Search reference for tickets


You canuse searchto find data in Zendesk, including tickets, users, organizations, articles, and more. Full text searches return results from all the data in Zendesk Support.


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You can use search to find data in
Zendesk, including tickets, users, organizations, articles, and more. Full
text searches return results from all the data in Zendesk Support.
To search exclusively for ticket data, you can use ticket property keywords. This
article covers the ticket keyword properties and examples for using
them.
For example, consider the following search:

status:open

In this example, status is the keyword and open
is the value. This search returns all the tickets with status set to open.
This directly maps to the ticket fields and their values.
This article covers the following topics:


Ticket property
keywords
Searching ticket
user roles
Searching custom
ticket fields
Searching for
ticket attachments
Searching for
tickets with a specific ticket form
Searching for
tickets by telephone number
Searching for
yourself
Ordering and
sorting ticket search results


Related articles:

Searching Zendesk data

Zendesk Support search
reference
Search reference for
users, groups, and organizations




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 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"



Note: The search filter only considers the 20,000 tags used most frequently over the preceding 60 days.




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.






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

You can search for a specific value in 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."
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 the
tags keyword.

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 in Admin Center > Objects and rules > Tickets > Fields). For example:








Syntax
Example





custom_field_<custom field
ID>:<phrase>


custom_field_1413:new

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




-custom_field_<custom field
ID>:*


-custom_field_1413:*

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




custom_field_<custom field
ID>:*


custom_field_1413:*
Returns a list of tickets where the custom
ticket field with ID 1413 is used, and not
blank.








Searching for ticket attachments

You can 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: true
and false.
has_attachment:true
has_attachment:false




attachment_name
You can also search for a file attachment by name.
attachment_name:image001.jpg










Searching for tickets with a specific ticket form

You can 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, and assignee.



Searching for yourself

The me keyword 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, see Searching users.



Ordering and sorting ticket search results

Search results can be ordered and sorted using the order_by and
sort keywords.
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 the order_by and sort keyword/values pairs can be
used when searching ticket data.


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