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Searching tickets

Anton de Young
  • Edited

What's my plan?

Suite allall plans

Full text searches return results from all the data in Zendesk Support. To search exclusively for ticket data, you can use ticket property keywords.

status:open

In the example above,statusis the keyword andopenis the value. This search returns all the tickets with status set to open. This of course directly maps to the ticket fields and their values.

你可以combine these keyword search statements to narrow your results even further.
status:open group:"Level 2"

This returns all the open tickets that are assigned to the Level 2 support group.

This article covers the following topics:

For a quick reference to all searchable data, seeZendesk Support search reference.

Ticket property keywords

The ticket property keywords and their values that you can use in your searches are described in the following table. Not all of the ticket data is searchable. Administrators and agents can search for tickets using these keywords.

Table 1.Searchable ticket properties
Keyword Description
Ticket ID There isn't a property keyword for the ticket ID. Instead, you simply search for the ticket by its ID number in the following format:
233
created The date, or date and time, the ticket was created. Enter date in yyy-mm-dd format.
created:2011-05-01

Search within a date or time range. Enter times usingISO 8601syntax. For example, to search for a ticket created between 10:30 a.m. and 12 p.m. (UTC) on August 1, 2014:

created>2014-08-01T10:30:00Z created<2014-08-01T12:00:00Z

For more information on using date and time in your search, seeSearching by date and time.
updated The date of the most recent ticket update.
updated>2011-05-15

For more information on using date and time in your search, seeSearching by date and time.
solved The date the ticket was set to solved.
solved<2011-06-01

For more information on using date and time in your search, seeSearching by date and time.
due_date The due date of tickets.
due_date:2011-06-01

For more information on using date and time in your search, seeSearching by date and time.
assignee The assigned agent or other entity. You can specify "none", "me", user name (full name or partial), email address, user ID, or phone number (see thephoneuser propertyfor help searching by phone number).
assignee:"Susan Warren"
submitter The ticket submitter. This may be different than the requester if the ticket was submitted by an agent on behalf of the requester. You can specify "none", "me", user name (full name or partial), email address, user ID, or phone number (see thephoneuser propertyfor help searching by phone number). SeeSearching ticket user roles.
submitter:me
requester The ticket requester. You can specify "none", "me", user name (full name or partial), email address, user ID, or phone number (see thephoneuser propertyfor help searching by phone number).
requester:amy@mondocam.com
subject The text in the ticket's subject.
subject:"upgrade account"
description The text in the ticket's description and comments.
description:defective
custom_status_id Ifcustom ticket statuses are activated, search for a specific system or custom ticket status. Specify the status by its numeric ID, which you can find on the Ticket statuses page whenediting a ticket status.
custom_status_id:2393906
status Possible values: new, open, pending, hold, solved, closed.
status
ticket_type Possible values: question, incident, problem, task.
ticket_type:problem
priority Possible values: low, normal, high, urgent.
priority>low
group Specify the name or ID of a group. Returns tickets assigned to agents who are members of the group. Examples:
group:"Level 2"
group:20663166
organization 指定组织的名称或ID。返回tickets by requesters who are members of the organization. Examples:
organization:customers
organization:22989442

你可以also specify "none" to return tickets by requesters who are not members of any organization.

organization:none
tags Specify tags that have been added to the ticket or "none."
tags:premium

To find tickets that include either of two tags, use:

tags:important tags:urgent

To find tickets that include both tags:

