1. Using Field Names
You can use field names in your Zendesk to find tickets that meet specific criteria, or narrow your searches. For example, if a MondoCam agent wanted to find a ticket, and knew it was a question about a camera, she could just search for the word “camera,” but the results would be mess.
However, if she knows that the ticket is in “Pending” status, she can limit her search that way with a search query like: status:pending camera. This limits the result significantly, and also includes only tickets:
You can do this with Status, Type, Requester, Assignee, Group or Priority, too.
2. Using Wildcards with Field Names
Another advantage to doing this is you can use wildcard searches. As long as your search is restricted to one or more fields, wildcards are allowed. For example, if you only know a partial user name, you can try a search like:
This will return all customers whose name begins with Mary. Try searching with the “description” or “subject” fields this way to search through the first comment or the subject line. This is a great way to find tickets! (Description works for forum articles too.)
3. Limiting Your Results
The standard search looks for partial matches to guarantee that you find all relevant results. But what if you want to limit your search? Try each of these:
Quotes – You can search for an exact string of text by putting quotes around it. You could search for “dslr camera” to return only ticket and forum articles that contain both of those words, in that order.
Plus (+) – You could search for +dslr +camera to return only results that include both of those words. Any word you put a plus sign in front of is required in that search string. Articles or tickets that don’t contain that word won’t be returned.
These tips should help you quickly get better access to more of your data! Take a look at our complete documentation on search for more info.