Once Advanced Search Plus has been installed and activated, you can access it at any time by clicking the icon in the sidebar of the Zendesk Agent Dashboard.
The Advanced Search Plus screen displays.
In this Article
Running a Search
Clearing the Search
Adding Filters
Using the Search Results
Changing the Columns in the Search Results
Exporting the Search Results
Running a Search
- Select if you want to search in Tickets, Organizations or Users. The default is Tickets.
- Enter the Search term.
Search terms are words, phrases, or values.
The search term is case-insensitive.
Notes: The Advanced Search Plus uses the Zendesk search and converts the Search term you enter into a Zendesk search. For full details of how to enter the Search term, refer to Search terms and terminology in the Zendesk help article Zendesk Support search reference.
If you want to find all Tickets, Organizations or Users, without adding a filter, you can enter an asterisk (*) as the Search term. - Click Search or press the Enter key.
- The Search Results display.
The following is an example of searching in Tickets.
The following is an example of searching in Organizations.
The following is an example of searching in Users.
Clearing the Search
To clear the search criteria, any Filters (see below), and the Search Results, click Clear.
Adding Filters
You can apply Filters to search on any Standard Field or Custom Field and on values such as the Created or Updated Date.
The Filters help you to narrow down your search with operators such as "is", "is not", "between", "doesn't have a value".
You can use one or more of the Filters on their own, or in combination with the Search term.
- Click Add Filter to include the Filter option.
- Different Filters display depending on if you have selected to search in Tickets, Organizations or Users.
Select the field for the Filter.
- Different operators display as relevant for the type of field.
For example, for a date field you can select Between and the Start and End Date.
For Tags, you can select the operator as Is or Is not and then select from the list of Tags values.
In the following example the Custom Filter is a Multi-select field so this offers different operators and you can select more than one value.
- You can add more than one Filter and when ready, click Search.
To remove a Filter, click the X next to it, or click Clear to clear all.
Using the Search Results
You can click on any of the links in the Search Results. This switches the display as relevant for what you clicked.
For example:
- In the Tickets Search Results, clicking the Ticket ID displays that ticket, clicking the Requester Name displays all the tickets for that user and the user details.
- In the Organizations Search Results, clicking the ID displays all the tickets for that organization and the organization details.
- In the Users Search Results, clicking the ID displays all the tickets for that user and the user details.
Changing the Columns in the Search Results
You can change the columns that are included or excluded in the Search Results using the selector next to the search results count. Checkmark the columns you want to include.
Exporting the Search Results
When you have performed a search you can export the results by clicking Download as CSV. This creates the report as a results.csv file in your Downloads folder. The columns included in the download file are those that are displayed in the search results. You can change the selection of columns included in the results and in the export as above.