Zendesk Support search reference


This article contains tables listing and describing data property keywords and values that can be used, along with common search operators, to narrow your search results. There are also sections describing more advanced search methods and formatting.


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This article contains tables listing and describing data property keywords and
values that can be used, along with common search operators, to narrow your
search results. There are also sections describing more advanced search
methods and formatting.
This article is for admins with full access to the data in Zendesk Support. If
you're an agent, start with Searching Zendesk data and
refer back to this reference article if you want to perform more advanced
searches.
This article includes the following topics on search:


About search and search terminology
Searching for
properties that contain no data
Searching by date
and time
Sorting search
results
Using the 'type'
keyword


This article includes the following reference tables:

Search
operators
Ticket property
keywords
User property
keywords
Organization property
keywords
Group property
keywords
Satisfaction rating
searchable values



About search and search terminology

You can narrow your search results by using data property
keywords, operators, and search terms:



Search terms are the words, phrases, or values
you are searching for. See About
search terms.

Data property keywords indicate that you are
restricting a search to one or more specific data
properties. See About property keywords.

Operators are symbols used to modify the keywords
and focus the search. See Search
operators.




About search terms

Search terms are user-defined words, phrases, or values.
Examples:


3245227
Greenbriar
serial number
"Jane Doe"


Search terms can include any string, including user,
organization, or group names. For example, you can search
for "vip" to list all users tagged as VIPs. However, the
results also include other data that match the term "vip."
For instance, if an organization has "vip" in its name, such
as "Midwest VIP Transportation" or "Viper Reptile
Supplies,", it appears in your search results even if it
doesn't have the VIP tag.
Search terms are case-insensitive. For example, "App" and "app"
return the same results.
A single-word search term returns a result if it appears in the
data as follows:

a single word
a single word in a longer phrase
the prefix of a longer word

The search term will not return a result if it appears in the
data as follows:

in the middle of a word
at the end of a word

For example, the search term "top" would match "top", "top tier",
"Top Ten Trucking", "Tip-Top Mops", "Big Top Entertainment",
and "Dessert Toppings, Inc". It would not match "Desktop
Solutions" or "One-Stop Publishing".
Search terms can consist of multiple words. There is a 64 word
limit in a search query. If submitting multiple search
terms, search has a default AND behavior, rather than an OR
behavior. For example, searching for the following phrase
returns results only if all of the words are present,
in any order. Please upgrade my account

Enclose the words in double quotes if you want the search to only
return exact matches. For example: "Jane Doe." You can omit
the quotes, in which case search reverts to AND matching
logic. In other words, all the words must be present in the
record in any order for a match.



About property keywords

You can narrow your results by combining property keywords
with search terms and operators. For example:

status<solved

A property keyword is the name of a property in a ticket, a user,
an organization, or a group. Examples:

assignee
created
name

See the following property keyword references for all the
properties and details about each:


Ticket property keywords
User property keywords
Organization property keywords
Group property keywords


Example property searches:







Search
Property keyword
Returns




priority>normal
priority
Tickets with a priority of high or
urgent


subject:2fa
subject
Tickets with the search term 2fa in the
subject


email:jdoe@example.com
email
The user with the email
jdoe@example.com




Some properties have predefined values. For example, the ticket
status property has the following predefined values: new,
open, pending, hold, solved, closed. You can only search by
these values. Example search: status:open.
See the property keyword references for details about each
property.
Other properties accept user-defined search terms. Example:
subject:2fa. See About search terms. The same
matching rules apply for property searches with the
exception of prefix matching. Results are not returned if
the search term appears as the prefix of a longer word. For
example, the search term "tier" would return results for
"tier 1" and "tier 2" but not "tiered".
You can search for multiple values of a single property by
including the property keyword multiple times in a query.
Example:

tags:silver tags:bronze

Search uses OR logic for matching in this case. The previous
example returns results that contain either the tag "silver"
or the tag "bronze."
You can combine these keyword search statements to narrow your
results even further. For
example: status:open group:"Level 2"

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



Example search

The following search expression looks for anything with the tag
"vip" that was created before May 1, 2019:

tags:vip created<2019-05-01

How it works:

tags is a property keyword indicating
you're searching only within a specific data
property, in this case a tag.

