Search for and sort through tickets

← Ticketing System

Whether you have fifty, a hundred or over a thousand tickets, you need an easy way to search and sort them. Whether you’re looking for a specific ticket or need to view a whole group, you have several options.

Search parameters are made up of field:value pairs. For example, to find all tickets assigned to you, you would search for assignee:me.

Search parameters

Field Value(s) Description
"Custom Field" none
"Field Value"
 Select tickets based on values for any custom field you create. Use * as a wildcard.
from joe@example.com
"Person’s Name" 		If you’re looking for tickets submitted by someone specific, you can search for the person’s name or email address.
status open
closed
deleted
spam
 Ticket status
assignee any (default)
me
others (anyone but you)
none
agent@example.com
"Agent Name"
"Queue Name"
 Agent or Support Queue the ticket is assigned to
queue none
"Queue Name"
 Support Queue the ticket is associated with. If a ticket was first assigned to a queue and then to an agent, this remembers which queue it was assigned to before.
number 12345
 Find a specific ticket by ticket number
channel email
web
 Which type of source the ticket was created in (e.g., email or web)
created today
yesterday
week
month
year
 Relative time ago when the ticket was created
updated today
yesterday
week
month
year
 Relative time ago when the ticket was last updated
sort updated (default)
created
reply
 Sort tickets by another parameter
order desc (default)
asc
 Ticket sort order

Custom Fields: You can also search for tickets using custom fields. So if your custom field is Country and one of the predefined values is India. You would search…

  • "Country":"India" (quotation marks must be included around the custom field and around the predefined value you’re searching for.)

You can do the same thing with Custom Fields without predefined values.

  • "Country":"I don’t have one"

You can also search for custom fields that have been left blank.

  • "Country":"None"
Text: Note: You can also search with just a string of text and it will search the tickets and notes. 
  • Sign-in problems
  • I need help
  • Joe said
(A text search can also be used in conjunction with any of the search parameters above.)

Combining Search Parameters: You can also combine search parameters to get results that are more refined. You could do…
  • assignee:me status:open updated:yesterday

Negating Search Parameters: Any of these search terms can be negated. For instance, to search for all tickets not from joe@xyz.com, you would put a hyphen before the term.

  • -from:joe@xyz.com
  • -updated:yesterday
  • -assignee:me

Searching within a Parameter: Maybe you want to search for tickets assigned to either Mary or Joe. Or you want to view tickets marked as deleted or spam. You can do this by simply inserting a comma.

  • assignee:joe, mary
  • updated:today, yesterday
  • status:deleted, spam

That’s how you can search for tickets within your Admin Console. Now go find some tickets!

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