Search reference for tickets

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894221594" target="_blank">use search</a> to find data in
Zendesk, including tickets, users, organizations, articles, and more. Full
text searches return results from all the data in Zendesk Support. </p>
<p class="p">To search exclusively for ticket data, you can use ticket property keywords. This
article covers the ticket keyword properties and examples for using
them.</p>
<p class="p">For example, consider the following search:</p>
<div class="p">
<pre class="pre codeblock"><code>status:open</code></pre>
</div>
<p class="p">In this example, <code class="ph codeph">status</code> is the keyword and <code class="ph codeph">open</code>
is the value. This search returns all the tickets with status set to open.
This directly maps to the ticket fields and their values. </p>
<p class="p">This article covers the following topics:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_a2h_fsb_mv">
<li class="li"><a class="xref" href="#topic_cw3_lb3_mv">Ticket property
keywords</a></li>
<li class="li"><a class="xref" href="#topic_xca_cjv_uc">Searching ticket
user roles</a></li>
<li class="li"><a class="xref" href="#topic_wly_fev_uc">Searching custom
ticket fields</a></li>
<li class="li"><a class="xref" href="#topic_nb2_pjb_n3">Searching for
ticket attachments</a></li>
<li class="li"><a class="xref" href="#topic_khr_wsc_3v">Searching for
tickets with a specific ticket form</a></li>
<li class="li"><a class="xref" href="#topic_zmj_mnd_3v">Searching for
tickets by telephone number</a></li>
<li class="li"><a class="xref" href="#topic_x5b_xrb_mv">Searching for
yourself</a></li>
<li class="li"><a class="xref" href="#topic_ctp_yiv_uc">Ordering and
sorting ticket search results</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_k5k_zxw_s3c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894221594" target="_blank">Searching Zendesk data</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258" target="_blank">Zendesk Support search
reference</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883318554" target="_blank">Search reference for
users, groups, and organizations</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_cw3_lb3_mv">
<h2 class="title topictitle2" id="ariaid-title2">Ticket property keywords</h2>
<div class="body">
<p class="p">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. </p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_cw3_lb3_mv__table_qmy_biv_uc" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Searchable ticket properties</span></caption>
<colgroup>
<col style="width:16.666666666666664%">
<col style="width:83.33333333333334%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e147" style="vertical-align:top;">Keyword</th>
<th class="entry cell-norowborder" id="d51e149" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">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:<div class="p">
<pre class="pre">233</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">created</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">The date, or date and time, the ticket was created. Enter date in
yyy-mm-dd format. <div class="p">
<pre class="pre">created:2011-05-01</pre>
</div>
<p class="p">Search within a date or time range. Enter times using <a class="xref" href="https://en.wikipedia.org/wiki/ISO_8601" target="_blank">ISO 8601</a> syntax. For example, to search
for a ticket created between 10:30 a.m. and 12 p.m. (UTC) on August
1, 2014:</p>
<div class="p">
<pre class="pre">created&gt;2014-08-01T10:30:00Z created&lt;2014-08-01T12:00:00Z</pre>
</div>
<p class="p">For more information on using date and time in your search, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835086106#topic_gbg_dvw_ld" target="_blank">Searching by date and
time</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">updated</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">The date of the most recent ticket update. <div class="p">
<pre class="pre">updated&gt;2011-05-15</pre>
</div>
<p class="p">For more information on using date and time in your search, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835086106#topic_gbg_dvw_ld" target="_blank">Searching by date and
time</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">solved</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">The date the ticket was set to solved. <div class="p">
<pre class="pre">solved&lt;2011-06-01</pre>
</div>
<p class="p">For more information on using date and time in your search, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835086106#topic_gbg_dvw_ld" target="_blank">Searching by date and
time</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">due_date</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">The due date of tickets. <div class="p">
<pre class="pre">due_date:2011-06-01</pre>
</div>
<p class="p">For more information on using date and time in your search, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835086106#topic_gbg_dvw_ld" target="_blank">Searching by date and
