This article contains tables listing and describing data property keywords and values that can be used, along with common search operators, to narrow your search results. There are also sections describing more advanced search methods and formatting.
This article is aimed at administrators, support managers and agents with full access to the data in Zendesk Support.
This article includes the following topics on advanced search methods:
- Search terms and terminology
- Searching for properties that contain no data
- Searching by date and time
- Sorting search results
- Search FAQ
This article includes the following reference tables:
Search terms and terminology
Search terms are user-defined words, phrases, or values. Examples:
- serial number
- "Jane Doe"
Search terms are case-insensitive. For example, "App" and "app" return the same results.
A single-word search term returns a result if it appears in the data as follows:
- a single word
- a single word in a longer phrase
- the prefix of a longer word
The search term will not return a result if it appears in the data as follows:
- in the middle of a word
- at the end of a word
For example, the search term "top" would match "top", "top tier", "Top Ten Trucking", "Tip-Top Mops", "Big Top Entertainment", and "Dessert Toppings, Inc". It would not match "Desktop Solutions" or "One-Stop Publishing".
Search terms can consist of multiple words. Enclose the words in double quotes if you want the search to only return exact matches. Example: "Jane Doe". You can omit the quotes, in which case search reverts to AND matching logic. In other words, all the words must be present in the record in any order for a match. For example, searching for the following phrase returns results only if all the words are present, in any order.
Please upgrade my account
You can narrow your results by combining property keywords with search terms and operators. Example:
A property keyword is the name of a property in a ticket, a user, an organization, or a group. Examples:
See the following property keyword references for all the properties and details about each:
Example property searches:
|priority>normal||priority||Tickets with a priority of high or urgent|
|subject:2fa||subject||Tickets with the search term 2fa in the subject|
|email:firstname.lastname@example.org||The user with the email email@example.com|
Some properties have predefined values. For example, the ticket status property has the following predefined values: new, open, pending, hold, solved, closed. You can only search by these values. Example search:
status:open. See the property keyword references for details about each property.
Other properties accept user-defined search terms. Example:
subject:2fa. The same matching rules apply for property searches with the exception of prefix matching. Results are not returned if the search term appears as the prefix of a longer word. For example, the search term "tier" would return results for "tier 1" and "tier 2" but not "tiered".
You can search for multiple values of a single property by including the property keyword multiple times in a query. Example:
Search uses OR logic for matching in this case. The previous example returns results that contain either the tag "silver" or the tag "bronze".
The following search expression looks for anything with the tag "vip" that was created before May 1, 2019:
How it works:
- tags is a property keyword indicating you're searching only within a specific data property, in this case a tag.
- : is the "equal to" operator indicating the tag property value needs to be equal to the subsequent search term. Note that there's no space before or after the :.
- vip is the search term.
- created is a property keyword indicating you're searching the created data property for items created relative to a certain date.
- < is the "less than" operator indicating you're searching for records created before a certain date.
- 2015-05-01 is a search term indicating the date you want to use.
Searching for properties that contain no data
Properties that contain no data can be searched for using
none as the search term, along with the group, tags, via, organization, or assignee keywords, as in this example:
This returns all unassigned tickets.
Searching by date and time
Date property keywords - created, updated, solved, and due date) can be combined with search operators to return data from a specific date, before a certain date, and after a certain date. To search dates in any locale, use the format YYYY-MM-DD. You can also use locale-specific formats such as MM/DD/YYYY in the United States.
To search for data before a certain date, use the less than (<) operator:
To search for data after a certain date, use the greater than (>) operator:
To search for a specific date, use the equals (:) operator:
You can also use the <= or >= operators to indicate less-than-or-equal-to and greater-than-or-equal-to respectively.
Searching with combined dates and times
You can specify a combined date and time using ISO8601 syntax:
The first example above searches for anything created after September 1, 2015 at 12:00 p.m. (Pacific Standard Time).
The second example above searches for anything updated before September 1, 2015 at 12:00 p.m. (UTC).
Searching within a date/time range
You can search within a date range, for example August 2, 2014 through August 4, 2014, using the following search statement:
You can also include specific times in your search range. The following example searches for anything created between August 1, 2014 at 11:59 p.m. (UTC) and August 4, 2014 at midnight (UTC):
Searching with relative times
You can search for a time relative to the present time, using the time units hours, minutes, days, weeks, months, or years. The following search returns anything created in the last four hours:
Sorting search results
You can sort your search results by field, in ascending or descending order, using the following keyword phrases:
Sorting is available on the following fields:
sort keywords is equivalent to using the API parameters
- How soon can new data be searched?
When you add new data to Zendesk Support, it typically takes about a minute before it's indexed and can be searched.
- How does punctuation affect search?
Punctuation characters are generally not included in searches.
- Are there limitations to wildcard searches?
You can only do wildcard searches when combined with property keywords (
subject:photo*). The wildcard must go at the end of the search term.
- Who can search what?
Administrators can search all the data in Zendesk Support. Agents can search the data that they've been granted access to. End-users can do full text searches of the knowledge base.
What languages are supported?
There is language-specific support for searching in the following languages:
The support includes dictionary-based tokenization for Japanese, because words are not separated by spaces in that language. For the other languages, the language-specific support is primarily stemming, which allows different forms of the same word to match. In particular, the singular and plural forms of a word will generally match.
You can use the following search operators to build your search statements.
|:||The colon indicates that the given field should equal the specified value.
|<=||Less than or equal to.
|>=||Greater than or equal to.
|" "||Double quotes. In a simple keyword search, this is referred to as a phrase search and returns the exact words in the exact order.
"Please upgrade my account"
Note: In the Japanese version of Support, this feature does not work as expected. A simple keyword search that includes double quotes returns results, but the results are not the exact words in the exact order.
In a search including data properties, use double quotes to perform an inclusive AND search, returning results that include all properties in the search.
|-||Minus sign excludes items containing a word (or property value) from the search results. For example, the following statement searches for any tickets with the status 'pending', but excludes any tickets containing the tag 'invoice' from the search results:
|*|| The wildcard operator is useful when you want to search various forms of a word. For example, searching for
However, because of the performance issues involved with doing wildcard searches, unqualified wildcard searches are not currently supported. In other words, you need to use a property keyword to make your search specific to the data you're trying to locate.
User property keywords
Here's the list of user properties that can be searched.
||The user's partial or full name.
||The user's designated role.
|Specify the user's email address, or specify
||The user's group name. This only applies to admin and agent users.
||Specify the user's organization name or ID, or specify
||The date the user was added to your Zendesk.
For more information on using date and time in your search, see Searching by date and time.
||All text in the notes field in the user's profile.
||All text in the details field in the user's profile.
||Specify the user's external ID, if used, or specify
||Specify the user's phone number, or specify
||Specify tags on the user's profile, or specify
||Custom user fields.
Search for users with or without verified email using
To search for users with a verified email address:
To search for users without a verified email address:
Search for users that are and aren't suspended using
To search for suspended users:
To search for users that aren't suspended:
Search for users based on a WhatsApp phone number.
Organization property keywords
Here's the list of organization properties that can be searched.
||The organization's partial or full name.
||The date the organization was added.
|| All text in the notes field in the user's profile.
|| All text in the details field in the organization's profile.
||Specify tags that have been added to the organization, or specify
Custom organization fields.