Searching for Cases and Customers

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Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article. See Agent Desktop Search.

Overview

Search is a critical part of the Desk.com Classic Agent console. Key to finding the case (or cases) you need when you need them--from cases assigned to a particular agent/group, cases that have specific labels, or searching for cases based on any other parameters--lets you drill down to just what you're looking for. It's a powerful tool for helping agents to resolve customer inquiries efficiently.

This article will explain h
ow to use Search in the Classic Agent console so you can find case and customer information by searching on keywords and dates.

Using the Basic Search Tab

 

Step 1: From your Classic Agent desktop, click the magnifying glass icon to go to your search page:

 

 

Step 2: To do a quick search, enter some keywords or information relating to the case, customer, or company you're looking for.

 

Here you can see:

  1. The search bar, where you enter your search terms. You can search for keywords by entering the keywords you are interested in, or perform an advanced search using the operators defined in Search Syntax. In this example, we've simply searched for a specific customer.
  2. The body of information returned in a particular search result, which gives you a summary of matching results for quick access.
  3. The “Add Search to Favorites Link”, giving you ability to save a search and bring up the search next time from the Favorite Searches panel.
  4. Your list of saved Favorite Searches on the right for quick access in the future.

Using the Visual Advanced Search Tool

Step 1: Open the Visual Advanced Search tool by  click the expand arrow in the search bar/

 

Step 2: From here, you can easily search using all of the same parameters possible using syntax, like channels, labels, case status, etc in a visual, easy to understand format.  

 

For example, the image below is a search for email cases containing the exact words "Email form", with a custom label "From Web Portal", that were created this month:

 

 

Step 3: The specific results are returned.

 



Supported Search Operators


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.

 

Search Operator Result
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.

label:spam,chat

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:

label:spam label:chat

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 parentheses () 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. For example, if you search fosubject: (+orange -pear) you will search for subject fields with text containing 'orange' but does not contain 'pear.' 


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).

Common Search Example Syntax

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

 

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'
subject: (+orange -pear ”green apple”) Searches field subject for text containing ‘orange’ but does not contain ‘pear’ or the phrase ‘green apple’
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.
label:"!VIP" Searches for cases that do NOT have the "VIP" label
company:Acme Searches for company
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.


The above examples illustrate common uses within Desk.com. Full details of the available search syntax can be found here:

http://lucene.apache.org/core/old_versioned_docs/versions/3_4_0/queryparsersyntax.html

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