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
- Example: subject:"Gallon Milk"~2
If you click the Advanced Search option at the bottom of the search dropdown or press
Returnon your keyboard, you will be directed to the advanced search area where you can view all matching results in the Tickets tab.
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.
For more information, see: Using Filters in Search