Zendesk Support search reference

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71 Comments

  • Dave Dyson
    Zendesk Community Manager
    Hi Rolf, 
     
    If you're talking about the results you see when searching in Support (Searching Zendesk Support data), then although you can search for certain custom field values, it's not possible to add a column to the results page that would display custom field values. For that, assuming you're wanting to search for tickets, you're better off using a View: Creating views to manage ticket workflow

     

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  • Rolf Hayes

    Thanks Dave

    Yes, creating a view is one way of managing a ticket.  However this feels like a long way round if we are just searching for tickets with a particular word or phrase.  We have a large number of organisations and being able to see which organisation a ticket falls under in the search view would be very useful.  Maybe there are others who would like different fields displayed in the search view.

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  • Jon I.

    I'm writing a java client library. In search API, I've realised that pagination is not working, thus limitation of time and data crops up. 

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  • Dave Dyson
    Zendesk Community Manager

    Rolf Hayes Understandable -- can you upvote and add your use case to this product feedback thread? Customize search results columns

    Jon I. Sorry to hear that! For visibility to our developer support team, would you mind creating a post with additional information about the API call you're making and the results you're seeing here: Zendesk APIs 

    Thanks!

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  • David Brown

    We have a multi-lingual user base, both as agents and end-users. The languages used are namely English and French. I would like to know if it possible for the query to translate to assist the agents in finding tickets. For example, an English speaking agent runs a query on a given word and the search is performed simultaneously in English and its French translation. Vice-versa as well, search a French word and it returns results for said word in both French and its English translation.

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  • Peter Hochstrasser

    David Brown

    Seems like an interesting idea, however, today, you can't do that.

    The problem is that translations are a bit of black magic, especially if specialized business language is to be auto-translated.

    You might be able to implement something like this using the API and a service like deepl.com, but even then, your mileage may vary more than EV's ranges in winter and summer.

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  • Andrew

    Hi,

    Is it possible to use the search API to return everyone who doesn't have the primary email setup with a specific email domain?

    Wildcards don't work at the start of the email so it seems like this is being blocked for some reason.  I'm looking to check for non-corporate emails and correct for them. 

    I am unable to use organizations and I think the org stays the same anyway if you switch prime/second emails.

    Thanks!

    -Andrew

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  • mccabe.tonna
    Community Moderator

    @Andrew 

    can you give an example of what you're looking to achieve?

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  • Andrew

    Sure mccabe.tonna

    If your an active worker(user field in our system) your email domain should be our company one.  We want to create a simple Audit/QA integration that pulls everyone who is active and does not  have a primary email with the work domain in it.  The integration would then loop through there identities and set the primary one to the work email if it finds one.  I'm looking to do that filtering via the API instead of pulling every worker in the system. 

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  • mccabe.tonna
    Community Moderator

    @Andrew 

    If their primary email is verified; you can search your user functions.

    this looks promising via API https://developer.zendesk.com/api-reference/ticketing/users/user_identities/#make-identity-primary although I've never done this before. 

     

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  • Andrew

    Hi mccabe.tonna,

    Yep that's what we are doing.  I'm coming from the Developer docs page so we can't use the front end.  Like you suggested we are using the verify / make primary APIs without issue.

    The problem is the domain email search.  I'm just trying to verify there isn't a better way to do this.  We are doing a http get to something like the URL below.

    "https://{domain}.zendesk.com/api/v2/users/search.json?query=type:user role:end-user Status:active -email:*@mycompany.com" 

    So users that meet the criteria and do not have a company email domain(-).

    As far as I can tell, this is not supported so we have to pull tens of thousands of accounts a day, check the email field for each vs just adding a search to the API call.  

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  • mspriya darsh

    Hi All,
    Is there a way to look for tickets from various organisations?
    I tried using the usual syntax, but couldn't get the relevant set of results.

    Query:
    type:ticket organization:'xxx' organization:'yyy' priority:high priority:urgent status:'pending'

    Intent is to retrieve urgent and high priority pending tickets from org xxx and org yyy altogether in one query, instead of 2 separate queries for each org, having the same condition.