time</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">assignee</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258#topic_rvz_afv_uc" target="_blank"><code class="ph codeph">phone</code> user
property</a> for help searching by phone number).<div class="p">
<pre class="pre">assignee:"Susan Warren"</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">submitter</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258#topic_rvz_afv_uc" target="_blank"><code class="ph codeph">phone</code> user
property</a> for help searching by phone number). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882086298#topic_xca_cjv_uc" target="_blank">Searching ticket user roles</a>. <div class="p">
<pre class="pre">submitter:me</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">requester</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">The ticket requester. You can specify "none", "me", user name (full
name or partial), email address, user ID, or phone number (see the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258#topic_rvz_afv_uc" target="_blank"><code class="ph codeph">phone</code> user
property</a> for help searching by phone number).<div class="p">
<pre class="pre">requester:amy@mondocam.com</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">subject</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">The text in the ticket's subject. <div class="p">
<pre class="pre">subject:"upgrade account"</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">description</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">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.<div class="p">
<pre class="pre">description:defective</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">custom_status_id</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">custom ticket statuses are
activated</a>, 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402#topic_wqd_t1h_vrb" target="_blank">editing a ticket status</a>.<div class="p">
<pre class="pre codeblock"><code>custom_status_id:2393906</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">status</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Possible values: new, open, pending, hold, solved, closed. <div class="p">
<pre class="pre">status&lt;closed</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">ticket_type</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Possible values: question, incident, problem, task. <div class="p">
<pre class="pre">ticket_type:problem</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">support_type</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">
<p class="p" dir="ltr">(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.</p>
<p class="p" dir="ltr">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">Understanding and viewing AI
agent tickets for AI agent–only conversations</a>.</p>
<div class="p" dir="ltr">
<pre class="pre">support_type:ai_agent</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">priority</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Possible values: low, normal, high, urgent.
<pre class="pre">priority&gt;low</pre>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">group</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Specify the name or ID of a group. Returns tickets assigned to agents
who are members of the group. Examples:<div class="p">
<pre class="pre">group:"Level 2"</pre>
</div>
<div class="p">
<pre class="pre">group:20663166</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">organization</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Specify the name or ID of an organization. Returns tickets by
requesters who are members of the organization. Examples:<div class="p">
<pre class="pre">organization:customers</pre>
</div>
<div class="p">
<pre class="pre">organization:22989442</pre>
</div>
<p class="p">You can also specify "none" to return tickets by requesters who
are not members of any organization.</p>
<div class="p">
<pre class="pre">organization:none</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">tags</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Specify tags that have been added to the ticket or "none."<div class="p">
<pre class="pre">tags:premium</pre>
</div>
<p class="p">To find tickets that include either of two tags, use:</p>
<div class="p">
<pre class="pre">tags:important tags:urgent</pre>
</div>
<p class="p">To find tickets that include both tags:</p>
<div class="p">
<pre class="pre">tags:"important urgent"</pre>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> The search filter only considers the 20,000 tags used most frequently over the preceding 60 days.</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">via</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">The ticket's source, for example:<ul class="ul" id="topic_cw3_lb3_mv__d8e401">
<li class="li">mail (from an email message)</li>
<li class="li">get_satisfaction, get_sat, "get satisfaction" (from Get
Satisfaction)</li>
<li class="li">closed_ticket (from a followup ticket)</li>
