just a weird UI copy/paste issue! This works fine if you don't include a space. :) 

    -1
  • Dwight Bussman
    Zendesk Customer Care

    HeyO CJ Johnson - if you're seeing results that differ from our documentation, please contact Support to look into that further

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  • Joel Hellman

    About that "wildcard search on values for specific custom fields as documented today:" The article is still not correct here. As Abraham K. from Zendesk said

    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.

    When I need this today, I noticed the wildcard syntax * doesn't work for date fields, nor the negation. I could try all combinations for all field types (text, date, tagger, etc) and summarize it - but maybe someone from Zendesk could just look into this, then update the article with the correct answers with the nuances needed? That would be great! :) 



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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Does anyone happen to know how to search for the Submitter ROLE? Like submitter:"light agent" or submitter_role:"light agent" ?

    I can't seem to find any reference to search for this.

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  • Tony Jansson

    Hi,

    1 requester can have several tickets with "new" status awaiting to be assigned.

    Lets say there are a total of 100 tickets.

    40 of those are connected to only 4 requesters.

    Is it a way to find only tickets for those 4 requesters by:

    1) search for users that have more than 1 "new" tickets awaiting? 

    Or

    2) search for tickets, that is connected to a users that have more new tickets pending?

    The goal is to find users that might have sent new request, that is connected to the original one.

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  • Eric Benson

    On the Team plan. Is there a way to search for tickets created in a certain date range but only find tickets that were modified before or after certain times of day? For example, all tickets created from Jan 1 to Jan 7 that were modified before 8am or after 5pm. (outside business hours)

    I don't see a way to do that with the search parameters on this page.

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  • Dane
    Zendesk Engineering

    Heather Rommel,

    The roles that can be used on searching tickets are only for the user roles in the actual ticket, ie, submitter, requester and assignee. User Roles like Admin or Agents is not part of the search scheme.

    Tony Jansson,

    You can try to use requester:[Name] Status<Solved. However, it will be better if you just use the actual Zendesk UI to search for tickets associated with that user. Just click the name of the requester and it should show you all the tickets associated with it.

    Eric Benson,

    You can try to use Zendesk Support advanced search.

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi there, We should have the ability to search by role for Agents, not just End Users! We currently use the Exporter App and/or the Super Admin app to help us do the things we would expect from the UI...

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  • Dane
    Zendesk Engineering

    Heather Rommel,

    I agree with you on this one. As it turns out, we don't have this capability yet. Feedback like this helps us to continuously improve our service. 

    I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 

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  • Maky

    Hi Heather Rommel

    If you know the "Group ID" that the user can be in you can do this search:

    "Mauro" group_id:24908185

    Was no so easy to arrive to this conclusion...

    Best regards.

    Maria

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Maky

    Wow, thanks for that! I went to https://MYDOMAIN.zendesk.com/api/v2/groups to grab the group IDs.

    I'm thinking I might rope one of my coworkers to grab the JSON and give me the full list in csv so I can actually work with it. https://MYDOMAIN.zendesk.com/api/v2/groups/GROUPID/users

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  • Dave Dyson
    Zendesk Community Manager
    Fwiw, there are some online JSON-to-CSV converters that say they're secure.
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  • Erik Greenwood

    How specifically, can I search for archived tickets? I have tried views and searches without luck.

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  • Dwight Bussman
    Zendesk Customer Care

    heyO Erik - there isn't a specific search filter to only show archived tickets, but searching for tickets with a status of closed that were updated before 120 days in the past should return those:

    type:ticket status:closed updated<2022-01-11 other search keywords

    (2022-01-11 is 120 days ago if searching today)

    Please feel free to contact support if this isn't working for you.

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