Zendesk Support search reference

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109 Comments

  • Brett Bowser
    Zendesk Community Manager
    Hey Naomi,
     
    I just updated the topic so you should now have access. Let me know if you have any other questions!
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  • Nicholas Hemenway

    Hello, is it possible to search for a user by email address if that user has a minus sign (or dash) in their email address? I don't see any results appear when I search for such a user by email address even though I know the email address matches that of a user in my system. I wonder if this is because the minus sign has a special usage in the search feature.

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  • Peter Hochstrasser

    Hi Nicholas Hemenway

    You need to enclose your search term in double quotes: "*-*" in the search bar finds all users that have a minus in their name or their e-mail address.

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  • Nicholas Hemenway

    Peter Hochstrasser Thanks for the quick reply. Unfortunately, that doesn't seem to work either. This email address does also include a '+' symbol, so maybe it's failing because of that?

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  • Nathan Purcell

    Nicholas you can't use exact string matching on "punctuation". I have an open escalated ticket with Zendesk about this because it's preposterous and a serious limitation of the search function. 

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  • Michael Macarthur

    Hey Zendesk-ey peoples

    Does anyone know how I can search by Templates across Articles in Help Centre?

    I've done a mass migration of our User guides into Zendesk (from Confluence on-prem which is EOL) and I have run through them all to freshen them up, standardise them etc. For each Module of our product that the Articles relate to we have applied a Template to them, which I'll get one of our Creatives to make into a nicely styled template with Color, Logos, Legal footers etc.

    So can I do a search for Articles by the Template? I want to see what Articles are still using the default Template in case I missed some, which I will have out of the nearly 1000 docs we imported.

    is the Template Field searchable?

    Thanks all

    Mic

     

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  • Steve Lacoss
    Zendesk Luminary

    Hi Mic,

    If the template has a Label (keyword) added to it that is unique to the template, it should apply that label every time the template is used to create an article

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  • Gorkem

    Hi all,

    I try to search data(from search & Zendesk API) in our support tickets with a specific keyword most used by our end user but when filtering "data layer" I'm seeing our agent reply to. I want to get only end users' replies or first emails that include these specific keywords. 

    Is there a way to get only end users' emails and replies from search or Zendesk API?

     

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  • Jennifer Morris

    Is there a way to search by attachment name? This is critical at the moment for us.

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  • Nara
    Zendesk Customer Care
    Hi Jennifer, currently attachment names are not stored as searchable parameters within ticket data. However, if you would like to programmatically search for attachments outside of the standard Zendesk Search function, attachment names are saved in the tickets audits.
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  • Dane
    Zendesk Engineering
    Hi Muhammad,
     
    As it turns out, we don't have a search criteria that can exclude bot responses.
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  • Ashish Reddy

    Hello Support,

    How I can filter out cases based out *Severity*?

    I tried many ways to filer open tickets with Severity filter / search criteria but I could not.

    severity>=critical status:open status:new status:hold 

    Or

    severity>High status:open status:new status:hold

    But I still get all records of tickets with High Severity only.

    Am I missing something here?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Anish,

    Is Severity a custom ticket field? The operators >, < and = don't work when searching for custom field values. To search for custom field values, you can refer to this table. Example, if I want to search for tickets with values Low, Moderate or High selected on my custom field, I can use this search query: 
    custom_field_360008502494:low custom_field_360008502494:moderate custom_field_360008502494:high
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  • Katerina Frid

    Hello! Is it possible to search only though the initial messages in all tickets?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Katerina,
     
    Currently, searching any keyword will scan for the whole message of a ticket. As a workaround, you could try using the double quotes " "
     
    In a simple keyword search, this is referred to as a phrase search and returns the exact words in the exact order; however, punctuation characters are not included.
     
    "Please upgrade my account"
     
    I hope this helps. Thank you!
     
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  • Cat Xia

    Using double quotes doesn't seem to actually specify my results. I use " UPS " and it still returns things like "follow-ups" and "set up"

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  • Nathan Purcell

    Welcome to Zendesk Cat, where the documentation is either missing, just plain wrong or there's some unusual edge case that affects 99% of the users 🤷 🙄

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  • Carmelo Rigatuso

    Why does searching by the domains associated to an organization return no results? We have orgs that have multiple domains for their users. If I search for organization:domain.com or  organization:seconddomain.com - I get nothing.

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  • Dane
    Zendesk Engineering
    Hi Carmelo,

    Based on Organization property keywords, organization domain is not part of the search keywords.
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  • Christina Stommel

    Is there a list of search connectors or operators that end users can use to search Guide content?

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  • Viktor Osetrov
    Zendesk Customer Care
    Hello Christina,

    It seems you can find this information here related to what end users can use to search Guide content - https://developer.zendesk.com/documentation/help_center/help-center-templates/search_results_page/#search-results-page 

    Hope it helps
     
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  • Zach Wales

    Still no functionality to search by Followers of tickets? How are other light agents (CSM, SEs, Sales, etc...) able to follow along with their client support requests? 

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  • Steven Hampson

    Sorry if I missed this but is there a way to search using an AND condition, to restrict results? Adding multiple terms results in an OR search, but I want to search e.g. keywords 'and' a field value, which I can't seem to do. 

    Thanks, 

    Steven. 

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Steven,

    One way to do this is to input a search term together with a tags search for the field value. 

    In my example below I use

    test tags:v1 

    This then returns the tickets containing the word "test" AND the tag "v1".

    Though I would highly recommend using the Advanced Search app instead since it is in my opinion a more user-friendly free app created by Zendesk. You can learn more about the app here.

     

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  • Steven Hampson

    Thanks Nora. When I try that, it returns as an OR search e.g. in your example I would get everything with the word 'test' or everything tagged v1.... But I like the Advanced Search app, thanks for the tip - I will try that out :D

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  • Navin Karunanithi

    Hi 

    apologies if this has been already discussed earlier , I am looking for a way to use the query parameter to filter out objects by "updated" field . I am able to perform this using `search.json?query=tickets+updated>2015-09-01T12:00:00-08:00` but I am unable to do this for other objects which includes users , requests , organisations but I get status code 200 OK . Is this parameter only limited to tickets . I am looking for a way to filter all objects that have updated_at greater than a given timestamp . If there is a workaround it would greatly help in building a Zendesk connector .

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  • Terry Ehrhard

    Navin Karunanithi  Very possible.  See this endpoint referencing organizations

    https://{your domain here}/api/v2/search.json?query=type:organization "zone tech" updated>2020-09-07T19:00:00Z updated<2021-09-07T23:59:59Z

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  • Dan R.
    Community Moderator
    Zendesk Luminary

    It appears that tickets can be found by using an organization ID, however we can't search for organizations by ID. 

    Could this oversight be addressed please? I can't imagine it would be too complicated to add support for Org ID.

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  • Jainendra Mandavi

    How can i filter using search API. Below are the filters required

    ticket id > X AND order by ticket ID AND sort by desc

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  • Zsa Trias
    Zendesk Customer Care

    Hello Jainendra,

    As mentioned above, there isn't a property keyword for the ticket ID, so you can probably use the ticket created date instead to filter the search and sort it:

    .../api/v2/search.json?query=type:ticket created>"2023-07-01" sort:desc order_by:created_at

     

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