Data in the end users, team members, group, and organization objects can be searched on their respective pages.
This article covers the following topics:
About searching
At the top of each page related to managing and organizing users, there is a search bar. Searches on these pages are limited in scope to the page. That means a search on the Team members page only returns team members that meet the search criteria and, likewise, a search on the Organizations page only returns organizations that meet the search criteria.
If you search using the global search tool, you need to use the type
keyword if you want to restrict results to specific types of data. If you don't, your search results will include matches from the data in your Zendesk Support instance.
type:organization tags:premium
For more information about using search, see Searching the data in your Zendesk. All the user data properties you can search are described in the tables below. All of the searchable data in your Zendesk Support instance (including ticket data) is described in Zendesk search reference.
The user and type keywords
To search for a user's profile data, you have the following two options.
user
keyword:
user:amyOr, using the
type:user
keyword:
type:user amy
user
when not combined with type
is just a shortcut for finding users by ID, name, and email address. The user
keyword, like the ticket user role keywords (assignee, requester, submitter), accepts the ID, name, and email address as valid user identifiers.
user:52789480 user:amy user:"amy moore" user:amy@mondocam.com
type:user
.
type:user tags:beta_user organization:customers
This example also illustrates the usefulness of type
keyword. With it you can search for user data that is shared by more than one user. You can search for users that are in the same organization or group or any of the other searchable user data. For more information about the type
keyword, see Using the type keyword.
type
keyword is also used to search the group and organization data objects. For example:
-
type:group name:"level 2"
-
type:organization name:customers
Searching users
The user data object contains all of the user properties that you can set in the user profile for end users and team members. Not all of the user profile data is searchable; those properties that are searchable are described in the following table.
Keyword | Description |
---|---|
name |
The user's partial or full name.
name:"alex anderson" |
role |
The user's designated role.
role:admin |
email |
Specify the user's email address, or specify none to search for users without an email address.
email:alex@mondocam.com email:"none"
Tip: Wildcards do not work for email address searches. For example, the following search returns no results:
email:dwight* |
group |
The user's group name. This only applies to admin and agent users.
group:"Level 2" |
organization |
Specify the user's organization name or ID, or specify none to search for users without an organization. If the user belongs to more than one organization, searching on any of those organizations will return their profile.
organization:mondocam |
created |
The date the user was added to your Zendesk.
created<2011-05-01 For more information on using date and time in your search, see Searching by date and time. |
notes |
All text in the notes field in the user's profile.
notes:"manager" |
details |
All text in the details field in the user's profile.
details:"madison, wi" |
external_id |
Specify the user's external ID, if used, or specifynone to search for users without an external ID.
external_id:0098884412 |
phone |
Specify the user's phone number, or specify none to search for users without a phone number.
phone:555-111-2222 |
tags |
Specify tags on the user's profile, or specify none to search for users without tags.
tags:premium tags:wholesaleFor more information about tagging users and organizations, see Adding tags to users and organizations. |
customfield |
Custom user fields.
plan_type:platinumFor more information, see Searching custom user and organization fields. |
is_verified |
Indicates whether the user’s primary email address has been verified.
|
is_suspended |
Indicates whether the user has been suspended.
|
Search for users based on a WhatsApp phone number.
For more information see Searching for tickets by WhatsApp number. |
Searching for users by email domain
type:user mondocam.com
type:user mondocam.com zendesk.com
Searching groups
Here are the group properties that can be searched.
Keyword | Description |
---|---|
name |
The group's name.
name:"level 2" |
created |
The date the group was added.
created<2011-05-01 For more information on using date and time in your search, see Searching by date and time. |
Searching organizations
Here are the organization properties that can be searched.
Keyword | Description |
---|---|
name |
The organization's partial or full name.
name:mondocam |
created |
The date the organization was added.
created<2011-05-01 For more information on using date and time in your search, see Searching by date and time. |
notes |
All text in the notes field in the user's profile.
notes:EMEA |
details |
All text in the details field in the organization's profile.
details:london |
tags |
Specify tags that have been added to the organization, or specify none to search for organizations without tags.
tags:premium For more information about tagging users and organizations, see Adding tags to users and organizations. |
customfield |
Custom organization fields.
plan_type:platinumFor more information, see Searching custom user and organization fields. |
external_id |
The external ID of the organization or specify none to search for users without an external ID.
external_id:00112345 |
Searching custom user and organization fields
You can search for data in custom user fields and custom organization fields by using the key that identifies the custom field.
