Note: Support tools below are only available to existing customers on certain plans. We are not able to change your plan to add these features, but if you have questions please reach out to our support team by clicking the "?" icon in the bottom-left corner of your window.
Whether you have fifty, a hundred, or over a thousand tickets, you need an easy way to search and sort them. Whether you’re looking for a specific ticket or need to view a whole group, you have several options.
Search parameters are made up of field:value pairs. For example, to find all tickets assigned to you, you would search for assignee:me.
Search parameters
| Field | Value(s) | Description |
|---|---|---|
"Custom Field" |
none"Field Value" |
Select tickets based on values for any ticket field you create. Use * as a wildcard. |
from |
joe@example.com"Person’s Name" |
If you’re looking for tickets submitted by someone specific, you can search for the person’s name or email address. (note: if the email address contains a '+' character, you should enclose it in quotes: ""email+alias@web.com"") |
status |
opencloseddeletedspam |
Ticket status |
assignee |
any (default)meothers (anyone but you)noneagent@example.com"Agent Name""Queue Name" |
Agent or Support Queue the ticket is assigned to |
queue |
none"Queue Name" |
Support Queue the ticket is associated with. If a ticket was first assigned to a queue and then to an agent, this remembers which queue it was assigned to before. |
number |
12345 |
Find a specific ticket by ticket number |
channel |
email contact satisfaction API portal android ios |
Which type of source the ticket was created in (e.g., email or web) Contact - Tickets through the new Contact widget Satisfaction - Tickets created from NPS responses API - All tickets that come in through an API connection Portal - Through the widget on your Web Portal Android - Tickets that come through the Android SDK iOS - Tickets through the iOS SDK |
created |
todayyesterdayweekmonthyear |
Relative time ago when the ticket was created |
created_start |
"YYYY-MM-DD" |
Display tickets created on or after this date |
created_end |
"YYYY-MM-DD" |
Display tickets created on or before this date |
updated |
todayyesterdayweekmonthyear |
Relative time ago when the ticket was last updated |
updated_start |
"YYYY-MM-DD" |
Display tickets updated on or after this date |
updated_end |
"YYYY-MM-DD" |
Display tickets updated on or before this date |
sort |
updated (default)createdreply |
Sort tickets by another parameter |
order |
desc (default)asc |
Ticket sort order |
Ticket Fields: You can also search for tickets using ticket fields. So if your ticket field is Country and one of the predefined values is India, you would search…
"Country":"India"(quotation marks must be included around the custom field and around the predefined value you’re searching for.)
You can do the same thing with Ticket Fields without predefined values.
"Country":"I don’t have one"
You can also search for ticket fields that have been left blank.
"Country":"None"
- Sign-in problems
- I need help
- Joe said
assignee:me status:open updated:yesterday
Searching for tickets created or updated between date ranges: You can also search for tickets that were created or updated within a specific date range.
created_start:"2014-03-01" created_end:"2014-03-07"
Negating search parameters: Any of these search terms can be negated. For instance, to search for all tickets not from joe@xyz.com, you would put a hyphen before the term.
-from:joe@xyz.com-updated:yesterday-assignee:me
Searching within a parameter: Maybe you want to search for tickets assigned to either Mary or Joe. Or you want to view tickets marked as deleted or spam. You can do this by simply inserting a comma.
assignee:joe,maryupdated:today,yesterdaystatus:deleted,spam
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