<li class="li">ticket_sharing</li>
<li class="li">dropbox (from the Zendesk Feedback Tab)</li>
<li class="li">chat (from Chat)</li>
<li class="li">twitter_dm, "twitter dm", "twitter direct" (from a Twitter
direct message)</li>
<li class="li">twitter_fav, twitter_favorite, "twitter favorite" (from a
Twitter favorite)</li>
<li class="li">twitter_like, "twitter like" (from a Twitter like; alias of
twitter_fav)</li>
<li class="li">twitter (from any Twitter method including direct message and
favorite)</li>
<li class="li">voicemail (from a voicemail message)</li>
<li class="li">phone_call_inbound (from an inbound phone call)</li>
<li class="li">phone_call_outbound (from an outbound phone call)</li>
<li class="li">phone (from voicemail, CTI, or an inbound call)</li>
<li class="li">sms, text, "text message" (from a text message)</li>
<li class="li">api (from API call or integrated web service)</li>
<li class="li">logmein, logmein_rescue, "logmein rescue" (from LogMeIn)</li>
<li class="li">facebook_post, "facebook post" (from a Facebook wall post to a
page)</li>
<li class="li">facebook_message, "facebook message" (from a Facebook private
message to a page)</li>
<li class="li">facebook (from any Facebook method including private message and
wall post)</li>
<li class="li">web, "web form" (from a web form)</li>
<li class="li">mobile_sdk (tickets created using the Zendesk mobile SDK)</li>
<li class="li">"any_channel" (from the channel framework)</li>
<li class="li">native_messaging (from the messaging channel)</li>
<li class="li">side_conversation (from a side conversation)</li>
<li class="li">sunshine_conversations_facebook_messenger
</li>
<li class="li">answer_bot_for_web_widget (from Answer bot tickets)</li>
</ul>
<div class="p">
<pre class="pre">via:phone</pre>
</div>
<p class="p">For a full list of sources, see <a class="xref" href="https://developer.zendesk.com/documentation/ticketing/reference-guides/via-types/" target="_blank">Via types reference in the
Zendesk developer documentation</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">commenter</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258#topic_rvz_afv_uc" target="_blank"><code class="ph codeph">phone</code> user
property</a> for help searching by phone number).<div class="p">
<pre class="pre">commenter:"Mike"</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">cc</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258#topic_rvz_afv_uc" target="_blank"><code class="ph codeph">phone</code> user
property</a> for help searching by phone number).<div class="p">
<pre class="pre">cc:amanda@mondocam.com</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">fieldvalue</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Search for a specific value in any custom ticket fields by using the
<samp class="ph systemoutput">fieldvalue</samp> keyword. For example:<div class="p">
<pre class="pre">fieldvalue:12345</pre>
</div>
<p class="p">This returns all the tickets that have a custom field with the
value "12345."</p>
<p class="p">For drop-down custom fields, search for tags
associated with the field value you want to find. </p>
<p class="p">For
checkbox custom fields, you can search for tickets with the field
checked or unchecked. For example:</p>
<div class="p">
<pre class="pre">custom_field_&lt;Field ID&gt;:checked</pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">custom_field_{id}</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">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 <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_fields/" target="_blank">Ticket Fields</a> API. The syntax
is <code class="ph codeph">custom_field_&lt;custom field ID&gt;:&lt;value&gt;</code>. Example:<div class="p">
<pre class="pre codeblock"><code>custom_field_455214213:shoes</code></pre>
</div>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882086298#topic_wly_fev_uc" target="_blank">Searching custom ticket
fields</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">brand</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">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:<pre class="pre">brand:Nordstrom</pre>
<div class="p">Or<pre class="pre">brand: "Banana Republic"</pre>
</div>
<p class="p">Or</p>
<pre class="pre">brand:&lt;<em class="ph i">ID number</em>&gt;</pre>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">has_attachment</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Search for all tickets with or without attachments using
<code class="ph codeph">true</code> or <code class="ph codeph">false</code>. <p class="p">To search for
tickets with
attachments:</p>
<pre class="pre codeblock"><code>has_attachment:true</code></pre>
<p class="p">To
search for all tickets without
attachments:</p>
<pre class="pre codeblock"><code>has_attachment:false</code></pre>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">form</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Search for all tickets created with a particular ticket form.<p class="p">If
the name of the ticket form includes multiple words, use quotation