: is the "equal to" operator indicating
the tag property value needs to be equal to
the subsequent search term. Note that there's no
space before or after the :.

vip is the search term.

created is a property keyword indicating
you're searching the created data property
for items created relative to a certain date.

< is the "less than" operator
indicating you're searching for records created
before a certain date.

2015-05-01 is a search term indicating
the date you want to use.






Searching by date and time

The date property keywords created, updated, solved,
and due date can be combined with search operators to return
data from a specific date, before a certain date, and after a
certain date. To search dates in any locale, use the format
YYYY-MM-DD. You can also use locale-specific formats such as
MM/DD/YYYY in the United States.
To search for data before a certain date, use the less than (<)
operator: created<2011-05-01

To search for data after a certain date, use the greater than (>)
operator: due_date>2010-01-10

To search for a specific date, use the equals (:)
operator: solved:2010-01-10

You can also use the <= or >= operators to indicate
less-than-or-equal-to and
greater-than-or-equal-to respectively.


Searching with combined dates and times

You can specify a combined date and time using ISO8601 syntax:
created>2015-09-01T12:00:00-08:00
updated<2015-09-01T12:00:00Z

The first example above searches for anything created after
September 1, 2015 at 12:00 p.m. (Pacific Standard Time).
The second example above searches for anything updated before
September 1, 2015 at 12:00 p.m. (UTC).



Searching within a date/time range

You can search within a date range, for example August 2, 2014
through August 4, 2014, using the following search
statement:
created>2014-08-01 created<2014-08-05

You can also include specific times in your search range. The
following example searches for anything created between
August 1, 2014 at 11:59 p.m. (UTC) and August 4, 2014 at
midnight (UTC):

created>2014-08-01T23:59:00Z created<2014-08-04T23:59:59Z




Searching with relative times

You can search for a time relative to the present time, using the
time units hours, minutes, days,
weeks, months, or years. The
following search returns anything created in the last four
hours:

created>4hours





Sorting search results

You can sort your search results by field, in ascending or descending
order, using the following keyword phrases:
order_by:field

sort:asc or
sort:desc



Sorting is available on the following fields:
created
commented
priority
status
ticket_type


Using the order_by and sort keywords is
equivalent to using the API parameters sort_by and
sort_order.



Searching for properties that contain no data

You can search properties that contain no data using
none as the search term, along with the
group, tags, via, organization,
or assignee keywords. For
example: assignee:none

This returns all unassigned tickets.



Using the 'type' keyword

You can use the type keyword to narrow your
search results. It is used to explicitly declare that you want to
search for one of the following types:


ticket
user
organization
group


Using the type keyword means that you are explicitly
searching on the type you specify. For example, you can search for
all the users that belong to the customer's organization using this
search statement:

type:user organization:customers

If you instead searched for organization:customers you
would also get all the tickets that have requesters who belong to
this organization. This is because searches that do not explicitly
specify type return results for all types, including tickets (and
organization is a ticket property).
Using type:user, your search returns all users that
belong to the Customers organization. So, you're narrowing your
search to the user type and excluding tickets.
While organizations and groups are properties of the user object, they
have their own properties that can be searched as well. The
following query allows you search only for organization tags,
excluding tags of the same name that may be used in other elements
of your Zendesk Support instance such as tickets and forum
topics.

type:organization tags:premium




Search operators

You can use the following search operators to build your search
statements.
Important: When using operators in
your search queries, you must not enter a space
before or after the operator. For example, entering
updated<2025-07-04 uses
“updated” as the operator, while updated <
2025-07-04 searches for the word
“updated”.




