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 better. For example, a ticket may have different labels, tags or statuses throughout its life cycle that you may want to keep track of.

Filter types

There are three types of ticket filters:

  • Shared (visible globally for everyone).
    Owners and Admins can manage them. Agents can only view them.
  • Team (visible to members of a certain Team). 
    Owners and Admins can manage them. Agents within the Team can only view them.
  • My Filters (visible to the individual only).

Learn more about Teams

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.

  • Go to   Tickets
  • Type in your search query and hit Enter. In this case we've typed in guitars. 




  • Click the   icon on the right of Tickets and select Add filter.
  • Your search query is automatically saved. Add a title to best describe your filter and save.

Use the search helper to set common fields quickly. Click on the desired field to set it or hover for a sample query.

Search fields guide for tickets

The Helprace search engine uses a variety of fields that help filter, drill into or track your tickets. The chart below shows search terms that can be used to isolate your tickets.

Field Description
none If field not specified, searches in:  
requester, submitter, ID, subject, reply, note, tag, team, organization, group, attachment, company, custom fields
assignee

ID, first, last name, all emails, all phone numbers

assignee:me
assignee:25
assignee:"James Smith"
assignee:j.smith@acme.com
assignee:James
assignee:Acme
assignee:acme.com
assignee:+19380801008
attachment

attachment name

attachment:file
created

date or date range ticket created

created:[NOW-24HOURS TO NOW]
custom_fields

field name and its selection

custom_fields:(Product AND Widget 1)
id

ID number of ticket

id:25
id:t25
note

text in internal ticket notes

note:James
organization

tickets from Organization name or ID

organization:acme
organization:5
priority

ticket priority: low, normal, high, urgent

priority:(urgent OR low)
received_at

inbox ticket received at

received_at:billing@mcc.com
reminder_date

scheduled reminder date or date range

reminder_date:[NOW-24HOURS TO NOW]
reply

text in ticket replies

reply:"fatal error"
requester

ID, first, last name, all emails, all phone numbers

requester:me
requester:25
requester:"James Smith"
requester.smith@acme.com
requester:James
requester:Acme
requester:acme.com
requester:+19380801008
satisfaction

options: offered (requester asked to rate support), unoffered (requester has not been asked to rate support), good, bad and commented 

satisfaction:(bad AND commented)
satisfaction_comment

text in satisfaction comment

satisfaction_comment:service
solved

date or date range ticket solved

solved:[NOW-24HOURS TO NOW]
spam

is the ticket spam

spam:y
status

ticket status: new, open, pending, on-hold, solved, closed

status:on-hold
subject

text in ticket subject

subject:"urgent matter"
submitter

ID, first, last name, all emails, all phone number

submitter:me
submitter:25
submitter:"James Smith"
submitter:j.smith@acme.com
submitter:James
submitter:Acme
submitter:acme.com
submitter:+19380801005
tag

ticket tags.

tag:(shipping OR ship)
text

text in ticket: subject, replies, internal notes

text:refund
type

ticket type: question, problem, incident, task

type:(incident AND problem)
updated

date or date range ticket updated

updated:[NOW-24HOURS TO NOW]
via

ticket submitted via: email, admin-panel, user-portal, feedback-widget, api

via:api

To learn more about searching, see the Helprace search guide

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