marks. For
example:</p>
<pre class="pre codeblock"><code>form:"default ticket form"</code></pre>
<p class="p">If
the name of the ticket form is a single word, you don't have to use
the quotation marks. For
example:</p>
<pre class="pre codeblock"><code>form:legal</code></pre>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">recipient</code></td>
<td class="entry cell-norowborder" headers="d51e149" style="vertical-align:top;">Search for all tickets created with a particular recipient.<div class="p">This
only works for Zendesk support addresses (the ultimate destination)
of emails forwarded from external
addresses.<pre class="pre codeblock"><code>recipient:support@<em class="ph i">yoursubdomain</em>.zendesk.com</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e147" style="vertical-align:top;"><code class="ph codeph">comment</code></td>
<td class="entry cellrowborder" headers="d51e149" style="vertical-align:top;">Search for text within a ticket's
comment.<pre class="pre codeblock"><code>comment:fancy</code></pre>
<p class="p">To search for an
exact match within the comments of a ticket, use double
quotes.</p>
<pre class="pre codeblock"><code>comment:"fancy things here"</code></pre>
<div class="note note">
<span class="notetitle">Note:</span> Only
the first 500 comments in a ticket are
searched.</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">All of the ticket property keywords can be used in search statements alone, in combination
with other ticket property keywords, or with the <code class="ph codeph">type</code> keyword (see Using
the type keyword). </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xca_cjv_uc">
<h2 class="title topictitle2" id="ariaid-title3">Searching ticket user roles</h2>
<div class="body">
<p class="p">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:</p>
<div class="p">
<pre class="pre">requester:52789480
submitter:amy
assignee:"amy moore"
requester:amy@mondocam.com</pre>
</div>
<p class="p">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. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_wly_fev_uc">
<h2 class="title topictitle2" id="ariaid-title4">Searching custom ticket fields</h2>
<div class="body">
<p class="p">You can search for a specific value in custom ticket fields by using the
<code class="ph codeph">fieldvalue</code> keyword. For example:</p>
<div class="p">
<pre class="pre">fieldvalue:12345</pre>
</div>
<p class="p">This returns all the tickets that have a custom field with the value
"12345." </p>
<p class="p">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.</p>
<p class="p"><img class="image img-screenshot" height="261" id="topic_wly_fev_uc__image_hny_fev_uc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_custom_ddlist.png" width="420"></p>
<p class="p">To search for specific drop-down list selections, you use the
<code class="ph codeph">tags</code> keyword. </p>
<div class="p">
<pre class="pre">tags:product_question</pre>
</div>
<p class="p">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. </p>
<p class="p">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 (<code class="ph codeph">type:ticket "18"</code>). </p>
<p class="p">Searching by the lookup relationship field is not supported.</p>
<p class="p">Additionally, you can search only a specified custom ticket field using
its ID (found on the Ticket fields page in <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt; Fields</span>). For example:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_wly_fev_uc__table_cc5_ph4_1rb" rules="all" summary="">
<colgroup>
<col style="width:50%">
<col style="width:50%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e941" style="vertical-align:top;">Syntax</th>
<th class="entry cellrowborder" id="d51e944" style="vertical-align:top;">Example</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e941" style="vertical-align:top;">
<p class="p"><code class="ph codeph">custom_field_&lt;<em class="ph i">custom field
ID</em>&gt;:&lt;<em class="ph i">phrase</em>&gt;</code></p>
</td>
<td class="entry cellrowborder" headers="d51e944" style="vertical-align:top;">
<p class="p"><code class="ph codeph">custom_field_1413:new</code>
</p>
<p class="p">Returns a list of tickets where the custom
ticket field with ID 1413 includes the
phrase"new".</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e941" style="vertical-align:top;">
<p class="p"><code class="ph codeph">-custom_field_&lt;<em class="ph i">custom field
ID</em>&gt;:*</code></p>
</td>
<td class="entry cellrowborder" headers="d51e944" style="vertical-align:top;">
<p class="p"><code class="ph codeph">-custom_field_1413:*</code>
</p>
<p class="p">Returns a list of tickets where the custom
ticket field with ID 1413 is blank.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e941" style="vertical-align:top;">
<p class="p"><code class="ph codeph">custom_field_&lt;<em class="ph i">custom field
ID</em>&gt;:*</code></p>
</td>
<td class="entry cellrowborder" headers="d51e944" style="vertical-align:top;">
<p class="p"><code class="ph codeph">custom_field_1413:*</code></p>
