{"id":27187,"date":"2024-04-27T07:13:14","date_gmt":"2024-04-27T07:13:14","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=27187"},"modified":"2026-03-16T11:50:57","modified_gmt":"2026-03-16T11:50:57","slug":"searching-helpdesk-tickets","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/searching-helpdesk-tickets\/","title":{"rendered":"Searching helpdesk tickets in Desk365"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"27187\" class=\"elementor elementor-27187\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a114b5d e-flex e-con-boxed e-con e-parent\" data-id=\"a114b5d\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f94c17e elementor-widget elementor-widget-template\" data-id=\"f94c17e\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35544\" class=\"elementor elementor-35544\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-00eb9f3 e-flex e-con-boxed e-con e-parent\" data-id=\"00eb9f3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c8b655 elementor-widget elementor-widget-html\" data-id=\"9c8b655\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Standard<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n  <\/span>\n \n  <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n \n  <span style=\"display:inline-flex; align-items:center; gap:8px;\">\n    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n      <circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n      <path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n    <\/svg>\n    <span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n  <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-71fffa0 elementor-widget elementor-widget-text-editor\" data-id=\"71fffa0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Efficiently managing incoming tickets is crucial for any helpdesk system to ensure timely resolution of customer inquiries and issues. Desk365 offers a comprehensive ticket management system that allows agents to search for specific tickets based on various conditions. In this guide, we&#8217;ll walk you through the different search conditions available in Desk365, empowering you to streamline your ticket management process effectively.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To begin searching for tickets, navigate to the agent portal, locate and click on the \u201cTickets\u201d option.\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Upon accessing the ticket list, you&#8217;ll find the &#8220;Search Tickets&#8221; option prominently displayed.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28b220f elementor-widget elementor-widget-image\" data-id=\"28b220f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-31831\" alt=\"search-option-in-tickets-tab-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-option-in-tickets-tab-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c2e2de elementor-widget elementor-widget-heading\" data-id=\"8c2e2de\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customizing your search <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da73b6a elementor-widget elementor-widget-text-editor\" data-id=\"da73b6a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Desk365 offers a range of filters to refine your search. These filters include:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">&nbsp;<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span style=\"color: #7a7a7a;\"><b>Keyword search:<\/b><\/span><span data-contrast=\"auto\"> Search for tickets containing specific keywords in the subject, description, replies, or notes.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">&nbsp;<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span style=\"color: #7a7a7a;\"><b>Attachment search:<\/b><\/span><span data-contrast=\"auto\"> Search for tickets based on attachment file names.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">&nbsp;<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span style=\"color: #7a7a7a;\"><b>Custom ticket fields:<\/b><\/span><span data-contrast=\"auto\"> Search for tickets based on text or paragraph entries in custom ticket fields.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">&nbsp;<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span style=\"color: #7a7a7a;\"><b>Contact and company names:<\/b><\/span><span data-contrast=\"auto\"> Search for tickets associated with specific contact, company names and <\/span><span data-contrast=\"auto\">email address.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">&nbsp;<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span><span style=\"font-weight: 700; color: rgb(122, 122, 122);\">Filtering archived tickets:<\/span><\/span><\/span><\/strong><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span>&nbsp;Exclude <\/span><\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/archiving-tickets-in-desk365\" target=\"_blank\" rel=\"noreferrer noopener\"><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span data-ccp-charstyle=\"Hyperlink\">archived tickets<\/span><\/span><\/a><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span> from your search results by opting out of the &#8216;Include Archived Tickets&#8217; option, further narrowing your results.<\/span><\/span><\/li>\n<\/ul>\n<p><span lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span>Choose the desired filters based on your search criteria. You can opt to apply all filters by selecting the &#8220;Select All&#8221; option.&nbsp;<\/span><\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">&nbsp;<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70572dd elementor-widget elementor-widget-image\" data-id=\"70572dd\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-in-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-31832\" alt=\"\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-in-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-in-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-in-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-in-desk365-1536x727.