There are two ways to search in Proactive Bulk Tickets. Agents can use the User search and Organization Search. The search feature is part of Audiences. An Audience is a way to reach people.

You'll only be able to use any of the search options to the fullest if you have all your customers in Zendesk. Most often Business-to-Business and Business-to-Employees teams have this, whereas Business-to-Consumer don't.

User Search

User Search focuses on searching on the users. You can use any of the native Zendesk search features. Once you've searched it shows all found users, you can then select the users you would like to inform. They are included in the Audience to inform.

With Filter you can drill down even further in the search, this is handy if you have a large number of users (> 500 users).

Selected Users will shift over to the Selected Users tab. And if you accidentally added someone, this is also the place to remove them.

Organization Search

Organization Search mainly handles when you need to inform people from specific Organizations, with a certain tag or name. Here you'll also have the same options as with the User Search. However the major difference is it search for the organization first, and then results you all the users that are attached to that organization.