SOLVED: Perform a ticket search using string in URL

Answered

16 Comments

  • Jonathan March
    Community Moderator

    https://support.XXXXXX.com/hc/en-us/search?query=%s

    1
  • Drew Dexter

    Hi Jonathan, that doesn't work for me. Right now, we do all our searching from https://companyname.zendesk.com/agent/search/1 and we don't have the help center enabled. (Our company is based in Germany, so I also tried with /de/ and that didn't do anything either.)

    I just get "The Help Center isn't visible to end users until you activate it."

    0
  • Jonathan March
    Community Moderator

    Drew, so when you do a search in your help center, you don't see a search-related URL in Chrome's address field?

    0
  • Drew Dexter

    Hi Jonathan, we don't use the help center - we create customer service tickets either directly or through incoming emails etc. and sometimes we need to search for the customer tickets. We do this on the link I posted above (except with our company name). I type in an order number (123456789) and it loads search results. I would like to be able to load a URL (for example https://companyname.zendesk.com/agent/search/1?query=123456789 ) and have the page, upon opening, perform a search for a ticket containing this order number. (It cooperates well with Chrome's "manage search engines" feature, where I can set a letter like Z and type "z 123456789" into the address bar, and it loads the aforementioned URL.)

    I am looking for a working URL that accepts search criteria.

    0
  • Jonathan March
    Community Moderator

    Drew, My apologies for the overly hasty response. I just now understood that you are talking about ticket search, not, as I too hastily assumed, a HC search on a not-yet-public HC. That would have been obvious if I'd looked carefully at the URL you posted! :(

    So... yes, indeed, that would be nice to have.

    0
  • Drew Dexter

    Do you know how I could go about getting this added to the product backlog as a feature request? I would really like to be able to do this - we have almost a dozen people in our customer service department and this would save everybody a lot of time.

    0
  • Benjamin Hudgens

    Out users all use Google Chrome and thus I created a chrome extension to help facilitate this for our company.  I published it to the store in case other's would find it beneficial.  It's not a 'great' solution - but, it's a bandaid until this feature gets implemented.

    0
  • Drew Dexter

    Benjamin, thanks for your extension. Just to make it a little bit easier for our IT department to sign off on this, can you limit the domain permissions to *.zendesk.com?

    0
  • Austin Villanueva

    Hi Benjamin Hudgens, 

    I tried using the same url you mentioned in the extension like "https://$example.zendesk.com/agent/search/1?query=" and replace it with our domain and add simple query but it doesnt work. I tried using it with opening the browser and pass the url. It goes to the search url but it doesn't populate the field and do search. Does it work in your company?

    Regards,

    Austin

    0
  • Richard Giddens

    Hi Benjamin.

    Have found your plugin very useful for doing CallerID based popups from our ACD system. Thank you!

    There is just one issue , we've found there are problems caused with having multiple zendesk tabs open in the browser.

    Is there a way to modify the plugin so there is an option to open the search in the same zendesk tab rather than a new one (I'm not a programmer :/ ) . 

    0
  • Gordon

    How would I be able to run a search for keywords within ZD tickets using this method?

    https://companyname.support.com/hc/en-us/search?query=%s

    The goal is to be able to allow our support team to easily pull up past tickets that may contain information on how to solve current issues since may similar issues pop up for different clients.

    0
  • Austin Villanueva

    Hi,

    Is there any update if url search is in a roadmap for future update? I tried the chrome plugin that Benjamin developed but it would be nice if there will be a standard way of doing a search. Using the chrome plugin works but if user doesn't use the chrome browser it would be bad and it would not be nice to the user to download several kinds of plugin for using url search. 

    I hope you put it in your road map for future update. I'm sure there will be many people that will benefits from this feature. This feature is actually exist from past and I'm not sure why it was removed.

    Thank you.

     

    2
  • Abdulrahman Ali

    Hi Drew Dexter,

    I found the solution for your issue, Just by edit your search engine to {https://XXX.zendesk.com/agent/search/1?query=%s} so when you type {z} as you manage your keyword, and space after it in the address bar you will be able to type whatever you want to search.

    Thank you for open this discussion.

    0
  • Yarden A

    Hi all,

    "query" does not work: https://XXX.zendesk.com/agent/search/1?query=%s

    "q" does work: https://XXX.zendesk.com/agent/search/1?q=%s

    Good Day

    6
  • Abdulrahman Ali

    Wow! Works like a charm in both Firefox and Chrome.

    Thanks Yarden A

    0
  • Drew Dexter

    This is terrific! Thank you!

    0

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