Within Teamwork Desk, you can use the site-level search to find existing tickets on your site.
When you click into the search icon, located in the left-hand navigation panel, a dropdown will open. As you start typing a search term into the search field, the quick search will return results in the dropdown.
Search will look for exact and partial matches of your keyword search. To search for exact matches only, please use [the exact match filter - tbc] , or search hints. If you are unsure of the exact results, please use the search field to return results.
By default, it will search for tickets first, but it will display results for other items (help docs, customers, companies).
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.
To go to Advanced Search, click on Advanced Search within the search field, or press Enter or Return on your keyboard. Here you can refine your search, or use filters to further narrow your search.
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: 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.
For more information, see: Using Filters in
Search