Zendesk Support search reference

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109 Comments

  • Nikki Mier

    Hi ZenDesk team!

    Is it possible to search based on a satisfaction:bad and also the specific reasons that are set?  Would be super helpful!

    :)

     

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  • Zsa Trias
    Zendesk Customer Care

    Hello Nikki,

    Satisfaction rating searchable values are limited to those that are provided in this article. 

    As a workaround, you can use triggers to tag tickets depending on the satisfaction reason that was selected. For reference: Applying satisfaction reasons to business rules

    Then, you can use the tags property keyword to search for tickets that have the tag.

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  • Peter Whisenant

    Hi team.

    Is there a way to search for a hyperlink? Sometimes we paste scheduling links into text in a ticket but I can't figure out a way to return those in a search.

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Peter,

    Searching for hyperlinks is not supported. You can however search for the Text with the hyperlink using Search terms and terminology.

    Hope this helps.

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  • Zac Stanger

    Is there a way to look for Tags that are not there?

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  • Dan R.
    Community Moderator
    Zendesk Luminary

    Hey Zac Stanger

    There's a section called Operators in this article that outlines that. I'll copy it here for convenience.

    Minus sign. Excludes items containing a word (or property value) from the search results. For example, the following statement searches for any tickets with the status 'pending', but excludes any tickets containing the tag 'invoice' from the search results:

    status:pending -tags:invoice 

    Try that and let us know if it resolves your issue!

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  • Mayara Sousa

    Hi Team.

    Is it possible to search not related information from search API as part of a single request?
    For example, a ticket by a custom field and a user by external_id, two different results.

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  • Eimear O'Reilly

    Hi there,

    Is there any way to use search to pull multiple ticket IDs, i.e. if I have a list of ten tickets I'd like to bulk action, can I use the search function to find all of these tickets at once?

    Thank you!

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  • Steven Crawford

    Is there a way to search by length of subject?

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  • Viachaslau Skorbezh

    Is it possible to search by several key words or phrases using such filters like "and", "or"? As an example if I'd like search to only return exact matches "email change" or "change email"

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  • Akarsh Jaiswal

    Is there any way to customise the search view

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  • Nara
    Zendesk Customer Care
    Hi Zac, if you are trying to search for tags that are not yet in the system, you will not be able to search for them as they have not been indexed yet. Once a tag is associated with a ticket, you should be able to search for it as needed.
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  • Bijay Poudel

    Question on the search user endpoint(v2/users/search)

    Is there a way to perform OR operation on query properties
    name, email & phone? I want to search for a user that matched at least one of those three properties. Currently "?query=name:abc email:abc@gmail.com phone:1234567890" is using AND operation

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  • Oscar Valecillos

    Hi, I'm having troubles to retrieve all users with a valid phone number. I'm using the following query:

     

    phone:* -phone:none role:end-user

     

    But comparing with the UI, I can see that a lot of information is missing, any ideas what is the best approach to do this?

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  • Joyce
    Zendesk Customer Care
    Hello Oscar,
     
    It could be that the keyword phone:* is causing an issue. * is a wildcard operator that is useful when you want to search various forms of a word. For example, searching for photo* returns results that would include photography, photographer, photograph, and any other words that began with 'photo'.
     
    If you would like to search for all end users with a phone number on their profile, using the following keyword search should suffice as the minus sign will exclude users with no phone number.
    -phone:none role:end-user
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  • Sebastian

    Why doesn't "recipient" work with the actual support addresses and only with the end destination?

    I have to setup a view with "Received at" just to check which tickets came in through one of the normal support addresses that feed into the brand one of Zendesk?

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  • Gab
    Zendesk Customer Care
    Hi Sebastian, 
     
    There is a pre-defined set of views provided for the essential day-to-day support workflow, one of which is the All unsolved tickets. This might have been deactivated. You can check this under the Inactive tab of your Views page. 
     
    Alternatively, you can re-create this View by following this condition:
     
    Status | Less than | Solved
     
    More information can be found here
     
     
     
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  • Sebastian

    Hi Gab,

    I think you might have misclicked with the answer macro since it's so unrelated.

    "Recipient" is a condition in the search to filter tickets that came in through a certain support email address.

    In views one would use the "received at" condition. This one works fine but for some reason it is not available in the normal Zendesk search. There you have only recipient.

    And the bad thing about that filter is that you can search for a certain support address.

    Like if you have a brand named company1 and a Zendesk support address support@company1.zendesk.com and dedicated support addresses in that brand named privacy@company1.com and support@company1.com then the recipient filter can not be used to filter out all emails reaching via privacy@company1.com. Only support@company1.zendesk.com will work.

    So there is not way to use the normal Zendesk search to find such tickets and I had to create a view for this search.

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  • Gab
    Zendesk Customer Care
    Hi Sebastian, 
     
    Apologies for the confusion. 
     
    There is a limitation to this specific keyword as the Recipient condition only works for Zendesk support addresses (the ultimate destination) of emails forwarded from external addresses as indicated in this article. 
     
    Creating a View is a great workaround! That's a great suggestion! I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar concerns where you can also discuss other possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
     
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