Search criteria should be added to URL

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48 댓글

  • Rachel Homer
    댓글 작업 고유 링크

    This was the link that we used to use: https://networxonline.zendesk.com/search?query=email@address.com

    It is just a blank page now.

    1
  • Christian Malcolm
    댓글 작업 고유 링크

    This used to work beautifully and was so simple and flexible and I really can't see why they couldn't implement this as an easy fix right now.

    Say you were looking for recent tickets from someone called Alan, the URL would go like this:

    https://megatron1.zendesk.com/search?query=name:%22alan%22&commit=Search

    You could search by name, by ticket number, by email address, by organisation...

    If I want to do that now, I have to do that in two steps. I start with triggering the search: https://domain.zendesk.com/agent/search and I have to click in the search box and put in a string: requester:"alan" updated>6months status:open status:hold status:new status:pending status:solved order_by:updated_at sort:desc

    It would be so simple to just put all of this in the URL. I wish is Zendesk would consider it. How much faster will it be to find tickets from outside the webpage?

    3
  • Israel Gonzalez
    댓글 작업 고유 링크

    What's the status on this? Our ZenDesk classic search hack has stopped working a few weeks ago. It's been about three years now since this issue was raised. I would imagine something would have progressed by now. Not being able to search by appending a search variable to the URL is a little ridiculous. Can I get an update as to where this is on the road map as of today. Cheers.

    3
  • Michael Wojtaszek
    댓글 작업 고유 링크

    This feature would allow us to create a rudimentary link between our production environment and ZD, saving my agents a TON of time. Please let us know if / when you may begin working on this.

    1
  • Kyle DuPont
    댓글 작업 고유 링크

    +1
    A needed feature for us as well.

    1
  • Aman Loomba
    댓글 작업 고유 링크

    Hi ZenDesk! This is a pretty great example of you not understanding how your customers actually use the product. 

    I'm sure your application developers have a great excuse for why you can't search by URL anymore... and how the new application is so much cooler and better and doesn't need that anymore. Or it's more secure because it's not being passed data from wherever your silly users want to pass it data.

    I mean, it's not REALLY about the URL. It's about us using other systems to "deep link" into important areas we need to use... right? Like directly to a particular User ID's history of tickets... or a popular search term... from external applications. 

    It's time... for every one person voting and posting here you have 6 other customers hitting a roadblock on this and wondering why something like that isn't available. Maybe you figure you can sell it to us somehow? 

    3
  • Benjamin Hudgens
    댓글 작업 고유 링크

    I whipped up a tiny chrome extension for our company that facilitates bookmarking searches.  It would really be ideal if we could get native support for this feature.

    1
  • Christian Malcolm
    댓글 작업 고유 링크

    Benjamin, this is awesome, you're a genius! Your extension works like a charm and is going to be a huge timesaver.

    I can't understand why Zendesk go out of their way to disable the link between URL and the search feature, especially when it worked so well before. This is a typical scenario I have many times a day, and I can't imagine that I’m alone in wanting to get to tickets quickly from outside the Zendesk webpage.

    So, my phone will ring and I'll see it's a client called Peter Jones. Now, I can just whip the name Peter Jones into my URL script (I use Launchbar for that side of it) and it generates this URL for me:

    https://*yourdomain*.zendesk.com/agent/search/1?query=requester:%E2%80%9Dpeter+jones%E2%80%9D%20updated%3E6months%20status:open%20status:hold%20status:new%20status:pending%20status:solved%20order_by:updated_at%20sort:desc

    So right away, I have the exact view I want, within a second or two of thinking it:

    • I can see all tickets by Peter Jones
    • within the last 6 months (can be changed)
    • that are still open, pending or on hold (can be changed)
    • in the order that we last worked on them

    The best part is - I only need to type: Peter Jones to get there.

    Another scenario - my phone rings and it's a client from company called Acme. I use a slightly different URL script (still through Launchbar) and end up with:

    https://*yourdomain*.zendesk.com/agent/search/1?query=organization:acme%20status%3Cclosed%20updated%3E12month%20order_by:updated_at%20sort:desc

    And now I can see all the *active* tickets from the Acme organisation from the last year, in date order. Just by typing in one word: Acme.  This was how it used to be and finally we have functionality back!

    Zendesk, are you watching? The removal of this feature was totally unnecessary and clearly it's technically possible to do. Wouldn’t it be in your own interest to make your product more efficient? 

    Now although this new extension is amazing and does an awesome job, there’s one small detail that prevents me from using it right now, and I’m really hoping that’s something that can be tweaked.

    Don't know if you're using it, but Zendesk came out with an extension called Zendesk Quicktab - https://chrome.google.com/webstore/detail/zendesk-quicktab/imgmkpifcfhbfdklogcpdnkohifklebb . I am a huge fan of this extension and its purpose is to keep all the Zendesk URL requests in one tab in Chrome.

