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Searching for tickets

Ticket Handling

The search bar is at the upper left of the agent interface. On most helpdesks, this enables you to search the full text of all ticket fields (except custom fields).


You can also click the gray plus icon next to a user’s name to create a new ticket for that user. To view all their tickets, click on the number of tickets next to it e.g. 3 Tickets.



A quick way to look up a certain ticket is to search for its ID number or ref code.

By default, your results are sorted by Best Match which ranks the items by how relevant they are to your search terms. Directly above the results you can choose to sort by:

  • Last Activity (how recently a ticket had a new message).
  • Date Created (how recently the ticket was created).


If you’re looking for a ticket you’ve worked on recently, you can use the Last Activity tab to re-order the results.


While searching, you can also expand the search by entering multiple terms and splitting them with 'OR' and this will allow you two search for more than one phrase at a time


Advanced ticket search

If your helpdesk has a lot of tickets, you may not be able to find the ticket you want with the toolbar search box. You can construct a much more detailed custom search from the list pane. The advanced search also enables you to search using custom field values, which are not supported in the search bar.

Click the Search tab in the list pane to access advanced ticket search.

The advanced ticket search lets you search across many more properties of the ticket than the quick search: for example, you can search through all message text, not just the ticket subject.

You can narrow down your search using:

  • Status
  • Agent (and/or team)
  • Fields (department, product, category, priority, workflow, custom fields you have set up etc.)
  • Subject
  • Message (the text, who wrote it, and when)
  • User (name, email, usergroup)
  • Organization
  • Dates & Times

By default, your search is limited to tickets which are assigned to you and have a status of eitherawaiting agent or awaiting user.


Let’s say you want to narrow down the search further by specifying a category.


  1. Click the Fields image9 icon
  2. A gray panel opens showing fields search options. Click to select a category. image10
  3. Your selection is shown as a gray box. image11
  4. Click outside the gray panel to close it.
  5. Click Search to see your results.


Only tickets which match every property you have searched on will show up in your search results.

In the example search shown below, the ticket status must be awaiting agent and the department field must match “Support Dept” and the organization of the user must be DreadCo and the user total waiting time must be more than 6 days. (From this view, you can see which properties have been used in the search, but not what values you are searching for).


You can click the gear icons to view and edit the search terms for a particular ticket property.


Note that the plusicon icon at the lower left of the gray search options pane lets you access extra search options.


To clear Status and Agent options, just click the white box and then uncheck them.

Don’t forget to clear the defaults for status and agent if they’re not what you want.

To clear options denoted by gray boxes, click the x at the left.


To clear text entry options, delete the entered text.

If you want to completely clear your search and go back to the default setting, click Reset under the Search button.


Only the tickets with the checked status types will show up in your search results.


You can search for any combination of core status.


You can search for tickets assigned to any agent or team.


If you select Unassigned and Me, your search will match tickets which are either unassigned or assigned to you.

If you select Sales Team, your search will match tickets which are assigned to that team, but not tickets which are assigned to an individual agent who belongs to that team.


The fields search allows you to match by department, product, category, priority or workflow (your helpdesk may not have all of these set up).

Note that you can also choose None to match tickets which have no value entered for a field.

You can choose to apply either is or is not to the field.

This will match tickets where the product is not Gyrocopter (including tickets with no product).


This will match all tickets which have a category, but not tickets where no category was set. tickets-not-empty

The extra options accessible from the plusicon are:

  • Ticket ID
  • Ticket ref code
  • Urgency
  • SLA
  • SLA status
  • Custom fields
  • Labels

You can filter the available search options.


Message text

You can enter text into the Subject and Message boxes. You can press Enter to update your search straight away.

Use the gear icon to construct more advanced searches.

You can choose to search for tickets which either contain or do not contain the text.

You can choose to match/exclude by:

  • All words - every word you enter must be present for a ticket to match
  • Any words - a ticket will match if any of the words you enter is present
  • Phrase - the words you enter must all be present in that order

The message search also has options to match messages:

  • By anyone
  • By an agent
  • By a user

and to match messages

  • Written any time
  • Written before
  • Written after
  • Written between

where the relevant time is selected from a calendar.


Click Relative time on the calendar to specify a number of minutes, hours, days, weeks, months or years ago.

For the text search options, the plusicon icon does not let you select extra properties, but instead lets you chain searches together.


You can search on the details of the user associated with the ticket:

  • Name
  • Email
  • Usergroup

and from the plusicon icon:

  • Custom fields
  • Person ID
  • Date of profile creation
  • Labels
  • Contact Phone
  • Contact Address
  • Contact Instant Messaging


You can search on the organization associated with the ticket.

From the plusicon icon:

  • Date created (date the organization was added to your helpdesk)
  • Email Domains
  • Labels
  • Name
  • Contact Phone
  • Contact Address
  • Contact Instant Messaging

Dates & times

You can search by:

  • User Waiting Time (time the user has been waiting since the last agent action)
  • User Total Waiting Time (how long the user has spent waiting over the life of the ticket)
  • Date Created
  • Date Resolved
  • Date Closed (that is date the ticket was archived - this only applies to very large helpdesks which have to archive old tickets)
  • Date of Last Agent Reply
  • Date of Last User Reply
Authors list

First published: 22/03/2017

Last updated: 20 Aug 2019 by Emily Booth