Helprace search guide
Aside from typing in a search phrase, you can use search fields, values, operators and ranges to better refine your searches.
Helprace search supports stemming and word forms. This means that you'll find a topic containing "dog" when you're searching for "dogs" (and vise versa), Similarly, you'll see "driving", "driver", and "drive" if you're searching for "driver". As a result, you don't need to use these modifiers unless the words you're searching are some sort of abbreviations or do not share the same root.
We will cover the following topics in this guide:
Searching in Tickets
Use the search helper to set common fields quickly. Click on the desired field to set it or hover for a sample query. The table below shows the complete list of fields for searching tickets. Ticket searches can be saved in filters (views) for future reference. Learn more
| Field | Description |
| none |
If field not specified, searches in:
Michael |
| assigned |
date or date range ticket assigned assigned:[NOW-24HOURS TO NOW] |
| assignee |
ID, first, last name, all emails, all phones of assignee assignee:me assignee:25 |
| attachment |
attachment name attachment:file |
| company |
requester's company company:acme |
| 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") |
| group |
tickets from User Group name or ID group:"VIP Customers" |
| has |
ticket includes has:attachment |
| id |
ID number of ticket id:25 |
| note |
text in internal ticket notes note:attachment |
| organization |
tickets from Organization name or ID organization:acme |
| priority |
ticket priority: low, normal, high, urgent priority:urgent |
| received_at |
inbox ticket received at received_at:billing@mcc.com |
| reminder_date |
scheduled reminder date or date range reminder_date:[NOW TO NOW+7DAYS] |
| reply |
text in ticket replies reply:refund |
| requester |
ID, first, last name, all emails, all phones of requester requester:me requester:25 |
| 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:yes |
| 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 phones of requester submitter:me submitter:25 |
| tag |
ticket tags tag:(shipping OR ship) |
| team |
tickets assigned to Team name, ID team:billing |
| text |
text in ticket: subject, replies, internal notes text:refund |
| type |
ticket type: question, problem, incident, task type:question |
| 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 |
Searching in Community and Docs
Fields for knowledge base articles, questions, ideas, problems or praise topics:
| Field | Description |
|
none |
If field not specified, searches in:
shipping & delivery |
|
id |
ID number of article or topic id:2 |
|
title |
text in title of item title:"Getting Started" |
|
body |
text in body of item body:"creating ticket" |
|
tag |
tag, tags tag:(shipping AND ship) |
|
status |
questions: no_status, answered, unanswered ideas: no_status, under_review, planned, started, completed, declined problems: no_status, acknowledged, in_progress, solved knowledge base: published, unpublished status:no_status |
|
channel |
topic channel: questions, ideas, problems or praise. channel:(questions AND problems) |
|
category |
category name category:"Great Ideas" |
|
spam |
is it spam spam:no |
|
created |
date or date range item created created:[NOW-24HOURS TO NOW] |
|
edited |
date or date range item edited edited:[NOW-24HOURS TO NOW] |
|
last_action_date |
date or date range of last change to item last_action_date:[NOW-24HOURS TO NOW] |
|
creator |
user created item creator:"Michael Kalman" |
|
editor |
user edited item editor:me |
|
votes |
number of votes on item votes:2 |
|
votes_positive |
number of positive votes (not counted in unpublished Knowledge Base articles) votes_positive:[1 TO 2] |
|
vote_negative |
number of negative votes (not counted in unpublished Knowledge Base articles) votes_negative:2 |
|
voters |
number of voters on item voters:3 |
|
voters_positive |
number of positive voters voters_positive:5 |
|
voters_negative |
number of negative voters voters_negative:1 |
|
voter |
user voted on item voter:michael |
|
replier |
user replied to item replier:michael |
|
replies |
number of replies to item replies:3 |
|
repliers |
number of unique replies to item repliers:1 |
|
staff_replies |
number of replies by agents staff_replies:0 |
|
best_reply |
is there a best reply assigned to item best_reply:n |
Searching in People
Searching in Users
Fields for searching in People section.
