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This is a thorough list of all supported search operators you can use when searching for cases and customers. For example, searching for created:week will look for all cases created in the past week.
|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|
- To search for multiple words at a time, use quotes. For example:
subject:"when will my order ship"
- Search for one field (OR) another, use a comma between them.
This search will return cases with label "spam" or "chat". This can be applied to other fields, like priority, status, channel, etc.
- To search for more than one field (AND), use a space between them:
This search will return cases that have labels "spam" AND "chat" appended to them.
Advanced Search Examples
Under the hood the agent search is based upon the lucene text search engine. This allows us to support the advanced search features of lucene. Anything within brackets () allows allows us to use advanced search features.
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(Note: Boolean operators must be ALL CAPS).
|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.|
|custom_field:"escape/:/syntax"||You can search for a string containing a reserved search word such as the colon ":" by wrapping it in forward slashes. In the example the custom field value escape:syntax would return 0 results for custom_field:"escape:syntax" but would return the correct results for custom_field:"escape/:/syntax".|
|label:"!excludeme"||You can exclude a label from your search using the ! inside the value of your search string. This only works for labels and not for field values.|
|searchter*||You can use the wildcard "*" at the end of a word, but not at the beginning. There are currently no plans to add a wildcard search at the beginning of a search term.|
Please note these advanced features are not available for some fields due to limitations of the data. These fields include:
label: or labels: or tag: or tags
The best way to see examples of how the search works is to go into the agent and actually run a search. You will be able to see the search string in the search box, and then can manipulate it further using the search operators listed in this article.
For more information on Search see: