Searching Zendesk Support data

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">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.</p>
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<div class="body">

<p class="p">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.</p>
<p class="p">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. </p>
<p class="p">This article covers the following topics:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_v4m_qd1_yr">
<li class="li"><a class="xref" href="#topic_htl_zbm_wf">Performing a search</a></li>
<li class="li"><a class="xref" href="#topic_rh2_mzh_xf">About the search
results by content record type</a></li>
<li class="li"><a class="xref" href="#topic_ij2_mzm_yhc">Customizing columns in search results</a></li>
<li class="li"><a class="xref" href="#topic_om1_ypw_bjc">Customizing search result filters</a></li>
<li class="li"><a class="xref" href="#topic_ur5_vxd_yfb">Sharing your search</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_htl_zbm_wf">
<h2 class="title topictitle2" id="ariaid-title2">Performing a search</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">You can access the suggested results directly from the search menu. You
can also access a list of all results related to your query.</p>
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To perform a search</strong><ol class="ol" id="topic_htl_zbm_wf__ul_bjh_okt_wf">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, do
one of the following:<ul class="ul" id="topic_htl_zbm_wf__ul_nrg_3dp_w3c">
<li class="li">To open the search tool, click the
<strong class="ph b">Search</strong> icon (<img class="image" id="topic_htl_zbm_wf__image_txw_5vg_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png">) in the top
toolbar.<p class="p">The search tool opens, and your most
recent searches and viewed content records appear
in a menu.</p>
</li>
<li class="li">To open the search page, hover your cursor
over the <strong class="ph b">+Add</strong> button, then select
<strong class="ph b">Search</strong>.<p class="p">The search page opens.</p>
</li>
</ul>
</li>
<li class="li">Optionally, select a content record type to filter by in
the search tool or on the search page.<p class="p">If you're
using the search tool, depending on which filter
you click, subfilters might appear for you to
further refine your search.</p>
<p class="p">If you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346-Understanding-and-viewing-AI-agent-tickets-for-AI-agent-only-conversations-EAP#topic_myq_2r1_2gc" target="_blank">turned on AI agent
tickets</a>, when you filter by <strong class="ph b">Tickets</strong>,
you can use <strong class="ph b">Support type</strong> to further filter
by All tickets, AI agent only tickets, or Agent
only tickets.</p>
<p class="p"><img class="image" id="topic_htl_zbm_wf__image_o2d_xx2_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_menu_filters.png" width="400"></p>
</li>
<li class="li">Enter your search term and any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258" target="_blank">data property
keywords or operators</a> you want in the
search box, then press <strong class="ph b">Enter</strong>.<p class="p">There is a 64-word limit in a search query. As you type, results
appear that match your search term. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258#topic_mq4_5qj_nlb" target="_blank">About search and
search terminology</a>. Search returns only the
first 1,000 results, even if there are more
results.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> 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.</div>
</div>
</li>
<li class="li">Optionally, when the search results appear, click a
content record type in the left side panel to filter
results.<p class="p">The search results default to showing
the results for tickets. See <a class="xref" href="#topic_rh2_mzh_xf">About the
search results by content record
type</a>.</p>
</li>
<li class="li">Optionally, click <strong class="ph b">Filters</strong> to open the right-side
filter panel and apply additional filters to refine
your search.<p class="p"><img class="image" id="topic_htl_zbm_wf__image_fnx_gqw_bjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_filters_button.png"></p>
<p class="p">Available filters
vary depending on the content type you've selected
on the search results page and whether you've
<a class="xref" href="#topic_om1_ypw_bjc">customized your filters</a>.</p>
</li>
<li class="li">Review your search results and do any of the
following:<ul class="ul" id="topic_htl_zbm_wf__ul_ddj_kjy_s3c">
<li class="li">
<strong class="ph b">Open</strong> any item in a new tab by clicking
it. </li>
<li class="li">
<strong class="ph b">Preview</strong> any ticket by hovering over
it.</li>
<li class="li">
<strong class="ph b">Sort</strong> results by clicking the Requested
or Updated columns, then click again to toggle
between ascending or descending order by date. You
can <a class="xref" href="#topic_ij2_mzm_yhc">customize columns in the search results</a> as
needed.</li>
</ul>
</li>
<li class="li">Take any of the following actions from the search
results page, as needed:<ul class="ul" id="topic_htl_zbm_wf__ul_hlb_2ky_s3c">
<li class="li"><a class="xref" href="#topic_ur5_vxd_yfb">Share your search</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8050806061210" target="_blank">Save your search or
access and manage saved searches</a></li>
<li class="li"><a class="xref" href="Update%20tickets%20in%20bulkhttps://support.zendesk.com/hc/en-us/articles/4408886890906#topic_p2h_235_xr" target="_blank">Update tickets in bulk</a></li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rh2_mzh_xf">
<h2 class="title topictitle2" id="ariaid-title3">About the search results by content record type</h2>
<div class="body">
<p class="p">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.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_xh1_kdy_wr">
<h3 class="title topictitle3" id="ariaid-title4">Tickets</h3>
<div class="body">
<p class="p">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:</p>
<div class="p">
<ul class="ul" id="topic_xh1_kdy_wr__ul_af1_p5s_xr">
<li class="li">
<strong class="ph b">ID</strong>, the ticket's numeric identifier.</li>
<li class="li">
<strong class="ph b">Subject</strong>, the text from the ticket's
subject line.</li>
<li class="li">
<strong class="ph b">Requested</strong>, the date the ticket was
submitted.</li>
<li class="li">
<strong class="ph b">Updated</strong>, the last time the ticket was
updated.</li>
<li class="li">
<strong class="ph b">Requester</strong>, the name of the user who
submitted the ticket.</li>
<li class="li">
<strong class="ph b">Group</strong>, the group assigned to handle the
ticket.</li>
</ul>
</div>
<p class="p">Each result is preceded by an icon indicating that ticket's
current status:</p>
<p class="p"><img class="image img-screenshot" id="topic_xh1_kdy_wr__image_ycq_vzh_xf" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_ticket_results_colors_new.png"></p>
<p class="p">Closed tickets are identified by an icon (<img class="image" id="topic_xh1_kdy_wr__image_lnf_snz_kxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_status_closed_icon.png" width="30">) in front of the subject. You can
exclude closed tickets from your results by clicking the
<strong class="ph b">Filter</strong> menu and deselecting <strong class="ph b">Include closed
tickets</strong>.</p>
<p class="p">If you currently have a ticket open, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8036381366426" target="_blank">similar tickets is
turned on</a>, filtering by Tickets shows you a
Similar tickets header that includes any tickets related to
the ticket you’re currently working on, if applicable.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_rcy_qdy_wr">
<h3 class="title topictitle3" id="ariaid-title5">Users</h3>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883318554#topic_pyt_m1s_vk" target="_blank">Searching custom user
and organization fields</a>).</p>
<p class="p">The results for this category contain the following columns:</p>
<div class="p">
<ul class="ul" id="topic_rcy_qdy_wr__ul_gxn_5ws_xr">
<li class="li">
<strong class="ph b">Name</strong>, the user's submitted name.</li>
<li class="li">
<strong class="ph b">Email</strong>, the user's email address.</li>
<li class="li">
<strong class="ph b">Organization</strong>, the company or group the
user works for.</li>
<li class="li">
<strong class="ph b">Role</strong>, the role assigned to that user
(agent, admin, end-user, and the like).</li>
<li class="li">
<strong class="ph b">Updated</strong>, the last time the user's profile
was updated.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_czb_ydy_wr">
<h3 class="title topictitle3" id="ariaid-title6">Articles</h3>
<div class="body">
<p class="p">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:</p>
<div class="p">
<ul class="ul" id="topic_czb_ydy_wr__ul_jm2_kys_xr">
<li class="li">
<strong class="ph b">Title</strong>, the article's title.</li>
<li class="li">
<strong class="ph b">Updated</strong>, the date the article was last
updated.</li>
<li class="li">
<strong class="ph b">Created</strong>, the date the article was posted
to the knowledge base.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_zvw_22y_wr">
<h3 class="title topictitle3" id="ariaid-title7">Organizations</h3>
<div class="body">
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883318554#topic_pyt_m1s_vk" target="_blank">Searching custom user
and organization fields</a>).</p>
<p class="p">The results for this category contain the following columns:</p>
<div class="p">
<ul class="ul" id="topic_zvw_22y_wr__ul_dyv_gzs_xr">
<li class="li">
<strong class="ph b">Name</strong>, the organization's name.</li>
<li class="li">
<strong class="ph b">Notes</strong>, any notes added to their
profile.</li>
<li class="li">
<strong class="ph b">Created</strong>, the date the organization first
registered.</li>
<li class="li">
<strong class="ph b">Updated</strong>, the last time the organization