- Navigate to the list of custom fields:
- In Admin Center, click the People icon (
) in the sidebar, then select Configuration > Organization fields.
- In Admin Center, click the People icon (
) in the sidebar, then select Configuration > User fields.
- In Admin Center, click the People icon (
- Click the name of a custom field.
The field key appears in the properties panel on the right.
You can search for users and organizations that have no value in a specific custom field, by using none as the search term, along with the custom field key. For instance, if you have a custom field key foo, a search for foo:none returns all users or organizations with the empty custom field foo.
Field type | Operators | Examples |
---|---|---|
Drop-down list | : | Find users or organizations where plan_type is platinum:
plan_type:platinum Find users or organizations where plan_type is platinum or gold: plan_type:platinum plan_type:gold |
Text
Multi-line text |
: | Find users or organizations where product_name contains widget:
product_name:widget |
Regular expression |
: |
Find users or organizations where product_name contains the multi-word phrase "red widget:" product_name:"red widget" |
Numeric |
>, <, >=, <=, : |
Find users or organizations where num_agents is exactly 5:
num_agents:5 Find users or organizations where num_agents is between 4 and 10, inclusive: num_agents>4 num_agents<10 |
Decimal | >, <, >=, <=, : | Find users or organizations where avg_score is greater than 14.5:
avg_score>14.5 Find users or organizations where avg_score is between 10.1 and 15.3, exclusive: avg_score>10.1 avg_score<15.3 |
Check box | : | Find users or organizations where is_active is true:
is_active:true |
Date | >, <, >=, <=, : | Find users or organizations where subscription_date is before 2013-06-23:
subscription_date<2013-06-23 Find users or organizations where subscription_date is between 2012-05-23 and 2013-06-23, exclusive subscription_date>2012-05-23 subscription_date<2013-06-23 |
Lookup relationship | Searching by lookup relationship field values is not supported. |
19 comments
Tomer Ben Arye
How can I list users w/o the ZD Talk users that are automatically inserted into the system?
Will this work? ( there is a space after the Caller, cause usually, it's Caller +
0
John DiGregorio
I just tried it on a custom field we have on Organizations called Installation with a drop down value of hosted and it failed. Received the error No Results in Sight. The only this I could get to work were the out of the box fields
Installation:Hosted
0
Dane
John DiGregorio,
Can you share the keyword/format you have used to search for the custom field in your Org?
Tomer Ben Arye,
I have tested it on my end. As it turns out, negative/blank search is not supported. 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.
0
Justin Near
Is it possible to do the opposite of :none? I want to see all organizations or users that have a specific field not empty.
1
Dane
There's no option for your use case. You'll need to search for it individually.
0
Curt Smith
Is there a way to export all users to a list? If so, can the list include the users Organization? Or, can I do a search for all users with no organization?
0
Spencer Hutton
Curt Smith you could use the Advanced Search app.
0
Dave Dyson
0
Allen McKenzie
This is the most ridiculous thing yet. Why can't you search for an organization using its unique ID? Seriously? If I can search for a user using their email address and in those results be provided the unique id number of the organization they belong to then why can't I use that ID number to search for the organization? Why does support take 2 business days to respond to this? How am I the only person to ever ask this question or think about this relationship between users and organizations and try to put 2 and 2 together?
My use case is pretty simple, I have created some custom fields that I want to update when a customer makes a purchase from the store. When they order I perform a search using the API to locate an existing user by their email address. If a user is found I then use the information returned to see if they are a member of an organization and if they are I want to update my custom field for that organization when I got to process the order fields and update that organizations information as well as the user who made the purchase. I can't do that however, because Zendesk didn't think that the organization id that a user belongs to was a searchable field that should be used to relate the two data items together and relies on the name instead. That isn't helpful because the name of the organization that a user belongs to is not returned in the user search data.