标签:“重要紧急”
via The ticket's source, which can be any of the following:
  • mail (from an email message)
  • get_satisfaction, get_sat, "get satisfaction" (from Get Satisfaction)
  • closed_ticket (from a followup ticket)
  • ticket_sharing
  • dropbox (from the Zendesk Feedback Tab)
  • chat (from Chat)
  • twitter_dm, "twitter dm", "twitter direct" (from a Twitter direct message)
  • twitter_fav, twitter_favorite, "twitter favorite" (from a Twitter favorite)
  • twitter_like, "twitter like" (from a Twitter like; alias of twitter_fav)
  • twitter (from any Twitter method including direct message and favorite)
  • voicemail (from a voicemail message)
  • phone_call_inbound (from an inbound phone call)
  • phone_call_outbound (from an outbound phone call)
  • phone (from voicemail, CTI, or an inbound call)
  • sms, text, "text message" (from a text message)
  • api (from API call or integrated web service)
  • logmein, logmein_rescue, "logmein rescue" (from LogMeIn)
  • facebook_post, "facebook post" (from a Facebook wall post to a page)
  • facebook_message, "facebook message" (from a Facebook private message to a page)
  • facebook (from any Facebook method including private message and wall post)
  • web, "web form" (from a web form)
  • mobile_sdk (tickets created using the Zendesk mobile SDK)
  • "any_channel" (from the channel framework)
  • native_messaging (from the messaging channel)
via:phone
commenter 添加评论的票的人。你可以specify "none", "me", user name (full name or partial), email address, user ID, or phone number (see thephoneuser propertyfor help searching by phone number).
commenter:"Mike"
cc People who have been CC'd on tickets. You can specify "none", "me", user name (full name or partial), email address, user ID, or phone number (see thephoneuser propertyfor help searching by phone number).
cc:amanda@mondocam.com
fieldvalue Search for a specific value in any custom ticket fields by using thefieldvaluekeyword. For example:
fieldvalue:12345

This returns all the tickets that have a custom field with the value "12345."

For drop-down custom fields, search for tags associated with the field value you want to find.

For checkbox custom fields, you can search for tickets with the field checked or unchecked. For example:

custom_field_:checked
custom_field_{id} Search for a value of a specific custom ticket field. Specify the field by its numeric ID, which you can get from the URL of the Ticket Fields page in the admin interface or with theTicket FieldsAPI. The syntax iscustom_field_ < custom field ID>:. Example:
custom_field_455214213:shoes

SeeSearching custom ticket fields.
brand Search for a specific brand on a ticket using the brand name or the brand ID. A brand with two or more words requires quotation marks. For example:
brand:Nordstrom
Or
brand: "Banana Republic"

Or

brand:<ID number>
has_attachment Search for all tickets with or without attachments usingtrueorfalse.

To search for tickets with attachments:

has_attachment:true

To search for all tickets without attachments:

has_attachment:false
form Search for all tickets created with a particular ticket form.

If the name of the ticket form includes multiple words, use quotation marks. For example:

form:"default ticket form"

If the name of the ticket form is a single word, you don't have to use the quotation marks. For example:

form:legal
recipient Search for all tickets created with a particular recipient.
This only works for Zendesk support addresses (the ultimate destination) of emails forwarded from external addresses.
recipient:support@yoursubdomain.zendesk.com
comment Search for text within a ticket's comment.
comment:fancy

To search for an exact match within the comments of a ticket, use double quotes.

comment:"fancy things here"

All of the ticket property keywords can be used in search statements alone, in combination with other ticket property keywords, or with thetypekeyword (see Using the type keyword).

Searching ticket user roles

Users have various roles on tickets (requester, assignee, etc). These user roles can be searched by the user's ID, their name (partial or full), or their email address, as in these examples:

requester:52789480 submitter:amy assignee:"amy moore" requester:amy@mondocam.com

Notice that none of these searches required the ID, or name, or email to be explicitly declared. Each of these keywords accepts all of these user identifiers.

Searching custom ticket fields

你可以search for a specific value in custom ticket fields by using thefieldvaluekeyword. For example:

fieldvalue:12345

This returns all the tickets that have a custom field with the value "12345."

If your custom field assigns a tag to the ticket, you can also search for custom ticket fields using the tags that you assigned to the custom field. For example, if you created a drop-down list, you can search for the tags assigned to each list box item.

To search for specific drop-down list selections, you use thetagskeyword.

tags:product_question

This applies to the custom field types that can be assigned tags: the drop-down list and the checkbox. The checkbox custom field can include a tag to indicate that the user has clicked the checkbox.