Table 1. Search operators






Operator
Description




:
The colon indicates that the given field should equal the specified
value. status:open



<
Less than. status<closed



>
Greater than. priority>normal



<=
Less than or equal to. status<=pending



>=
Greater than or equal to. priority>=normal



" "
Double quotes. In a simple keyword search, this is referred to as a
phrase search and returns the exact words in the exact order; however,
punctuation characters are not
included. "Please upgrade my account"

Note: In
the Japanese version of Support, this feature does not work as
expected. A simple keyword search that includes double quotes
returns results, but the results are not the exact words in the
exact order.
In a search including data
properties, use double quotes to perform an inclusive AND search,
returning results that include all properties in the search.

tags:"superman is_awesome"




-
Minus sign. Excludes items containing a word (or property value) from
the search results. For example, the following statement searches for
any tickets with the status 'pending', but excludes any tickets
containing the tag 'invoice' from the search results:
status:pending -tags:invoice



*
The wildcard operator is useful when you want to search various forms
of a word. For example, searching for photo* returns
results that would include photography, photographer, photograph and any
other words that began with 'photo'. However, because of the
performance issues involved with doing wildcard searches,
unqualified wildcard searches are not currently supported. In other
words, you need to use a property keyword to make your search
specific to the data you're trying to locate.
subject:photo*










Ticket property keywords

You can search the following ticket properties.
For more information about ticket search, see the search reference for tickets.



Table 2. 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 using ISO 8601 syntax. 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, see
Searching 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, see
Searching 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, see
Searching 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, see
Searching 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 the phone user
property for 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 the phone user
property for help searching by phone number). See Searching 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 the phone user
property for 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. The description is the first
comment in the ticket, whether it's public or internal. It does not
include the text from the subject line of the ticket.
description:defective




custom_status_id
If custom 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 when editing a ticket status.
custom_status_id:2393906




status
Possible values: new, open, pending, hold, solved, closed.
status<closed




ticket_type
Possible values: question, incident, problem, task.
ticket_type:problem




support_type

(Applicable only for messaging tickets) Indicates whether a
ticket was handled entirely by an AI agent or whether a human agent
was involved. Possible values: ai_agent, agent.
For more information, see Understanding and viewing AI
agent tickets for AI agent–only conversations.

support_type:ai_agent




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
Specify the name or ID of an organization. Returns tickets by
requesters who are members of the organization. Examples:
organization:customers


organization:22989442

You can 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:

tags:"important urgent"




via
The ticket's source, for example:
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)
side_conversation (from a side conversation)
sunshine_conversations_facebook_messenger

answer_bot_for_web_widget (from Answer bot tickets)


via:phone

For a full list of sources, see Via types reference in the
Zendesk developer documentation.



commenter
People who have added comments to tickets. You can specify "none",
"me", user name (full name or partial), email address, user ID, or phone
number (see the phone user
property for 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 the phone user
property for help searching by phone number).
cc:amanda@mondocam.com




fieldvalue
Search for a specific value in any custom ticket fields by using the
fieldvalue keyword. 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_<Field ID>: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 the Ticket Fields API. The syntax
is custom_field_<custom field ID>:<value>. Example:
custom_field_455214213:shoes

See Searching 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 using
true or false. 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"

Note: Only
the first 500 comments in a ticket are
searched.









User property keywords

You can search the following user properties.
For more information about searching users, see the search reference for users, groups, and
organizations.