updated its profile.</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_ij2_mzm_yhc">
<h2 class="title topictitle2" id="ariaid-title8">Customizing columns in search results</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">Your column customizations remain in place until one of the following
occurs, after which your search results will revert back to the
default columns:</p>
<ul class="ul" id="topic_ij2_mzm_yhc__ul_qjq_11n_yhc">
<li class="li">You sign out of Zendesk </li>
<li class="li">You delete your browser cache </li>
<li class="li">You do a hard browser refresh </li>
<li class="li">You close your browser </li>
</ul>
<p class="p"><strong class="ph b">To customize columns in your search results</strong></p>
<div class="p">
<ol class="ol" id="topic_ij2_mzm_yhc__ol_rzg_d1n_yhc">
<li class="li">On the Search results page, click the <strong class="ph b">Manage
columns</strong> icon (<img class="image" id="topic_ij2_mzm_yhc__image_m2q_j1n_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/manage_columns_icon.png">).</li>
<li class="li">In the right-side Manage columns panel, the current
column selections are displayed. <p class="p"><img class="image" id="topic_ij2_mzm_yhc__image_n55_l1n_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/manage_columns_panel.png" width="200"></p>
<p class="p">Customize the columns as needed:</p>
<ul class="ul" id="topic_ij2_mzm_yhc__ul_wh3_41n_yhc">
<li class="li">
<p class="p">To add a column, click the <strong class="ph b">Add column</strong>
button.</p>
</li>
<li class="li">
<p class="p">To remove a column, click the <strong class="ph b">x</strong> next to
that column’s name.</p>
</li>
<li class="li">
<p class="p">To change the column order, click a column’s
grabber icon (<img class="image" id="topic_ij2_mzm_yhc__image_vph_r1n_yhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_grabber_icon.png">) and drag it to the
desired position. </p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Apply</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_om1_ypw_bjc">
<h2 class="title topictitle2" id="ariaid-title9">Customizing search result filters</h2>
<div class="body">
<p class="p" dir="ltr">You can customize the properties used to filter your Support
search results. You can apply up to 20 filters for each object
type.</p>
<p class="p" dir="ltr">The filters available to add to a search depends on the
selected content record type. </p>
<p class="p"><strong class="ph b">To customize the search filter</strong></p>
<div class="p">
<ol class="ol" id="topic_om1_ypw_bjc__ol_l4m_vqw_bjc">
<li class="li">On the left-side filter panel, Select the object type
you want to filter on (tickets, articles, users,
organization, or side conversations).</li>
<li class="li">On the Search results page, click the <strong class="ph b">Filters</strong>
button.<p class="p"><img class="image" id="topic_om1_ypw_bjc__image_nhj_trw_bjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_filters_button.png"></p>
</li>
<li class="li">Click <strong class="ph b">+Add filter</strong> 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.<p class="p"><img class="image" id="topic_om1_ypw_bjc__image_bcc_vrw_bjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_search_filter-add_filter.png" width="200"></p>
</li>
<li class="li">Select or enter the attribute on which you want to
filter. </li>
<li class="li">Repeat for any additional filters you want to add, and
remove any unneeded filters by clicking the <strong class="ph b">X</strong>
next to the filter’s name.</li>
<li class="li">Click <strong class="ph b">Apply</strong>.</li>
</ol>
</div>
<p class="p">The selected filters persist until one of the following actions occurs,
at which point the search reverts to the default filters:</p>
<div class="p">
<ul class="ul" id="topic_om1_ypw_bjc__ul_lr2_nrw_bjc">
<li class="li">You sign out of Zendesk</li>
<li class="li">The browser cache is deleted</li>
<li class="li">There’s a hard browser refresh</li>
<li class="li">The browser is closed</li>
</ul>
</div>
<p class="p">You can save the custom filters by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8050806061210" target="_blank">saving the search</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_ur5_vxd_yfb">
<h2 class="title topictitle2" id="ariaid-title10">Sharing your search</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To copy and share search queries</strong><ul class="ul" id="topic_ur5_vxd_yfb__ul_zrv_cny_s3c">
<li class="li">On the Search results page, click the <strong class="ph b">Actions</strong>
menu, then select <strong class="ph b">Copy link</strong>.</li>
<li class="li">
<p class="p"><img class="image" id="topic_ur5_vxd_yfb__image_zb5_5xg_5cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_actions_menu_save.png" width="250"></p>
</li>
</ul>
</div>
<p class="p">The search query is copied to your clipboard. You can send the query to
other users, for example, by pasting it into an email.</p>
</div>
</div>
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