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Search for tickets via the Help Desk
Search for tickets via the Help Desk

Deep-dive on all the ways you can search and filter for tickets via the Help Desk.

Patrick Andrews avatar
Written by Patrick Andrews
Updated over a week ago

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.

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 refund tickets where the Refund policy is “No refund”.

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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