Next Generation Agent Console Search

Overview of Agent Search

There are multiple ways to use the search functionality in the Next Generation Agent console. In this article, you will learn how to perform different types of searches in Desk.com such as using the Quick Search feature for basic searches and advanced search for complex search queries.

Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent and Classic Agent.

In this article:


Quick Search

Quick Search is available from anywhere in the Next Generation Agent console. With the Quick Search, you can search for keywords within a case.

Pro-tip: If you search for the Case ID in the Quick Search, that case automatically opens up.
 


Quick Search allows you to perform fast and easy searches. If you need to refine your search or if you don't have keywords you want to search for, you can use the Advanced Search to specify parameters other than keywords.


Advanced Search

To access the Advanced Search, click the search box and then click on Advanced. With the Advanced Search, you can search for different items such as Assigned, Attachment, Case ID, Channel, Labels, Status, etc. For example, searching for "bagels" will return all instances where the term "bagels" exist, such as cases with the label of "bagel", and cases with descriptions that contain the word "bagels". Advanced search allows you to perform searches for filtered results such as only finding cases that have "bagel" as a label or Facebook as the channel.
 

 

Along with the case results, the system generates syntax to match the search parameters. You can save this syntax for future searches. The difference with Advanced Search is that the visual input gives you an easy way to perform complicated searches.


Search Commands and Operators

Desk.com allows you to search for cases to find specific matches for your needs. Rather than just searching for basic keywords you can get more specific by searching the subject of cases, or between specific date ranges.


Common Search Syntax

The following are common examples of the types of searches you might try to create in a Desk.com case search:

Keyword Input Filter
subject: apple Searches field subject for text containing ‘apple’
desc: orange Searches field description for text containing ‘orange’
custom_[custom field name]: pear
(i.e. custom_fruit: pear)
Searches your custom field for text containing ‘pear’
banana Searches across all fields (subject, desc, custom) for text containing ‘banana’
(banana AND pear) Searches across all fields for text containing both ‘banana’ and ‘pear’
banana pear Searches across all fields for text containing either ‘banana’ or ‘pear’
subject: “apple pie” Searches subject for the matching phrase ‘apple pie’
subject: apple pie Searches subject for text containing ‘apple’ and all fields for text containing ‘pie’
subject: “apple pie” AND desc: orange Searches subject for the phrase ‘apple pie’ and description containing the text ‘orange’
subject: "apple pie" NOT subject: cherry Searches subject for the phrase "apple pie" and excludes those that contain the text 'cherry'
label:“!VIP” Searches for cases that do NOT have the "VIP" label
company: Acme* The wildcard * allows searching for anything containing Acme , such as Acme Corporation, Acme Inc., Acme Company


Note: To execute an "AND" search in the Desk.com Case Search, enclose the terms in parentheses, e.g., (banana AND pear)


List of Search Operators

Search operators allow you to use syntax to build custom searches that can range from simple to elaborate. For example, searching for created:week will search for all cases created in the past week.

Here is the list of all supported search operators: 

Search Operator Definition
customer: or name: Search for cases by customer full name
firstname: Search for cases by customer first name
lastname: Search for cases by customer last name
email: Search for cases by customer email
phone: Search for cases by customer phone
company: Search for cases by company name
twitter_user: or twitteruser: or tweeter: or twitter: Search for cases by twitter user
label: or labels: or tag: or tags: Search for cases by label
case: or case_id: or caseid: or display_id: or displayid: or ticket_id: or ticketid: Search for cases by case id, also accepts a list of case id’s separated by a comma
casesubject: or case_subject: or ticketsubject: or ticket_subject: or subject: Search for cases by subject
casedesc: or case_desc: or case_description: or casedescription: or ticketdesc: or ticket_desc: or ticket_description: or description: Search for cases by case description
status: or state: Search for cases by status
priority: Search for cases by priority
group: Search for cases by group
assigned: or assignedto: or responsible: or agent: Search for cases by assigned agent
channel: Search cases by channel type, options are email, facebook, callback, question or answer, tweet, or phone
note: or notes: Search for cases by notes
attachment: or attachments: Search for cases by attachment file name
created: Search for cases from created at date, options are today, yesterday, week, month
updated: Search for cases from updated at, options are today, yesterday, week, month
custom_[field_name]: Search for cases by custom fields


Advanced Search Operator Examples

Next Generation Agent console search is based on the lucene text search engine. Anything within parentheses () allows for advanced search functionality. Full details of the available search syntax can be found here. Here are some things to note when using advanced search operators:

  • The "+" or required operator requires that the term after the "+" symbol exist somewhere in the field.
  • The "-" or prohibit operator excludes records that contain the term after the "-" symbol.
  • Boolean operators allow terms to be combined through logic operators. Desk.com supports AND, "+", OR, NOT and "-" as Boolean operators (boolean operators must be ALL CAPS).
Advanced Search operators:
Search Operator Result
subject: (+orange pear) Searches field subject for text that must contain orange and may contain pear
subject: (+orange -pear) Searches field subject for text containing ‘orange’ but does not contain ‘pear’
subject: (+orange -pear ”green apple”) Searches field subject for text containing ‘orange’ but does not contain ‘pear’ or the phrase ‘green apple’
subject: (goat~) Near search would return records like ‘moat’ and ‘boat’
("green apple" OR "pear") Searches for phrase ‘green apple’ or the word pear
(apple AND "ripe banana") Searches for the word apple and the phrase ‘ripe banana’
priority: 1 subject: (+orange pear) Normal searches can be mixed with more advanced ones. This search searches for cases with a priority of 1 and has a subject that must contain orange and may contain pear.


​Exceptions: Note the following advanced features are not available for some fields due to limitations of the data.

These fields are:

  • label: or labels: or tag: or tags
  • priority:
  • channel:
  • group:
  • created:
  • updated:
  • custom_[field_name]:

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