– The search function allows you to search for tickets, users and many other information available in the system.

– Default searching criteria as followings:

(1) Default filtering options

(2) Perform the search using searching syntaxes allowed by the system

Sample syntaxes:

 

SEARCHING FOR TICKETS

1. Search by Ticket’s status

 status:open //available statuses: new, open, pending, solved, closed 

 

2. Search by Handling agent’s ID

assignee:5746ca4cb14505d51b644e34 //agent's ID 

 

3. Search by Types

 type:questions 

 

4. Search by Priority

 priority:normal 

 

5. Search by Tags

 tags:abc 

 

6. Search by Subject

 Subject:123 

 

7. Search by Ticket Comment

 comment:"sample comment" 

 

8. Search by Requester’s ID

 requester:5747ec7c5586fcb06541db68 //requester's ID

 

9. Search by Organization

 organization:5746cd7eb14505d51b644f17 //organization's ID 

 

10. Search by Group

 group:5746cce9b14505d51b644f14 //group's ID 

11. Search by Ticket Field (Label)

Syntax: cs.[field_key]:value

 
cs.CustNo:A003
cs.gender:female

SEARCHING FOR USERS (AGENT OR REQUESTER)

1. Search by Email

 email:abc@example.com 

 

2. Search by Phone No.

 phone:090893xxxx 

 

3. Search by Name

 name:John 

 

4. Search by Tags

 tags:VIP 

 

5. Search by User’s ID

 id:5746ca4cb14505d51b644e34 //user's ID 

 

6. Search by Group

 group:5746cce9b14505d51b644f14 //group's ID 

 

7. Search by Organization

 organization:5746cd7eb14505d51b644f17 //organization's ID 

 

SEARCH FOR ORGANIZATION

1. Search by ID

 id:5746cd7eb14505d51b644f17 //organization's ID 

 

2. Search by Name

 name:yahoo 

 

3. Search by Tags

 Tags:123 

 

4. Search by Note

 notes:"note for searching"