    Thanks

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  • Nathan Purcell

    Why does "brand" not support using the brand ID when searching for tickets? When filtering groups, we can use both the string name or the int ID. 

     

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  • Dane
    Zendesk Engineering
    Hi Nathan,
     
    I understand the practicality of this feature, however, searching by brand ID 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. 
     
    @mspriya,
     
    I have tried the search keywords below and I was able to pull up the tickets I need.
    organization:VIPS organization:"The OC" priority:urgent priority:normal
     
     
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  • Nathan Purcell

    Dane My use case is having a consistent and logical API. 

    Community post requests aren't picked up, replied to or actioned so I won't be doing that. 

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  • Peter Hochstrasser

    Hi Nathan Purcell

    The Community Post way is sadly the only way that non-errors are picked up by the most customer focused support service package development team.

    It may be that this post contains slight bits of sarcastic language.

     

    Yours truly

    Peter

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  • Nathan Purcell

    It may be that this post contains slight bits of sarcastic language.

    It absolutely does! 

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  • Mariano Terzolo

    Hi everyone,

    I can’t find a way to search for Instagram direct channel tickets. I don´t see Instagram in the list of valid ticket's sources for the “via” keyword. I’ve tried search strings like the following with no success:

    via: instagram_direct

    Am I missing something?

    Thanks.

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  • Mariano Terzolo

    Hi again,

    Just found out that the correct name for the instagram source is:

    via:instagram_dm

    Cheers!

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  • Charlie Wettlaufer

    How does one search for an organization that includes a specific domain name?

     

    I tried `query=type:organization domain_names:example.com` and received 0 results from the API, however I know there are orgnanizxations with the domain I'm searching for.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Charlie -
     
    I think this should work if you enclose example.com in double quotes. Take a look for "exact matches" in the article above. Hope that helps!
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  • Hannah Ehrlich

    Hello!

    I am looking to search for tickets that are in NO group, however, "name:null" or "name:"null"" don't seem to get any results. Is there a way I can pull up all tickets in null group/no group?

     

    Thanks!

    Hannah

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  • Beto
    Zendesk Customer Care

    Hello Hanna, thank you for your question!

    Unfortunately, I'm afraid that Zendesk is currently not capable of making a search for Group:"null" as the current search function requires a value for lookup and "null" would not really be a value.

    I have found an alternative solution, that can work exactly as you need it to, but it might take some time depending on how many groups you have.
    You can create a search query that filters out all tickets that are assigned to a group. You can do this like this:

    You use the "-" symbol before "group" and specify the group name. This will provide a search for all tickets that are NOT assigned to that group. If you make the query with all your Groups, then you will be able to see all tickets not assigned to a specific group :) 

    I hope this was helpful!

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  • Hannah Ehrlich

    Hi Beto,


    This will work fine, thank you!

     

    Hannah

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  • Laurenz

    Is there a way to sort tickets by subject? 

    Example
    Sample Subject #12344
    Sample subject #12345
    Sample subject #12346


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  • Dave Dyson
    Zendesk Community Manager
    Hi Laurenz -
     
    Sorting by Subject is no longer supported: see Announcing changes to views sorting and ordering
     
     
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  • Steve Lacoss

    Hannah Ehrlich, You can create a QC view that will show tickets not assigned to groups. 

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  • Naomi Watnick

    Our UI recently changed and we now have big bold status "buttons" any view. When I do a search and use the filter drop-down, when I add a Status to filter by, the search string adds: custom_status_id:4416756

    We also now suddenly have "Status category" as well as "Ticket status" in views. How do I find out more information on these? And if "Status category" is the old "Ticket status", how do I create a search string for it?

    Thanks!

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  • Dave Dyson
    Zendesk Community Manager
    Hi Naomi,
     
    It sounds like you're part of the Custom Ticket Statuses Early Access Program – you can find documentation here: Zendesk Support EAP - Custom Ticket Statuses
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  • Naomi Watnick

    Thanks @.... I'll reach out to my colleague as I was told it was only supposed to be in our sandbox environment. Also, can you please give me access to the link you provided in the last comment? Thank you.

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