<p class="p">Returns a list of tickets where the custom
ticket field with ID 1413 is used, and not
blank.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_nb2_pjb_n3">
<h2 class="title topictitle2" id="ariaid-title5">Searching for ticket attachments</h2>
<div class="body">
<p class="p">You can use the following keywords when searching for ticket attachments.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_nb2_pjb_n3__table_v3s_lkb_n3" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Ticket attachment keywords</span></caption>
<colgroup>
<col style="width:17.513134851138354%">
<col style="width:82.48686514886164%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d51e1058" style="vertical-align:top;">Keyword</th>
<th class="entry cell-norowborder" id="d51e1061" style="vertical-align:top;">Description</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d51e1058" style="vertical-align:top;"><code class="ph codeph">has_attachment</code></td>
<td class="entry cell-norowborder" headers="d51e1061" style="vertical-align:top;">You use this keyword to search for tickets that either do or not contain file
attachments. There are two valid values for this keyword: <code class="ph codeph">true</code>
and <code class="ph codeph">false</code>.<div class="p">
<pre class="pre codeblock"><code>has_attachment:true</code></pre>
<pre class="pre codeblock"><code>has_attachment:false</code></pre>
</div>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d51e1058" style="vertical-align:top;"><code class="ph codeph">attachment_name</code></td>
<td class="entry cellrowborder" headers="d51e1061" style="vertical-align:top;">You can also search for a file attachment by name.<div class="p">
<pre class="pre codeblock"><code>attachment_name:image001.jpg</code></pre>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_khr_wsc_3v">
<h2 class="title topictitle2" id="ariaid-title6">Searching for tickets with a specific ticket form</h2>
<div class="body">
<p class="p">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:</p>
<div class="p">
<pre class="pre codeblock"><code>form:"Change Request"</code></pre>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_zmj_mnd_3v">
<h2 class="title topictitle2" id="ariaid-title7">Searching for tickets by telephone number</h2>
<div class="body">
<p class="p">To locate a user's tickets based on their phone number, you can use a search statement like
this:</p>
<div class="p">
<pre class="pre codeblock"><code>requester:+14154187506 status:new</code></pre>
</div>
<p class="p">This works with all of the ticket user roles: <code class="ph codeph">submitter</code>,
<code class="ph codeph">requester</code>, and <code class="ph codeph">assignee</code>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_x5b_xrb_mv">
<h2 class="title topictitle2" id="ariaid-title8">Searching for yourself</h2>
<div class="body">
<p class="p">The <code class="ph codeph">me</code> keyword value allows you to search user properties in tickets where
the value is your own user account (as the currently logged in user).</p>
<div class="p">
<pre class="pre">assignee:me</pre>
</div>
<div class="p">This works for all the user role properties in tickets: <ul class="ul" id="topic_x5b_xrb_mv__ul_y5b_xrb_mv">
<li class="li"><code class="ph codeph">requester:me</code></li>
<li class="li"><code class="ph codeph">submitter:me</code></li>
<li class="li"><code class="ph codeph">assignee:me</code></li>
</ul>
</div>
<p class="p">For information about searching for user profile data, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883318554-Searching-users-groups-and-organizations#topic_duj_sbb_vc" target="_blank">Searching users</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_ctp_yiv_uc">
<h2 class="title topictitle2" id="ariaid-title9">Ordering and sorting ticket search results</h2>
<div class="body">
<p class="p">Search results can be ordered and sorted using the <code class="ph codeph">order_by</code> and
<code class="ph codeph">sort</code> keywords. </p>
<div class="p">You need to use both of the keywords together in a search statement, as in this
example:<pre class="pre">status:new order_by:updated_at sort:asc</pre>
</div>
<p class="p">Here are the valid sorting and ordering keyword and value pairs that you can use: </p>
<ul class="ul" id="topic_ctp_yiv_uc__ul_mmy_ziv_uc">
<li class="li"><code class="ph codeph">sort:asc</code></li>
<li class="li"><code class="ph codeph">sort:desc</code></li>
<li class="li"><code class="ph codeph">order_by:priority</code></li>
<li class="li"><code class="ph codeph">order_by:status</code></li>
<li class="li"><code class="ph codeph">order_by:ticket_type</code></li>
<li class="li"><code class="ph codeph">order_by:updated_at</code></li>
<li class="li"><code class="ph codeph">order_by:created_at</code></li>
</ul>
<p class="p">All of the <code class="ph codeph">order_by</code> and <code class="ph codeph">sort</code> keyword/values pairs can be
used when searching ticket data. </p>
</div>
</div>
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