All of the other custom fields types except the lookup relationship field (text, multi-line text, numeric, decimal, regular expression) can be searched by the text or number values submitted by ticket requesters. For example, if you added a numeric custom field to the support request form to collect demographic information such as age, you can search for the numbers that the requesters entered in the form (type:ticket "18").

Searching by the lookup relationship field is not supported.

Additionally, you can search only a specified custom ticket field using its ID (found on the Ticket fields page inAdmin Center > Objects and rules > Tickets > Fields). For example:

Syntax Example

custom_field_<custom field ID>: <phrase>

custom_field_1413:new

返回a list of tickets where the custom ticket field with ID 1413 includes the phrase"new".

-custom_field_<custom field ID>:*

-custom_field_1413:*

返回a list of tickets where the custom ticket field with ID 1413 is blank.

custom_field_<custom field ID>:*

custom_field_1413:*

返回a list of tickets where the custom ticket field with ID 1413 is used, and not blank.

Searching for ticket attachments

你可以use the following keywords when searching for ticket attachments.

Table 2.Ticket attachment keywords
Keyword Description
has_attachment You use this keyword to search for tickets that either do or not contain file attachments. There are two valid values for this keyword:trueandfalse.
has_attachment:true
has_attachment:false
attachment_name 你可以also search for a file attachment by name.
attachment_name:image001.jpg

Searching for tickets with a specific ticket form

你可以search for a ticket form and get results for all tickets where that ticket form is applied. For example, the following search returns all tickets that use the Change Request ticket form:

form:"Change Request"

Searching for tickets by telephone number

To locate a user's tickets based on their phone number, you can use a search statement like this:

requester:+14154187506 status:new

This works with all of the ticket user roles:submitter,requester, andassignee.

Searching for yourself

Themekeyword value allows you to search user properties in tickets where the value is your own user account (as the currently logged in user).

assignee:me
This works for all the user role properties in tickets:
  • requester:me
  • submitter:me
  • assignee:me

For information about searching for user profile data, seeSearching users.

Ordering and sorting ticket search results

Search results can be ordered and sorted using theorder_byandsortkeywords.

You need to use both of the keywords together in a search statement, as in this example:
status:new order_by:updated_at sort:asc

Here are the valid sorting and ordering keyword and value pairs that you can use:

  • sort:asc
  • sort:desc
  • order_by:priority
  • order_by:status
  • order_by:ticket_type
  • order_by:updated_at
  • order_by:created_at

All of theorder_byandsortkeyword/values pairs can be used when searching ticket data.

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    48 Comments

    • Dave Quenzer

      Hi Team, is there a way to search for tickets that have multiple responses? For example, if a customer responds with a follow up question after receiving an initial answer. I've searched on follow up and found lots of info about tickets that are created subsequent to a closed ticket. That's not what I'm after. I'm looking for tickets that have multiple responses in a single ticket. Thanks.

      0
    • sorin

      @...we've been working on aZendesk search applately and we're planning to add filters for tickets that have multiple-responses soon.
      The app is available on Zendesk's apps marketplace and you can give it a free tryhere.

      0
    • Kate Ambash

      I have multiple brands for my organization and I need to see a list of all tickets for one brand. Is a view the best way to do this? Or how might I search for this?

      0
    • Dave Dyson

      Hi Kate,

      你可以use brand as a search criteria (look for "Nordstrom" in the article above), but creating Views for each brand will probably save you time in the long run. Look for Ticket:Brand in the list of criteria when creating your View – for more information, seeCreating views to manage ticket workflow

      0
    • Kate Ambash

      @...When I create the view using Ticket: Brand and then also Group, it doesn't give me all tickets. I tried adding every status and i'm still only given open tickets.

      Is there a way to create a view to see all historical tickets?

