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How do I search for tickets marked with this check box?
Answered
Posted Feb 21, 2023
We have this check box in our Zendesk sidebar but I don't know how to search for past tickets where this box was ticked. Does anyone know what the filter search criteria is for these checkboxes?
Screenshot here: https://i.imgur.com/PUGkLM8.png
(My image was a png and under 2MB but it still wouldn't allow me to upload it.)
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6 comments
Lizabeth Felice
Hi Sam!
When you create the field, ensure you added a tag to the field. If not you can go back and add a tag that you will use in the following steps.
In order to view this within Zendesk, you need to create a view as follows:
Conditions
Tickets must meet all of these conditions to appear in the view
Type > is not > Task
Tags > Contains at least one of the following > (tag you created in checkbox field)
(Select name of new Checkbox) > is > Checked
Then you should test a ticket by checking off your Checkbox and submitting the ticket as Solved to ensure it ends up in that view.
Hope this helps!
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Sam Graves
It seems no tags were associated with the checkbox when it was set up. I thought the view would work by simply selecting TrainingMaterial > Is > Checked. I can set up the checkbox so that a tag is added but, are all of the tickets we've historically checked just lost and unretrievable? No matter how I search for these, the "Preview" search returns, "No tickets match your conditions".
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Gabriel Manlapig
You can search for a specific value in custom ticket fields by using the
fieldvaluekeyword. For checkbox custom fields, you can search for tickets with the field checked or unchecked.For example:
For more information, please see this article: Searching tickets
I hope this helps!
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Sam Graves
Unfortunately, I am still seeing 0 results when using that search query.
I am going to Settings > Objects and Rules > then using the corresponding "Field ID" for this check box. Then I use the magnifying glass search field and use the example you provided above:
custom_field_<5664670174221>:checked
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Gabriel Manlapig
Kindly to try to remove this < > and try it again. It should look like this:
custom_field_5664670174221:checkedWe tried this on our end, and it is working just fine even the checkbox doesn't have associated tags. For reference, please see sample screenshot below:
I hope this helps!
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Sam Graves
That did it. Thank you.
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