| Field | Description |
| none |
If field not specified, searches in:
Michael |
| address |
address address:"Main St" |
| city |
city city:"New York" |
| company |
company company:acme |
| country |
country (ISO 2-, 3-character, and full name) country:"US" |
|
email or its part email:john@acmeshop.com |
|
| external_id |
user's external ID (from SSO) external_id:342 |
| group |
user's User Group name, ID group:"VIP Customer" |
| id |
user ID id:20 |
| im |
instant message handle im:mike334 |
| is |
user status: active, deleted, invited, blocked is:invited |
| job_title |
job title job_title:"customer service" |
| joined |
date joined joined:[NOW-24HOURS TO NOW] |
| last_action_date |
date or date range of last activity last_action_date:[NOW-24HOURS TO NOW] |
| name |
first name, last name or both name:smith |
| note |
note in user profile note:"VIP customer" |
| organization |
user's Organization name, ID organization:"ACME Inc" |
| phone |
phone phone:4920993 |
| postcode |
postal code (same as zip) postcode:34900 |
| region |
region (same as state) region:"New South Wales" |
| registered |
date or date range registered registered:[NOW-24HOURS TO NOW] |
| role |
user, admin, agent, owner role:user |
| social |
social network data. For facebook.com/jack123 social:facebook.com/jack123 |
| state |
state (same as region) state:oregon |
| team |
user's Team name, ID team:billing |
| updated |
date or date range updated updated:[NOW-24DAYS TO NOW] |
| website |
website data (name, url) website:google |
| zip |
zip code (same as postcode) zip:34902 |
Searching in Organizations
| Field | Description |
| none |
If field not specified, searches in:
Acme |
| created |
date created created:[NOW-24HOURS TO NOW] |
| domain |
domains assigned domain:acme.com |
| id |
Organization ID id:120 |
| name |
name name:acme |
| note |
text in note description:"computer parts" |
| updated |
date or date range updated updated:[NOW-24HOURS TO NOW] |
Advanced Searching
Searching dates
Helprace supports math expression in search queries, which gives you the flexibility to specify time relative to a fixed moment in time. Current time can be represented with value "NOW", especially when used with 24HOURS, DAY/DAYS, MONTH/MONTHS, YEAR/YEARS.
Tickets modified within 10 minutes
updated:[NOW-10MINUTES TO NOW]
Tickets modified one day ago
updated:[NOW-1DAY]
Tickets modified within the last 24 hours
updated:[NOW-24HOURS TO NOW]
Tickets modified within six months and three days ago, rounds the time to the beginning of that day
updated:[NOW-6MONTHS-3DAYS/DAY TO NOW]
Tickets modified 2 days into the future of a specific date, rounds the time to the beginning of that day
updated:[2014-11-01T00:00:00Z+2DAYS/DAY]
Recently Solved tickets within a latest date range, (between 4 days ago and 2 days ago)
updated:[NOW-96HOURS TO NOW-24HOURS] status:solved
Recently Solved tickets after a date
updated:[2016-12-01T00:00:00Z TO NOW] status:solved
You can search for users in the People page as well
registered:[NOW-96HOURS TO NOW]
Searching with brackets
Helprace uses two types of brackets in its searches:
| Operator | Description |
|
( ) |
for combining search terms status:(new OR open) text:(ship AND shipping) |
|
[ ] |
for searching a range updated:[NOW-24 HOURS TO NOW] |
Searching using terms
Words or phrases typed into the search field can be supplemented with term modifiers. The following term modifiers are supported:
*
Multiple-character wildcard search, must be anywhere but first character. sh*p returns shop, ship
?
Single-character wildcard search, must be anywhere but first character. ship? returns ship, ships, shipping, shipper
~
Partial match search, must be at end only. ship~ returns snip, slip, ships, shin, ship
Searching using operators
| Field | Description |
|
: |
field is / equal to term status:new |
|
" " |
exact term "account number" |
|
+ |
term after + exists somewhere in record (ie: records with "account" might contain "number") +account number |
|
AND && |
both terms ship AND "account number" ship && "account number" |
|
OR || |
either term ship OR "account number" ship || "account number" |
|
NOT - ! |
excludes records that contain term after - (word "NOT"). (ie: records will not contain "number") account -number |
Operators are case sensitive. Operators such as AND, OR and NOT must be always written in capitals.
Term boosters
A term booster is a caret character ( ^ ) followed by a boost factor (a numerical value) following the term or phrase. The higher boost factor, the more relevance will be given to the term or phrase in the search results.
By default, the boost factor is 1. Although this number must be positive, it can be less than one (such as 0.2) in order to lower the relevance of records containing that term.
The term ship will appear 20% less relevant than the term widget:
ship^0.2 OR widget
The term ship will appear 4 times less relevant than the term widget:
ship OR widget^4
Excluding characters
The following characters can be excluded in the query syntax:
+ - && || ! ( ) { } [ ] ^ " ~ * ? : \
If you want to search for the characters above and want Helprace to ignore the operator, use the backslash ( \ ) before the character.
For query (1+1):2 use:
\(1+1\)\:2
For query !urgent! use:
\!urgent!
Using placeholders
Searching fields with no data
To search fields containing no data, use "none" as the value of the keyword, as in this example:
assignee:none
This will return all tickets that are unassigned.
Use "none" to search in fields requiring a text value except for subject, message, requester:
tag:none
Searching for yourself
You can search for yourself when otherwise referring to an individual:
assignee:me
