Searching Zendesk Support data




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Verified AI summary ◀▼
Use the search tool to find data like tickets, users, and articles. You can filter results by type, customize columns, and preview ticket details. Access recent searches and update multiple tickets at once. Share search URLs with team members for consistent queries. This feature streamlines finding and managing support data, enhancing your workflow.




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


Accessing the
search tool
Using search
Accessing your
recent searches
Reviewing your
search results
Filtering your search results
Customizing columns in search results
Previewing ticket details from search results
Updating tickets in
bulk from search results
Sharing search URLs




Accessing the search tool

There are a few ways you can get to the Support search tool.

To access the search tool
In Support,
click the Search icon ( ) in the upper-right of the top toolbar to open
the simple search box:



You can also hover your cursor over the +Add
button in the upper-left of the top toolbar, then
select Search to open the Search
page:



Alternatively, use the keyboard shortcut (Control +
Alt + F/Control + Option + F) to open
the simple search box.





Using search

You can perform a text search and filter your search by content record
type. As you enter your search query text, the menu suggests results
based on the text you’ve entered and any filters you’ve
applied. You can access the suggested results directly from the
search menu.
You can also access a list of all results related to your query.

To perform a search
In Support,
click the Search icon ( ) in the upper-right of
the top toolbar. Your most recent searches and
viewed content records appear in a menu. See Accessing
your recent searches to learn
more.

Optionally, select a content record type to filter by.
You can choose from tickets, users, articles,
organizations, and side conversations.
If you’ve turned on AI agent
tickets, when you filter by Tickets,
you can use Support type to further filter
by All tickets, AI agent only
tickets, or Agent only tickets.

Begin typing your query in the search box. As you type,
results are suggested that match your search
term.

Select a suggested result to navigate directly to the
content record. Alternatively, press Enter or
click All results to view more results on a
new tab on the toolbar. From the toolbar, you can
apply additional filters. See Filtering your
search results.

If you
anticipate performing this search often, you may
want to save it so
that it's easily accessible.



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. See Zendesk Support advanced
search.



Accessing your recent searches

You can access your most recently viewed content records and searches
from the search menu. Content records include tickets, users,
articles, organizations, and side conversations.
By accessing your recent searches and viewed content, you can save time
by reusing common searches and quickly accessing relevant records.
See Accessing saved
searches if you've saved any of your common
searches.
To access
your recent searches

In Support, click
the Search icon ( ) in the upper-right of the
top toolbar. Your most recent searches and viewed content
appear in a menu.

Optionally, select a content record type to filter your recent
searches and viewed content. You can choose from tickets,
users, articles, organizations, and side conversations.


Click a Recently viewed content record to navigate to it
or a Recently searched query to perform the
search.




Reviewing your search results

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.


Note: Due to API rate
limits, search returns only the first 1,000
results.

To select the type of result you want to view


Click the category at the top of the search results
page.





Tickets

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



ID, the ticket's numeric identifier.

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

Requested, the date the ticket was
submitted.

Updated, the last time the ticket was
updated.

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

Group, the group assigned to handle the
ticket.


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

If you have custom ticket
statuses activated, closed tickets may be
included in your search results. Closed tickets are
identified by an icon ( ), which you can hover over for more
information. To learn more about how tickets are closed when
custom ticket statuses are activated, see About closed tickets
solved with a custom ticket status.
You can exclude closed tickets from your results by clicking the
Filter menu and clearing the Include
closed tickets check box.


To open a ticket from a search result
Click anywhere on a ticket result's row to open
that ticket in a new tab.



To sort your ticket search results
Click the Requested or Updated
column in the search results to toggle between
displaying results in ascending or descending
order by date.



Note: The comment automatically added to a ticket solved by Answer
Bot ("Yes, this article solved my issue") is not included in
Explore.



Users

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



Name, the user's submitted name.

Email, the user's email address.

Organization, the company or group they
work for.

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

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



To open a user profile from a search result
Click anywhere in a user's row to open their
profile in a new tab.





Articles

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



Title, the article's title.

Updated, the last time the article was
updated.

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



To open an article from a search result
Click anywhere on an article's row to open that
article in a new browser window or tab.





Organizations

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



Name, the organization's name.

Notes, any notes added to their
profile.

Created, the date the organization first
registered.

Updated, the last time the organization
updated its profile.



To open an organization profile from a search result
Click anywhere on an organization's row to open
that organization's profile in a new tab.






Filtering your search results

You can further narrow your search results using search filters. You can
filter for just the type of elements you want to see: tickets,
articles, users, or organizations. Each category offers relevant
ways to further refine your results.
To filter search results




Perform a search.
On the search results page, click Filters.
Click the Search drop-down to select the type of
element you want to include in your search.


Fill out the options as needed to refine your
search.


You can further narrow your filtered search results using search operators and
keywords.



Customizing columns in search results

You can select and organize the columns you want to display in your
search results, to focus on the data you need. Available columns are
based on the object type you’re searching for. You can include up to
10 columns in your search results.


Note: Currently, custom fields can’t be added to search
results.

Your column customization will remain in place until one of the
following occurs, after which your search results will revert back
to the default columns:

You sign out of Zendesk

You delete your browser cache

You do a hard browser refresh

You close your browser


To customize columns in your search results



Perform a
search.
On the search results page, click the Manage
columns icon ( ).
In the Manage columns panel, the current column
selections are displayed.
Customize the columns as needed:


To add a column, click the Add
column button.


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


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



Click Apply.





Previewing ticket details from search results

Hovering your cursor over the subject of a result displays a preview of
that ticket, allowing you to glean more information about the ticket
without having to open it. In the preview window, snippets of
comments or fields containing your search term(s) are displayed,
with the search term(s) highlighted, so you can determine whether
the ticket is relevant to your search before opening it.

To preview a ticket from the search results
Hover your cursor over the subject of a result to
display a preview of that ticket.






Updating tickets in bulk from search results

You can make ticket updates to more than one ticket at a time. For
example, to assign yourself to multiple tickets, you can select them
in the search results and set yourself as the assignee. You can also
delete, merge, or mark the selected tickets as spam.
To update multiple tickets


In your search results, select the tickets you want to
update. You can pick and choose the tickets you
want to update or select the entire list by
clicking the check box at the top left of the
results list.

Click Edit from the toolbar at the bottom of the
list.
Update the ticket information as needed. See Managing tickets in
bulk.
Click Submit to apply the changes to your
selected tickets, or click the menu drop-down on the
Submit button to apply the changes.





Sharing search URLs

You can copy search query strings you create in Support to your clipboard
so you can then share them with other users. When the other user
clicks the search query you shared, the search is performed in their
Support instance using the same query you created.
To copy and share search queries


Perform a
search or access one of
your saved searches.
On the Search page, click the Actions menu, then select
Copy link.


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



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