Within Teamwork Desk, you can use the
site-level search to find existing tickets on
your site.
When you click into the search field, located
in the top right of your site, a dropdown will
open. As you
start typing a search term
into the search field, the
quick search will return
results in the dropdown.
The exact phrase you enter will be
searched in both the subject and the body
of tickets.
By default,
it will search across all
supported item types for
matches to your search term
(tickets, companies,
customers, help
docs). You
can also refine your search to Search
Tickets only, before entering
your search term. The quick search will then
return the top five ticket matches.
When searching for tickets, you can prefix your search term to focus your search on the subject, body, or associated email.
- Subject / body:
- Normal query - search based on close but not exact match.
- Exact match
- Boolean operators
- Example: subject:quick brown +fox -hound
- Example: body:(quick OR brown) AND fox
- Proximity
- Example: subject:"Gallon Milk"~2
- Email:
- Normal query: email:wolfgang.walter@wh-d.at
- Exact match: email:wolfgang.walter@wh-d.at
- Boolean operators
- Wildcards:
- email:*@wh-d.at
- email:wolfgang*
If you click the Advanced
Search option at the
bottom of the search dropdown or
press
Enter or Return on your
keyboard, you will be directed to
the advanced search area where you
can view all matching results in
the Tickets tab.
Filtering results
You can refine your ticket search results
further by using the filters pane on
the right. The available filter
options will vary depending on the
subsection of the results you are
currently viewing.
In the Tickets tab, you can
filter the ticket results based on a
range of ticket properties such as
creation date, inbox, agent, tags, and
priority.
When using the tag filter, you can locate tickets based on which tags are applied to them. You can match all selected tags, any of the selected tags, or show only tickets without any tags.
Under More options, you can refine based on tickets with active or completed Teamwork tasks.
Note: This option is available to accounts with paid subscriptions to both Teamwork Desk and Teamwork.
An additional search filtering option for tickets is custom fields. By default, only currently active custom fields will be listed. You can use the checkbox below the search field to include disabled fields in the dropdown.
Note: This filter option is currently in Beta and will only be shown if you have at least one custom field already created on your site. Custom fields are available on Premium subscriptions and above.
Once you select a custom field, it will be added as a separate filter option in the filters pane where you can select a corresponding value to use in the filter.
