How to see the list of already solved tickets and search all tickets with a specific keyword? | Community
Skip to main content

How to see the list of already solved tickets and search all tickets with a specific keyword?

  • October 4, 2018
  • 1 reply
  • 0 views
M

Hello, 1) I'd like to see the whole list of the solved tickets in order of date. For example, when I see Google mail inbox, I can see the entire correspondences with customers listed by date at a glance. I want to see such list in Zendesk also.

2) Would you let me know how I can search all tickets containing a specific word? For example, I want to see the list of all tickets containing the keyword (e.g. "FAQ") in either 'Public reply' or 'Internal note'. That is, if the keyword was mentioned even once in a ticket, I'd like to get the list of the tickets. Thank you! 

    1 reply

    S
    • Sharie
    • October 5, 2018

    Hi Mark,

    You would be able to see the the list of solved tickets in order of date with views. However, views would not be able to show the archived tickets. Please see this article for more information about ticket archiving.  You may refer to this article to learn more on how to create views. We apologize for the product limitation. Please keep in mind that whilst Zendesk is a ticketing system, which does send out email, we are not a true traditional email platform like Gmail for example. So there may be some features which traditional email CAN do, that Zendesk is not able too; primarily because we don’t have those features built into our software to date.

    With regard to your query about searching all ticket containing a specific word and then exporting the list of tickets, we would suggest taking a look at the Advance Search app which you can download at the marketplace. This acts almost as a wizard for search using more advanced criteria. It also allows you to export the results to CSV. You can find the app by going to Admin > Marketplace > Manage > Advanced Search app. After installing it, you will see a magnifying glass icon in the tool bar on the left part of the page.

    Terms & ConditionsCookie settingsAccessibility statement