Zendesk Support search reference

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16 Comments

  • Ian Pylvainen

    Hi, is there a way to search for tickets that have specific users as followers? I used to be able use "cc:username" for this, but it doesn't appear to work correctly for follower tickets.

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  • Beau P.
    Zendesk Customer Care

    Hello Ian,

    Presently there isn't a search operator for followers, so you cannot construct search statements to return follower information.

    Your options in this regard are detailed here, and include viewing an agent's followed tickets directly within their profile, or having agents create macros to apply a follower tag and then building views to see those tagged tickets: https://support.zendesk.com/hc/en-us/articles/360033389554-How-can-I-view-tickets-I-follow-

    Let us know if you have any additional questions presently!

    Beau | Customer Advocate | support@zendesk.com

    Ask our Zendesk Community

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  • Matt 🕵️

    about 90% of our business comes through Twitter DMs.  Is there a way to search for the Twitter Handle in Zendesk (ie... @twitterhandle)?  This would be a huge help for our team! 

    Thanks in advance, Matt

    1
  • Kharlo Reboja
    Zendesk Customer Care

    Hello Matt,

    Thanks for reaching out. At this time, searching by Twitter handle is currently not supported and is out of the Twitter integrations native functionalities.

    Best,

    Kharlo | Customer Advocate
    support@zendesk.com

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  • Bruce Banner

    @... we've been working on a Zendesk search app lately and we're planning to add support for Twitter handlers soon.
    The app is available on Zendesk's apps marketplace and you can give it a free try here.

    1
  • Matt 🕵️

    @...

    I was taking a look at your Zendesk Search App recently, and I was really hopeful to find Twitter handle searching.  If this is implemented can you please tag me and let me know?  This would be a huge help for our team's efficiency!

    Thank you @... & @... for the replies and insight 💯
    Matt

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  • Bruce Banner

    @... the twitter handle searching is implemented now.

    Signup here to give it a try.

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  • Matt 🕵️

    @...

    Thanks for the head's up! I just sent an email to you, and we can chat further over there. 

    Talk to you soon!
    Matt 

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  • Maria Ruiz Lostaunau

    How to search for a long list of tickets id's  (I tried with ID#:1234; ID#:2345; ID#:5678) and (1234; 2345; 5678) and (#1234; #2345; #5678) no results with any of the above 

    thanks!

     

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  • Jason Schaeffer

    Hi Maria,

    On Zendesk UI You can't search or a view to display multiple tickets by the IDs, But zendesk has REST API to achieve this, where you can just pass the ticket ids to get the result like below

    https://subdomain.zendesk.com/api/v2/tickets/show_many.json?ids={}

    Hope that helps!

    Jason Schaeffer | Customer Advocate |

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  • John Streeter

    Is there any way to search for Organizations where shared_tickets = true? I'm trying

     /api/v2/search.json?query=type:organization shared_tickets="true" 

    without any luck.

    We're trying to ensure that there are no shared organizations, programmatically, but there doesn't seem to be a way to do this in Zendesk.

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  • Sabra
    Zendesk Customer Care

    Hey @...! shared_tickets is not an organization property that can be searched at this time. However, this information is available in exports of organization data. See Exporting data to a JSON, CSV, or XML file for more information on exports. 

    If you would like to see shared_tickets as a searchable property in the future, I would encourage you to leave feedback in our Feedback on Support community page!

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  • Yaniv Dayan

    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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  • Ronald Suplido Jr

    Hello Yaniv,

    I tried to replicate this using the "null" value but to no avail also. I got a confirmation from our team that the search parameter involving empty custom fields won't work as the current search function requires a value for lookup.

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  • Yaniv Dayan

    Hi @...

    Thanks for your reply. I actually got an answer from @... on this page: https://support.zendesk.com/hc/en-us/articles/203663206-Searching-tickets?page=3#comments 

     

    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.

    And it actually works!

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  • Ronald Suplido Jr

    Good catchI Thanks for pointing this out. I overlooked regex as a possible workaround in your case. Cheers!

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