This training material will cover the following topics:
To perform a basic search, click the magnifying glass icon in the top-right of any page within Zendesk. This will reveal a textbox you can type your search into. After typing your search query, hit the enter/return key on your keyboard.
This will bring up the search results page. The results from your search are separated into tabbed sections:
If you wish to share these search results, the white Copy link button can be
used to create a link that will replicate the search for you to share.
This covers searching for more specific information using the Zendesk search language. All results are still shown much like those within a basic search.
To search for objects with a specific tag, you would simply use the syntax:
tags:tag_name
As an example, to locate objects using the tag skip_2fa_automation, you'd use:
tags:skip_2fa_automation
You can search for the negation of this by putting a minus in front of it:
-tags:tag_name
If you wanted to search for objects with multiple tags, you'd encapsulate them in double quotes:
tags:"tag_name tag_name"
As an example, if you wanted to find all objects that contains the tags gold
and sev1, you'd do:
tags:"gold sev1"
To search by ticket status, you would use the syntax:
status{operator}status_name
The status names (and order) are:
The comment operators are:
| Operator | Meaning |
|---|---|
: |
Equal to |
< |
Less than |
<= |
Less than or equal to |
> |
Greater than |
>= |
Greater than or equal to |
You can search for the negation of this by putting a minus in front of it:
-status:open
To search by a custom organization field, you use the format:
field_api_name:query
The common organization field API names are:
salesforce_id - The 18 character SFDC IDsfdc_short_id - The 15 character SFDC IDsupport_level - The support level of the organizationaccount_type - The type of organizationorg_region - The region of the organizationaar - The ARR of the organization (numeric)A few examples:
Searching for open partners:
account_type:open_partner
Searching for organizations with ARR less than 1000:
aar<1000
You can search for the negation of this by putting a minus in front of any that are text-based.
To search by a custom user field, you use the format:
field_api_name:query
The common user field API names are:
gitlab_username - An agent's GitLab.com usernamegitlab_user_id - An agent's GitLab.com user IDAs an example, to find one where the GitLab.com username is jcolyer, you would do:
gitlab_username:jcolyer
You can search for the negation of this by putting a minus in front of any that are text-based.
To search by a custom user field, you use the format:
custom_field_{id}:value
where {id} is the ticket field ID. This one can be less intuitive as it
requires knowing the ticket field ID. The best resource for this would be the
ticket field sync repos (see useful links down below).
You can search for the negation of this by putting a minus in front of any that are text-based.
To locate tickets based on satisfaction rating, you would use the format:
satisfaction:value
The possible values are:
You can search for the negation of this by putting a minus in front of any that are text-based.
Task:
custom_field_360018253094:americas__usa tags:ultimate satisfaction:badwithcomment
Task:
-status:new -status:solved -status:closed assignee:Jason custom_field_360011793260:namesquatting_requests