Searching tickets

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38 Comments

  • Erik Greenwood

    Thank you Dwight, I will check out the search syntax

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  • Maurice Horan

    Is there a way to search for tickets that have no type i.e. that aren't tickets, incidents, problems, tasks etc?

    I have a number of tickets in my queue that don't have any type and I need to quantify them.

     

     

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Maurice, 

    Is there something common with those tickets? If yes, I suggest that you create an Explore report and use that common information like tag, email, and or created date, as a filter to show those tickets on your report. 
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  • Antal Clavel

    Is there a way where I can search in the contents of a PDF attachment in tickets?
    (eg. I am looking for an order" which is referred to in the PDF but not in the accompanying email text.)

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  • CJ

    I just cannot make any part of custom fields search actually work.  I have one that has literally thousands of tickets with values.  

    I couldn't get it to work for any specific value, so I tried the star method, and even that says no matches. Has there been an update to this feature? Can we no longer search by custom field values? 

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  • Dave Dyson
    Zendesk Community Manager
    Hi CJ - 
     
    Your screenshot (thanks for including that) makes it look like there's a blank space between "custom_field_" and the field ID number. Can you try removing that blank space and see if that helps?
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  • CJ

    @... I can confirm there's no space. Also, this same search works great via the API without issue.

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  • Dave Dyson
    Zendesk Community Manager
    Hi CJ, thanks for your patience. I've tested custom field search in my own test instance and it seems to be working. For example, I have a regex field, and custom_field_1500011198782:* returns both tickets that have a value for that field. Prepending a minus ahead of that returns every ticket except those two, and I can also search specifically for the values in that field and it all is working fine for me. Are you still seeing issues with this?
     
    I'll add that when searching for specific values for drop-down fields, I had to use the tag instead of the string value, but otherwise it worked fine for that field as well.
     
    If you're still unable to get results in the Support agent interface's search function, let me know and I'll create a ticket on your behalf. 
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