Helprace search guide

Welcome to the Helprace search reference guide. This article is aimed at all team members with access to your Helprace, since searching works the same way across all user roles.

In addition to using full text search, Helprace allows you to search for data using search operators (term modifiers) and values to constrain your search results. This guide outlines how to search for data in Helprace.

We will cover the following topics in this guide:

The basics of searching in Helprace

You can run a search using a search phrase in a free form. Additionally Helprace enables you to use search operators and search fields to refine and filter your searches.

Some commonly asked questions about searching in Helprace:

  • How does punctuation affect search?
    Punctuation characters are generally not included in searches.
  • What is given more weight when searching?
    The ticket subject or article title is weighed most heavily in searches. The tags, if any also aid in search results but are weighed less than the title.

Searching using terms

Words or phrases typed into the search field can be supplemented with term modifiers. The following term modifiers are supported:

Term modifier Description Location within term Input Search matches
*
Multiple-character wildcard search anywhere but first character
sh*p
shop, ship
?
Single-character wildcard search anywhere but first character
ship?
ship, ships, shipping, shipper
~
Partial match search at end only
ship~
 snip, slip, ships, shin. ship

Tip: 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), as well as you'll see topics with "driving", "driver", and "drive" if you're searching for "driver". That's why normally you do not need to use these modifiers, unless the words you're searching are some sort of abbreviations or do not share the same root.

Searching using operators

Operator Description Example
:
Indicates the field is equal to the specified value
status:new
" "
Two double quotes return the exact terms in the exact order.
"account number"
+
Indicates that the term or phrase after + exists somewhere in record.
+account number

will return records with "account"
that might contain "number"

AND
&&
Associates two terms or phrases with a matching record if both terms exist in record.
ship AND "account number"
ship && "account number"
OR
||
Associates two terms or phrases with a matching record if either of terms exists in record.
ship OR "account number"
ship || "account number"
NOT
-
!
Excludes records that contain the term or phrase after the symbol (word "NOT").
account -number
will return records with "account"
but not "number"

Tip: 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.

Boost factor Example Result
0.2
ship^0.2 OR widget
The term ship will appear less relevant than the term widget
 4
ship OR widget^4
The term ship will appear less relevant than the term widget 

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.

Search string Input
(1+1):2
\(1+1\)\:2
!urgent!
\!urgent!

Searching for fields containing no data

If you want to search for 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.

You can use the "none" value if you want to search in object fields requiring a text value except for subject, message, requester.

tag:none

Searching dates

To search in a specific date range, use the ( TO ) operator in the following format:
updated:[2014-10-27T00:00:00Z TO 2014-10-28T00:00:00Z]
 
To search for items after a date use the ( TO NOW ) or ( TO * ) operator:
solved:[2014-10-27T00:00:00Z TO NOW]

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 tickets

These are searchable ticket fields and their keywords that you can use in the search field under the "Tickets" tab.

Search fields Description Example
none Searches text in subject and tags. Less priority given to text, requester, submitter, attachments.
update info
text
Text in subject, body, replies, private notes
text:urgent
id
The ID number can be seen in the URL of the opened ticket after the "t" followed by a "?"
id:120
subject
Text in subject
subject:new user
tag
Searches full match of tags. tag:shipping will return tickets with that tag. tag:"shipping, ship" will return tickets with only those two tags but not with either one.
tag:shipping
tag:(shipping OR ship)
status
Statuses consist of: New, Open, Pending, On-hold, Solved, Closed.
status:new
priority
Priorities consist of: Low, Normal, High, Urgent.
priority:high
type
Types consist of: Question, Problem, Incident, Task.
type:task
created
Date range during which ticket was created
created:[2014-11-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
updated
Date range during which ticket was last updated
updated:[2014-11-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
solved
Date range during which ticket was solved
solved:[2014-11-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
requester
One who submits ticket on behalf of himself. see: Searching for users in tickets
requester:michael
submitter
The submitter may be different from requester if it was submitted by agent on behalf of requester.
submitter:michael
assignee
The staff member who the ticket is assigned to
assignee:michael
reply
Search in replies to ticket
reply:account number
attach_title
Name of attachment
attach_title:file.jpg
spam
Whether the ticket is spam or not: Y for yes, N for no, U unchecked
NOT spam:y
via

or

channel
Channel of a ticket origin. Possible channels: 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.
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".