If anybody knows how this works and has better documentation that was is found here in Zendesk please for the all that is holy and good and decent in this world please share that with me. I'm so utterly frustrated with this at the moment that I'm actually forcing myself to put it down and walk away. I honestly don't know why I'm paying for this thing at the moment.
0
Tomer Ben Arye
Allen McKenzie
I got your frustration, and you won't get any response from Zendesk... for sure...
Let me try to help you out with what I know and what I have faced before.
1. Even if you search for tomer@abc.xyz, you will sometimes get another user ( IDK why they return this user, but sometimes, you WILL get other email addresses.
So, to conclude that, make sure in your API ( or filter or whatever ) to CHECK that the email address is (lowercase) and matched into the one that the user provided to you.
(That said, it's always recommended to use lowercase as the input to Zendesk when creating new users - no matter what the customer provided)
2. you'll need another API method to get the user details when you have a match to the user email address, with this way, you will be able to grab the organization ID or whatever custom ID you created.
3. I don't know which app you're using, I can suggest MAKE.COM ( I'm not an affiliate) but I'm using it heavily on what ZD CAN'T do...
See my scenario as an example of "how-to" do it via Make (codeless site - you don't need to know Python)
0
Allen McKenzie
The issue I'm running into is that I get the match and only one user for the given email address and it includes the Organization ID number that the user belongs to but you can't search for that Organizations details by the ID number of the Organization.
Effectively, what I am trying to accomplish here is to create a Zapier integration with a WooCommerce purchase. When a current subscriber or a new subscriber makes a purchase for custom work hours I want to see if they have an account already in Zendesk, if they don't I will create one using the information they provided during their purchase, if they do I want to update a field associated with their Organization to update the number of available hours in their account and likewise do the same for a new customer.
That's where things fall apart here though. Even though the user is found to be present in Zendesk and is associated with an Organization I can't turn around to update that Organization's field because I can't pull that Organization using its unique ID number.
0
JJ Breen
Allen McKenzie,
Have you tried to use any of the APIs from https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/ ?
Specifically, there is a GET method for pulling the Org ID for a user:
GET /api/v2/users/{user_id}/organizations.json
There is also a GET method for the Org details by Org ID:
GET /api/v2/organizations/{organization_id}
There are also PUT methods for updating organizations, again using the internal ID number or even the External ID.
0
Kathrin Lemberg
Is it possible to get a list of all users I filtered by my search criteria, e.g. external ID:none and see also all assigned ticket incl. status of those users?
0
Ivan Miquiabas
Thanks for reaching out! I believe so yes, you can search for External ID. Here are search parameters in full that you can use. Searching Zendesk Support data
Cheers!
0
Marco Wilmink
Hi team,
If we search in Zendesk for; “test1@pokeperfect.nl” we find “test2@pokeperfect.nl” . This causes our colleagues to sometimes unintendedly sent mails to the wrong address. Is there a way to make sure that if we search for “test1@pokeperfect.nl” only this address pops up and not the other one?
Thanks in advance!
0
Tomer Ben Arye
Marco Wilmink ,
1. I suggest changing the emails to something simpler so you won't expose the "real emails"
2. ZD was always like this, if you're making an automation via script or with Make.com, I “resolved” it with a filter on matching if what I searched was returned as well, Yes> move to the next step, Nope?> check if the next item on the bundle has it.
0
Marco Wilmink
Tomer Ben Arye
I've changed the addresses, thanks for the tip.
So if I understand correctly this is an issue we can not really prevent?
0
Ruben Hendriks
Tomer Ben Arye Hi! I'm looking in the same issue as Marco. What I find strange, is that email2@samedomain.com and email1@samedomain.com are shown in the recommendations, but email3@samedomain.com and all the others related to @samedomain.com are not shown. We think that there is some kind of connection made in ZD between email 1 and email 2, but can't find anything related in the profiles.
0
Chris Schaffer
Is there a way to specify a specific type while excluding others?
we're running into the following issue – search is:
type:user tags:am:person
this returns the expected user, but it also returns users (specifically agents) who are related to organizations that also have that same tag
0