Searching tickets and setting up filters

Helprace has a powerful search function that works as part of its message filters or views.

Ticket filters or views allow you to organize tickets according to your workflows. For example, a ticket may have different labels, tags or statuses throughout its life cycle. To learn more, read this article on working with filters: Using Filters (ticket views).

Tip: For a quick guide to all the data that can be searched, see the Helprace search guide.

How to add a search query as a filter

Helprace's ticket search engine allows you to save these searches with a single click by adding them as filters. This allows you to come back to that search query time and time again.

Here's how to do this:

  1. Open your Helprace ticketing portal by heading over to Tickets
  2. Type in your search query and hit Enter. In this case we've typed in shipping. This search query curates tickets that are related to shipping.



  3. Click the gear icon on the right of FILTERS.



  4. Your search query is automatically saved. Add a title to best describe your filter.



  5. Hit Save

Search fields guide for tickets

The Helprace search engine has a variety of search fields that can help isolate tickets into particular groups. This is essential in aligning Helprace to work as part of your own as well as your agents' unique workflows. The chart below shows search terms that can be used to isolate tickets using search fields.

Tip: Search fields are case sensitive, ie: input subject:phone instead of Subject:phone.

Search field Description Value Example

(none)

searches for term occurrence in tickets

text
ship

id:

ticket ID number

numeric
id:20

subject:

searches for terms in ticket subject

text
subject:phone

text:

searches ticket subject, body, replies to it as well as private notes

text
text:shipping

 tagged:

searches for tag matches

text
tag:car
tag:car OR tag:"big gun"

status:

displays tickets with a
certain status

new
open
pending
on-hold
solved
closed

status:pending

priority:

displays tickets with a certain priority

low
normal
high
urgent

priority:low
priority:(urgent OR low)

type: 

displays tickets with a certain type

question
incident
problem
task

 type:ticket
created: dates range during which ticket updated date range*
created:[NOW-10MINUTES
TO NOW]
updated:
dates range during which ticket updated date range*
updated:[2014-10-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
requester:
first name, last name or email of ticket author text
requester:"michael kalman"
submitter: first name, last name or email of ticket submitter if differs from author text
submitter:kalman

assignee:

filters out tickets based on who they're assigned to

text
assignee:jsmith@gmail.com

reply:

searches in replies to tickets

text
reply:"sorry to hear"

attach_title:

searches attachment title with extension

text
attach_title:"file.jpg"
spam: lists tickets marked as
spam
Y yes
N no
U undefined
spam:n

via:

or

channel:

 Channel of a ticket origin. email
admin-panel
user-portal
feedback-widget
api 
 
via:email

or

channel:feedback-widget

received_at

or

inbox

 Inbox email address the ticket has been received at. You can find the list of inboxes on the Settings > TICKETS > Emails page. text 
received_at:support@acme.com

or

inbox:contact@acme.com
 

satisfaction

Search for tickets depending on the status of their satisfaction rating. Possible arguments:

offered - requester has been asked to rate their satisfaction. It is irrelevant whether requester actually voted.

unoffered - requester hasn't been asked to rate their satisfaction

good - requester voted "Good"

bad - requester voted "Bad"

commented - requester provided a comment (whether the vote is good or bad is irrelevant)

Tip: See examples on the right for combinations of arguments to get "good without comments" or "bad with comments".

 

offered

unoffered

good

bad

commented

satisfaction:offered
satisfaction:good
satisfaction:(good AND NOT commented)
satisfaction:(bad AND commented)

satisfaction_comment

Searches within the text of comments provided by requesters

text 
satisfaction_comment:"very polite"

Searching with brackets

Helprace uses two types of brackets in its searches:

Operator Description Example
( )
Used when one or more search term needs to be combined 
status:(new OR open)
text:(ship AND shipping)
[ ]
Used to search for a range
updated:[NOW-24 HOURS TO NOW]

Searching for date range

When searching for a date range, Helprace uses square brackets to denote that range.

Search Term Result
updated:[NOW-24HOURS TO NOW]
Displays tickets modified in the last 24 hours
updated:[NOW-10MINUTES TO NOW]
Displays tickets modified within 10 minutes
created:[2014-10-01T00:00:00Z TO 2014-11-02T00:00:00Z]
Display tickets created from Oct 1 to Nov 2, 2014

You can also create filters based on these dates.

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