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

Searches within the text of comments provided by requesters

satisfaction_comment:"very polite"

Searching users in tickets

You can also search for users associated with tickets in the ticket search field.

Search string Description Example
me Search for yourself (must be logged in)
requester:me
Michael Kalman Full name search
assignee:"Michael Kalman"
Michael Searches occurrence of first or last name
assignee:michael
m@acmeshop.com Searches by email
submitter:m@acmeshop.com

Searching users

These are searchable user fields and their keywords that you can use in the search field under the "People" tab.

Operator Description Example
none Searches text in name
Michael
text
Searches text in first name, last name, organization and its URL
text:acmeshop.com
id
The ID number of the user
id:120
first_name
Search text in first name only
first_name:Michael
last_name
Search text in last name only
last_name:Kalman
email
Searches using email
email:john@acmeshop.com
user_type
Type of user: Internal, Social, Idap.
user_type:internal
status
Possible statuses: Blocked, Invited.
status:invited
role
Possible roles: User, Admin, Agent, Owner.
role:user
edited
Date range during which profile was edited
edited:[NOW-24HOURS TO NOW]
registered
Date range during which profile was registered
registered:[2014-11-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
joined
Date range during which profile was associated with account
joined:[2014-11-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
last_action_date
Date range of most recent activity
last_action_date:[2014-11-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
organization
Organization or company name
organization:acme
organization_url
The URL of the organization
organization_url:acmeshop.com
title
Job title of user
title:customer service

Searching the community and knowledge base

Search terms and their fields for the "Community" section of your Helprace. Knowledge Base articles or Questions, Ideas, Problems or Praise are referred to as "items" in this table:

 Operator Description Example
none Searches text in id, title, body, replies, comments, attachments, tags
shipping help
id
The ID number of article or request. The ID can be seen in the URL of the opened ticket after the "i"
id:20
title
Title of item
title:attachments
body 
Body of item
body:shipping process
tag
Text in tags
tag:(shipping AND ship)
status

No Status
Answered

Questions

No Status
Under review
Planned
Started
Completed
Declined

Ideas

No Status
Acknowledged
In Progress
Solved

Problems

Published
Unpublished

Knowledge Base
status:answered
status:under_review
status:no_status
status:(completed solved)
channel
Select which channel to display: Questions, Ideas, Problems or Praise.
channel:(questions problems)
spam
Lists items marked as spam. Y for yes, N for no, U unchecked
spam:n
created

Date range when item was created

created:[2014-11-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
edited

Date range of last change to item

edited:[2014-09-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
last_action_date

Date range of last change to item

last_action_date:[2014-09-01T00:00:00Z
TO 2014-11-02T00:00:00Z]
creator
Person who created the item
creator:Michael Kalman
editor
Person who edited the 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:10
voter
Persons who voted on item
voter:Michael
replier
Person who replied to item
replier:Michael
replies
Number of replies to item
replies:[2 to 10]
repliers
Number of unique replies to item
repliers:10
staff_replies
Number of replies by team members
staff_replies:0
best_reply
Is there a best reply assigned to the item? Y for yes and N for no.
best_reply:n

You can search for items by using ID numbers:

Operator Description Example
author_id
ID number of the author of item
author_id:10
editor_id
ID number of person who edited item last
editor_id:10
space_id
ID number of space
space_id:10
channel_id
ID number of the channel
channel_id:10
category_id
ID number of category (after the letter "C" in the URL)
category_id:10
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