      0
    • Bilyana Ivanova

      Is there a way to sort by requester? We get a lot of repetitive messages (error reports) and sometimes the requesters send more than one. I need to know how many reports there are and was wondering if there is a way to either:
      1. exclude messages from same requesters to leave only one request shown per requester OR

      2. sort by requester names so I could at least have a chance of counting through when same names are shows in clusters.

      0
    • Jason Schaeffer
      Zendesk Customer Care

      Hello Bilyana,

      Thanks for reaching out! Your best bet in that case would be taking advantage of the Advanced Search feature which allows you to get more granular I.E. Searching by specific user. Additionally when you make a search you can filter by Subject so if the requester is making several tickets with repetitive messages it would be an easy way to isolate the tickets you wish to see. Please refer to the article below:

      https://support.zendesk.com/hc/en-us/articles/217385687-Using-Zendesk-Support-advanced-search#topic_v5y_pp3_y5

      Thanks!

      Jason Schaeffer| Customer Advocate |

      0
    • Yaniv Dayan

      Hi,

      How can I search for no data on a custom field single text line?

      For example, I have a custom field named Company Name, and I wish to get all tickets that have no company name?

      I've tried searching for

      custom_field_360015212345:none ==> gives zero results.

      -custom_field_360015212345:Microsoft ==> gives all results but Microsoft, and I can't sort it by the custom field.

      0
    • Dave Dyson

      Hi Yaniv –

      Great question, and you're almost there! Here's how to search for tickets with a blank text field (assuming the blank text field's ID is 360015212345):

      -custom_field_360015212345:*

      And as a bonus, note that

      custom_field_360015212345:*

      will return any tickets where the value of the text field isnot空白。

      0
    • Yaniv Dayan

      Hi Dave,

      That's great, thank you!

      Can you update this valuable information to this article, and also to "Zendesk Support search reference"?

      0
    • Dwight Bussman
      Zendesk Customer Care

      @...@...- I think the reason this search wasn't included in the Search Reference article is that this specific command doesn't seem to return archived tickets, whereas other search commands do.

      1
    • CJ Johnson

      -custom_field_360015212345:*

      And as a bonus, note that

      custom_field_360015212345:*

      will return any tickets where the value of the text field isnot空白。

      The second one refuses to work for me, is this still valid? I'm going bananas trying to exclude tickets where a custom field is blank, nothing seems to work.

      0
    • Amelia

      Is there a way to search a Twitter handle. This information is under the end user section. Can we set it as a custom search? We can currently search the twitter username which shows as the requester but this is different than the handle that shows under end user information. Please help!

      0
    • Abraham K.
      Hi CJ: For custom fields there is not an operator that I have found currently active to test for a NULL value in either text or multiple select field types. Currently search operators only exist to match a specific text string to a text field entry and to search for the presence of a specific tag value from a custom field.

      Hi Amelia: Unfortunately the Twitter handle information from the contact details in a User profile do not populate into search information at all at this time.
      0
    • CJ Johnson

      Hi Abraham,

      Thanks, but I'm not asking for a search operator that finds where it's a NULL value, I'm asking for the opposite. I want to return all tickets where the custom field has any value. This suggestion, no longer seems functional:


      0
    • Abraham K.
      嗨CJ,很抱歉误解站在我这一边your question. I've gotten confirmation that the use of the Wildcard (*) operator in that search command does not work standalone. If you were to have a search command with "custom_field_360015212345:B*" that would return all entries with text that started with B if that were a Text field, but given the context of what you are describing I understand that may not give you the functionality you want.
      0
    • CJ Johnson
      • Edited

      The article now explicitly includes these methods, which still don't work? I tried both and got the same results I got 2 months ago.
      Edit: The culprit this time turned out to be that the ticket fields page, adds a space to the id when you copy it, even though it doesn't look like it when you highlight the number. Just a weird UI copy/paste issue! This works fine if you don't include a space. :)

      -1
    • Dwight Bussman
      Zendesk Customer Care

      HeyOCJ Johnson- if you're seeing results that differ from our documentation, pleasecontact Supportto look into that further

      0
    • Joel Hellman

      About that "wildcard search on values for specific custom fields as documented today:"The article is still not correct here. AsAbraham K.from Zendesk said

      嗨CJ,很抱歉误解站在我这一边your question.I've gotten confirmation that the use of the Wildcard (*) operator in that search command does not work standalone.If you were to have a search command with "custom_field_360015212345:B*" that would return all entries with text that started with B if that were a Text field, but given the context of what you are describing I understand that may not give you the functionality you want.

