Searching Zendesk Support data


In Zendesk Support, you can search for data, such as ticket properties, user properties, comments, tags, messaging transcripts, help center articles, and so on by using the search tool or the search page in Support.


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Summary: ◀▼
You can search support data like tickets, users, articles, and organizations using text queries and filters. Customize search results by selecting columns and applying filters to focus on relevant information. Share search queries with others by copying links. Search results respect your permissions, showing only accessible tickets and users. This helps you quickly find and organize support data for better customer service management.




In Zendesk Support, you can search for data, such as ticket properties, user
properties, comments, tags, messaging transcripts, help center articles, and
so on by using the search tool or the search page in Support.
Administrators can search everything and agents can search the tickets and users
that they have permission to see. For example, if as an agent you are
limited to only seeing tickets in the groups that you belong to, you will
only be able to see those tickets in your search results.
This article covers the following topics:


Performing a search
About the search
results by content record type
Customizing columns in search results
Customizing search result filters
Sharing your search




Performing a search

You can perform a text search and filter your search by content record
type. As you enter your search query text, the menu suggests results
based on the text you’ve entered and any filters you’ve applied.
You can access the suggested results directly from the search menu. You
can also access a list of all results related to your query.
In addition to full text search, you can perform a search using common
search operators combined with data property keywords and values to
narrow your results.

To perform a search
In Support, do
one of the following:
To open the search tool, click the
Search icon ( ) in the top
toolbar. The search tool opens, and your most
recent searches and viewed content records appear
in a menu.

To open the search page, hover your cursor
over the +Add button, then select
Search. The search page opens.



Optionally, select a content record type to filter by in
the search tool or on the search page. If you're
using the search tool, depending on which filter
you click, subfilters might appear for you to
further refine your search.
If you’ve turned on AI agent
tickets, when you filter by Tickets,
you can use Support type to further filter
by All tickets, AI agent only tickets, or Agent
only tickets.


Enter your search term and any data property
keywords or operators you want in the
search box, then press Enter. There is a 64-word limit in a search query. As you type, results
appear that match your search term. See About search and
search terminology. Search returns only the
first 1,000 results, even if there are more
results.


Note: It can take a few minutes to index tickets,
users, and other resources, so they might not
appear in search results right away. For
newly created messaging conversations, it can take
as long as 10-to-12 minutes.


Optionally, when the search results appear, click a
content record type in the left side panel to filter
results. The search results default to showing
the results for tickets. See About the
search results by content record
type.

Optionally, click Filters to open the right-side
filter panel and apply additional filters to refine
your search.
Available filters
vary depending on the content type you've selected
on the search results page and whether you've
customized your filters.

Review your search results and do any of the
following:

Open any item in a new tab by clicking
it.

Preview any ticket by hovering over
it.

Sort results by clicking the Requested
or Updated columns, then click again to toggle
between ascending or descending order by date. You
can customize columns in the search results as
needed.


Take any of the following actions from the search
results page, as needed:
Share your search
Save your search or
access and manage saved searches
Update tickets in bulk







About the search results by content record type

Your search results are sorted into categories for tickets, users,
articles, and organizations. Each category contains different
columns, icons, and other elements, to help you identify, filter,
sort, or otherwise organize your search results.


Tickets

The Tickets category returns a list of support requests that have
your search term(s) in their subject line or comments. This
category contains the most options for organizing your
results. The Ticket category's columns display the following
relevant ticket information:



ID, the ticket's numeric identifier.

Subject, the text from the ticket's
subject line.

Requested, the date the ticket was
submitted.

Updated, the last time the ticket was
updated.

Requester, the name of the user who
submitted the ticket.

Group, the group assigned to handle the
ticket.


Each result is preceded by an icon indicating that ticket's
current status:

Closed tickets are identified by an icon ( ) in front of the subject. You can
exclude closed tickets from your results by clicking the
Filter menu and deselecting Include closed
tickets.
If you currently have a ticket open, and similar tickets is
turned on, filtering by Tickets shows you a
Similar tickets header that includes any tickets related to
the ticket you’re currently working on, if applicable.



Users

The Users category returns a list of accounts who include your
search term(s) in their names, or elsewhere in their
profiles. This doesn't include custom user fields in
profiles (see Searching custom user
and organization fields).
The results for this category contain the following columns:



Name, the user's submitted name.

Email, the user's email address.

Organization, the company or group the
user works for.

Role, the role assigned to that user
(agent, admin, end-user, and the like).

Updated, the last time the user's profile
was updated.





Articles

The Articles category returns a list of knowledge base entries
that mention your search term(s). The results for this
category contain the following columns:



Title, the article's title.

Updated, the date the article was last
updated.

Created, the date the article was posted
to the knowledge base.





Organizations

The Organizations category returns a list of organizations that
include your search term(s) in their names or elsewhere in
their profiles. This doesn't include custom organization
fields in profiles (see Searching custom user
and organization fields).
The results for this category contain the following columns:



Name, the organization's name.

Notes, any notes added to their
profile.

Created, the date the organization first
registered.

Updated, the last time the organization
updated its profile.






Customizing columns in search results

You can select and organize the columns you want to display in your
search results to focus on the data you need. Available columns are
based on the object type you’re searching for. You can include up to
10 columns in your search results. Custom fields can’t be added to
search results.
Your column customizations remain in place until one of the following
occurs, after which your search results will revert back to the
default columns:

You sign out of Zendesk
You delete your browser cache
You do a hard browser refresh
You close your browser

To customize columns in your search results


On the Search results page, click the Manage
columns icon ( ).
In the right-side Manage columns panel, the current
column selections are displayed.
Customize the columns as needed:


To add a column, click the Add column
button.


To remove a column, click the x next to
that column’s name.


To change the column order, click a column’s
grabber icon ( ) and drag it to the
desired position.



Click Apply.





Customizing search result filters

You can customize the properties used to filter your Support
search results. You can apply up to 20 filters for each object
type.
The filters available to add to a search depends on the
selected content record type.
To customize the search filter


On the left-side filter panel, Select the object type
you want to filter on (tickets, articles, users,
organization, or side conversations).
On the Search results page, click the Filters
button.

Click +Add filter and select the property you
want to add. The options that appear here depend on
the content type you've selected on the search
results page.

Select or enter the attribute on which you want to
filter.
Repeat for any additional filters you want to add, and
remove any unneeded filters by clicking the X
next to the filter’s name.
Click Apply.


The selected filters persist until one of the following actions occurs,
at which point the search reverts to the default filters:


You sign out of Zendesk
The browser cache is deleted
There’s a hard browser refresh
The browser is closed


You can save the custom filters by saving the search.



Sharing your search

You can copy search query strings you create so you can then share them
with other users. When the other user clicks the search query you
shared, the search is performed using the same query you
created.

To copy and share search queries
On the Search results page, click the Actions
menu, then select Copy link.





The search query is copied to your clipboard. You can send the query to
other users, for example, by pasting it into an email.


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