Search tickets and customers

Press / or ⌘ K anywhere in the helpdesk, or click the magnifier at the top of the navigation panel. Type at least two characters and results appear as you type.

Read the results#

Results come in two groups, Customers and Tickets, with tabs at the top to show both or only one. The number on each tab is how many matched; 30+ means more than that.

Each ticket shows its channel, subject, status, customer, when the last message was written and by whom, and a line of the text that matched. Matching words are highlighted. More results under the tickets opens advanced search with the same words.

How words are matched#

• Tickets are searched by subject, the text of their latest 50 messages and internal notes, and the customer's name, email addresses and phone numbers.

• Customers are searched by name, email address, phone number and other addresses, and by the external id your store or another system gave them.

• Each word matches the start of a word, so refun finds "refund" and "refunded".

• Every word you type has to match. cracked jar finds tickets with both words, in any order.

• Punctuation splits words, so #HP30575 finds the order number written as HP30575, and a tracking number finds the ticket that mentions it.

• A ticket number finds that ticket.

• A whole email address matches only that address.

• Upper and lower case make no difference.

Hover over How search matches in the search box for a reminder.

Advanced search#

Advanced search lists matching tickets as a table you can filter, sort and act on. Open it with Advanced search in the search box, with Shift Enter, or from More results.

1. Type your words in the box above the table.

2. Choose Add filter to narrow the results by Status, Channel, Agent, Tag or Priority. Add several to combine them; Clear removes them all.

3. Tick tickets to act on them, as in any view. See Act on many tickets at once.

Advanced search reads the best 100 matches for your words, then applies the filters to those. When the count says 100 or more tickets, add another word so the filters work on the tickets you want.

Search only customers#

Customers in the area menu has its own search box above the customer list, which matches names, email addresses and phone numbers. See Customer profiles.

Find the same tickets again and again#

Searches are not saved. For a list you check every day, such as open tickets tagged damaged, build a view instead: it keeps its filters, counts its tickets and sits in the navigation panel. See Views and View filters.