      When I need this today, I noticed the wildcard syntax * doesn't work for date fields, nor the negation. I could try all combinations for all field types (text, date, tagger, etc) and summarize it - but maybe someone from Zendesk could just look into this, then update the article with the correct answers with the nuances needed? That would be great! :)



      1
    • Heather Rommel
      Community Moderator
      The Product Manager Whisperer - 2021

      Does anyone happen to know how to search for the Submitter ROLE? Like submitter:"light agent" or submitter_role:"light agent" ?

      I can't seem to find any reference to search for this.

      1
    • Tony Jansson

      Hi,

      1 requester can have several tickets with "new" status awaiting to be assigned.

      Lets say there are a total of 100 tickets.

      40 of those are connected to only 4 requesters.

      Is it a way to find only tickets for those 4 requesters by:

      1) search for users that have more than 1 "new" tickets awaiting?

      Or

      2) search for tickets, that is connected to a users that have more new tickets pending?

      The goal is to find users that might have sent new request, that is connected to the original one.

      0
    • Eric Benson

      On the Team plan. Is there a way to search for tickets created in a certain date range but only find tickets that were modified before or after certain times of day? For example, all tickets created from Jan 1 to Jan 7 that were modified before 8am or after 5pm. (outside business hours)

      I don't see a way to do that with the search parameters on this page.

      1
    • Dane
      Zendesk Engineering

      Heather Rommel,

      The roles that can be used on searching tickets are only for the user roles in the actual ticket, ie, submitter, requester and assignee. User Roles like Admin or Agents is not part of the search scheme.

      Tony Jansson,

      你可以try to use requester:[Name] Status

      Eric Benson,

      你可以try to useZendesk Support advanced search.

      0
    • Heather Rommel
      Community Moderator
      The Product Manager Whisperer - 2021

      Hi there, We should have the ability to search by role for Agents, not just End Users! We currently use the Exporter App and/or the Super Admin app to help us do the things we would expect from the UI...

      1
    • Dane
      Zendesk Engineering

      Heather Rommel,

      我同意你的看法。事实证明,我们don't have this capability yet. Feedback like this helps us to continuously improve our service.

      I'd recommend creating aCommunity postseparately 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.

      0
    • Maky

      HiHeather Rommel

      If you know the "Group ID" that the user can be in you can do this search:

      "Mauro" group_id:24908185

      Was no so easy to arrive to this conclusion...

      Best regards.

      Maria

      1
    • Heather Rommel
      Community Moderator
      The Product Manager Whisperer - 2021

      Maky

      Wow, thanks for that! I went tohttps://MYDOMAIN.zendesk.com/api/v2/groupsto grab the group IDs.

      I'm thinking I might rope one of my coworkers to grab the JSON and give me the full list in csv so I can actually work with it.https://MYDOMAIN.zendesk.com/api/v2/groups/GROUPID/users

      0
    • Dave Dyson
      Fwiw, there are some online JSON-to-CSV converters that say they're secure.
      0
    • Erik Greenwood

      How specifically, can I search for archived tickets? I have tried views and searches without luck.

      0
    • Dwight Bussman
      Zendesk Customer Care

      heyO Erik - there isn't a specific search filter toonlyshow archived tickets, but searching for tickets with a status of closed that were updated before 120 days in the past should return those:

      type:ticket status:closed updated<2022-01-11 other search keywords

      (2022-01-11 is 120 days ago if searching today)

      Please feel free tocontact supportif this isn't working for you.

      0

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