Table 3. User property keywords






Keyword
Description




name
The user's partial or full name.
name:"alex anderson"



role
The user's designated role. role:admin



email
Specify the user's email address, or specify none to search for users
without an email address.
email:alex@mondocam.com
email:"none"
Using
double quotes to search for an email address does not return an
exact match like other keyword searches. For example, if you search
the following the results may return any user whose email starts
with "dwight": email:"dwight@mondocam.com"



Tip: Wildcards do not work for email address searches.
For example, the following search returns no
results: email:dwight*





group
The user's group name. This only applies to admin and agent users.
group:"Level 2"



organization
Specify the user's organization name or ID, or specify
none to search for users without an organization.
If the user belongs to more than one organization, searching on any of
those organizations will return their
profile. organization:mondocam



created
The date the user was added to your Zendesk.
created<2011-05-01
For more information on using
date and time in your search, see Searching by date and
time.



notes
All text in the notes field in the user's profile.
notes:"manager"



details
All text in the details field in the user's profile.
details:"madison, wi"



external_id
Specify the user's external ID, if used, or
specifynone to search for users without an external
ID. external_id:0098884412



phone
Specify the user's phone number, or specify none to
search for users without a phone number.
phone:+555-111-2222
When searching by phone number, you
must include a plus sign (+) before the number. When searching by
phone number using the API, you must include %2B (the URL-encoded
version of +) before the number (for example,
/api/v2/search?query=type:phone:%2B555-111-2222).



tags
Specify tags on the user's profile, or specify none
to search for users without tags.
tags:premium tags:wholesale
For more information about tagging
users and organizations, see Adding tags to users and
organizations.


customfield
Custom user fields.
plan_type:platinum
For more
information, see Searching custom user and
organization fields.



is_verified
Indicates whether any of a user's identities have been verified.
Users with any verified identity, not just an email address, are
included in the search results. For example, users with verified phone
numbers are listed.

is_verified:false Sunita returns all users
named Sunita who do not have a verified identity.


is_verified:true returns all users with a
verified identity.


Any user created via ticket sharing is
automatically verified.



is_suspended
Indicates whether the user has been suspended.

is_suspended:true Sunita returns all users
named Sunita who have been suspended.


is_suspended:true returns all users who have
been suspended.





whatsapp
Search for users based on a WhatsApp phone number. For more
information see Searching for tickets by WhatsApp
number.









Organization property keywords

You can search the following organization properties
For more information, see Searching for users, groups, and
organizations.



Table 4. Organization property keywords






Keyword
Description




name
The organization's partial or full name.
name:mondocam




created
The date the organization was added. created<2011-05-01
For more information
on using date and time in your search, see Searching by date and
time.



notes
All text in the notes field in the user's profile.
notes:EMEA




details
All text in the details field in the organization's profile.
details:london




tags
Specify
tags
that have been added to the
organization,
or specify none to search for organizations without
tags. tags:premium
For more information
about tagging users and organizations, see Adding tags to users and
organizations.



customfield
Custom organization fields.
plan_type:platinum
For more
information, see Searching custom user and
organization fields.



external_id
The external ID of the organization or specify none to search
for users without an external ID.
external_id:00112345










Group property keywords

You can search the following group properties.
For more information, see Searching for users, groups, and
organizations.



Table 5. Group property keywords






Keyword
Description




name
The group's name. name:"level 2"



created
The date the group was added.
created<2011-05-01

For more information on using date and time in your search, see
Searching by date and
time.









Satisfaction rating searchable values

You can use the satisfaction keyword with rating values
to search your customer satisfaction ratings.
For more information on customer satisfaction, see Using customer satisfaction
rating.



Table 6. Satisfaction rating keywords






Value
Description




bad
Tickets that have been rated 'bad'.
satisfaction:bad




badwithcomment
Tickets that have been rated 'bad' that
also include a comment from the ticket
requester. satisfaction:badwithcomment



good
Tickets that have been rated 'good'.
satisfaction:good




goodwithcomment
Tickets that have been rated 'good' that
also include a comment from the ticket
requester. satisfaction:goodwithcomment



offered
When you request a customer satisfaction
rating, the ticket satisfaction rating status is
set to 'offered'. The following notification is
added to the ticket: Customer satisfaction
feedback was offered. This means that you've asked
for but not yet received a response to the rating
request.
satisfaction:offered









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