From time to time, you’ll want to search for specific tickets. You might be looking for past context, reviewing a customer’s history, or trying to locate a specific ticket that a customer is referring to.
You can search and filter tickets by:
Keywords - Ticket title, description, and ID.
Assignee - Team and teammate assigned.
Tags - Tickets with a specific tag, or tags applied. Tags work only with Customer ticket types.
User - Show only tickets with a certain user, or users. Allows filtering by a user’s name or email address.
Company - Show only tickets associate to a certain company, or companies.
Date - See tickets from today, yesterday, the last 30 days, or the last 90 days.
Conversation status - Open, closed, snoozed.
Ticket attributes - Attributes that you defined for your ticket types.
Searching for keywords in tickets
To search your conversations and tickets, click the search icon.
If you want to limit the search results to tickets only and exclude conversations, select Tickets from the first dropdown list.
Then, start typing your keywords and tickets will automatically be returned that match your search. Ticket title, description, and ID can be used when retrieving the search results.
When searching for keywords or phrases, you can also use quotation marks to search for more than one word. For example:
If you search for "invoice PDF" (with quotes) you’ll find tickets containing that exact phrase.
If you search for invoice PDF, (without quotes) you’ll see tickets that contain the words "invoice" and "PDF", both together and separately.
Keyword searches are not case sensitive. For example, “pdf” and “PDF” will return the same results.
Your search results will appear in the order of most relevant conversations first. To view the oldest, or newest conversations first, use the dropdown in the top right.
Keyword search is currently optimized for English. If you’d like to see better support for other languages, let us know in the Messenger.
Searching for a ticket by ticket number
You can search for a specific ticket directly in the inbox UI using its ticket number (ID). To do this:
Click the search icon in the inbox.
Select Tickets from the first dropdown to filter results to tickets only.
Type the ticket number. The matching ticket will appear at the top of the results.
Note: Searching by ticket number is available directly in the inbox UI — you don't need to use the API. The API remains an option if you're looking up tickets programmatically.
Using filters in your searches
To find something more specific, you can add filters to your search. For example, if you’re trying to find all tickets where the Priority is “High”.
All filters are combined using AND logic. Only conversations that match all of the filters and keywords will be returned. It’s currently not possible to filter your conversations with OR logic.
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