    So, I quite often get to a ticket by activating a URL outside the browser (a link in an email, or a call from my Launchbar app). With the Zendesk Quicktab extension, each Zendesk URL opens up in my main Zendesk Chrome tab, and creates a new sub-tab within Zendesk. This works really well and keeps all my open tickets together and doesn’t swamp my browser with extra tabs.

    Unfortunately, Zendesk Quicktab and Zendesk Search Bookmark Enabler seem to cancel each other out right now.  So, it's either Zendesk Quicktab and have all URLs trigger in the one Zendesk tab, or it's Zendesk Search Bookmark Enabler and have lots of Zendesk tabs open up.

    Benjamin, is there anything you can do to fix that? I’m assuming that the Zendesk Quicktab has a very simple and small bit of code. Is there any way you can incorporate that into your extension?

    Then, a Zendesk URL from the outside would trigger a search within the pre-existing Zendesk tab that I already have.

    In any case, Benjamin, thank you so much for putting this together and telling us about it. It’s an excellent demonstration of how efficient Zendesk search could be and it shows Zendesk that they really have no excuse not to allow searches from the URL. Thanks for this!

     

    Kind Regards,
    C Malcolm

    0
  • Robert Orzanna (Sheetgo)
    댓글 작업 고유 링크

    Benjamin, you are my local hero for this month! Just tried your extension and works like a charme! :-)

    Thank you so much.

    0
  • Dmitry Kholodkov
    댓글 작업 고유 링크

    I am currently blocked with my Machine Learning project that enables detection of dynamic correlations in large numbers of thickets. I need to be able to drill in with dynamic query parameters from visualizations. Zendesk must enable its customers to be able to build innovative AI solutions.

    I would hate to mine the data from Zendesk API and then implement my own page for this project. Very sad.

    +1

    0
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Thanks for that feedback, Dmitry. 

    0
  • Vitaly Fedrushkov
    댓글 작업 고유 링크

    +1

    For us having search just bookmarkable wouldn't solve the problem. We have migrated several ZD instances to one and numerous systems contain links to old tickets.

    What we have is 

    https://[old].zendesk.com/agent/tickets/123456

    All what we can do is to rewrite it to 

    https://[new].zendesk.com/agent/search/1?query=tags:migrated%20subject:[123456]

    Which should at list get us to search page with single result (if not the ticket itself)

    Having people install Chrome Extension for the purpose is not an option.

     

    The fruit is hanging REALLY low because the following already works:

    https://[new].zendesk.com/api/v2/search.json?query=tags:migrated%20subject:123456

     

    Please count me in for this feature.

    0
  • Yannick Laurent
    댓글 작업 고유 링크

    +1

    0
  • Nilo Rivera
    댓글 작업 고유 링크

    +1  This feature would be very useful.  We want our agents to be efficient with the zendesk interface, without us having to query with an API and show results in our other internal subsystems. Thanks.

    0
  • UserAdmin #55555
    댓글 작업 고유 링크

    This is AWESOME news!
    You just made a lot of users and admins very, very happy!

    1
  • Christian Malcolm
    댓글 작업 고유 링크

    Amazing!  I can't believe URL deep linking is back!

    Mark, I see you came on to tell us about the ability to copy a search with a new icon, but what's blowing the circuits is the return of a feature that was taken away many years ago that has been sorely missed.  That is, the ability to perform a search in the URL.

    It works again!

    If you used it before, you now just use 'q' instead of 'query', but you can integrate all the search criteria into your URLs now. This is going to save so much time. I realise that Benjamin Hudgens whipped up a Chrome Extension that did this almost a year ago, but it's still great that Zendesk is natively supporting it now.

    So, now, if I want to find recent tickets from my client Joe, that are not closed yet and in date order, I just add the word 'Joe' in my URL script and get there right away:

    https://yourcompany.zendesk.com/agent/search/1?q=requester:%E2%80%9Djoe%E2%80%9D%20updated%3E6months%20status:open%20status:hold%20status:new%20status:pending%20status:solved%20order_by:updated_at%20sort:desc

    Effectively, the only bit that changes above is the word 'joe' and you can apply it to different people.  Or a script like this to view tickets in date order from a particular organisation within the last year:

    https://yourcompany.zendesk.com/agent/search/1?q=organization:acme%20status%3Cclosed%20updated%3E12month%20order_by:updated_at%20sort:desc

    Again, just swap out 'acme' for the company you're searching for.  The list of instant searches you can now perform away from the Zendesk windows is now very long.

    This is great. Crazy overdue, but still glad and grateful to have this back.

    Kind Regards,
    C Malcolm

    1
  • Michael Wojtaszek
    댓글 작업 고유 링크

    This is encouraging news! Is anyone aware of official documentation from Zendesk spelling out what can be included in the search URL and how the request should be formatted?

     

    Mike

    0
  • Ayaire Cantil-voorhees
    댓글 작업 고유 링크

    This is fantastic! 

    What is the syntax for an inclusive or? I need to create URL's that will pull any of a list of specified tickets.

    0

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