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/search-settings-in-desk365.webp 1917w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42a1a53 elementor-widget elementor-widget-text-editor\" data-id=\"42a1a53\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><em><strong><span class=\"TextRun SCXW152585403 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW152585403 BCX0\">Note<\/span><\/span><\/strong><\/em><span class=\"TextRun SCXW152585403 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW152585403 BCX0\"><em><strong>:<\/strong> <\/em>The &#8220;Select All&#8221; option is turned on by default.<\/span><\/span><span class=\"EOP SCXW152585403 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ef8672 elementor-widget elementor-widget-heading\" data-id=\"7ef8672\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Understanding your search results <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1058ba9 elementor-widget elementor-widget-text-editor\" data-id=\"1058ba9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"none\">Desk365&#8217;s search feature ensures users swiftly find relevant tickets by considering various criteria. For example, it includes tickets with:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><ul><li data-leveltext=\"-\" data-font=\"Aptos\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Aptos&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"none\">the exact phrase &#8220;printer cartridge issue&#8221; in any field and those with &#8220;printer&#8221; in the subject or &#8220;cartridge&#8221; in the description.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"-\" data-font=\"Aptos\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Aptos&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"none\">it accounts for variations like &#8220;ink-cartridge&#8221; or &#8220;laser-cartridge.&#8221; <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"-\" data-font=\"Aptos\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Aptos&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"none\">The functionality extends further, allowing users to search with prefix, suffix, and mid variations. For instance, searching &#8220;rocket&#8221; returns results like &#8220;rocketry&#8221; and &#8220;rocketeer&#8221; for prefix, and &#8220;microrocket&#8221; and &#8220;nanorocket&#8221; for suffix variations. Similarly, &#8220;spacecraft&#8221; yields results such as &#8220;interspacecraft&#8221; and &#8220;spaceport&#8221; for mid variations.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ffa5350 elementor-widget elementor-widget-heading\" data-id=\"ffa5350\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Exact search<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7817367 elementor-widget elementor-widget-text-editor\" data-id=\"7817367\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW173073655 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW173073655 BCX0\">This <\/span><span class=\"NormalTextRun SCXW173073655 BCX0\">option<\/span><span class=\"NormalTextRun SCXW173073655 BCX0\"> narrows down results to only those tickets that <\/span><span class=\"NormalTextRun SCXW173073655 BCX0\">contain<\/span><span class=\"NormalTextRun SCXW173073655 BCX0\"> the exact phrase or term specified in the search query, including the order of the words. To use this feature, ensure that the keywords are entered within quotes in the search bar (upper case or lower case does not matter). For example, if you search for \u201cprinter not working,\u201d only tickets <\/span><span class=\"NormalTextRun SCXW173073655 BCX0\">containing<\/span><span class=\"NormalTextRun SCXW173073655 BCX0\"> the phrase \u201cprinter not working\u201d in that exact order will be included in the search results.\u00a0<\/span><\/span><span class=\"EOP SCXW173073655 BCX0\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559685&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ebd380b elementor-widget elementor-widget-image\" data-id=\"ebd380b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"482\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/exact-match-search-desk365-1024x482.webp\" class=\"attachment-large size-large wp-image-31833\" alt=\"\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/exact-match-search-desk365-1024x482.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/exact-match-search-desk365-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/exact-match-search-desk365-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/exact-match-search-desk365-1536x723.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/exact-match-search-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3b862af elementor-widget elementor-widget-heading\" data-id=\"3b862af\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Sorting tickets <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dab226b elementor-widget elementor-widget-text-editor\" data-id=\"dab226b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">In addition to filtering, agents can sort tickets. The available range of options include:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><ul><li><span style=\"color: #7a7a7a;\"><b>Relevance:<\/b><\/span><span data-contrast=\"auto\"> Sort tickets based on relevance to your search criteria, providing you with a curated list of tickets most pertinent to your query.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span style=\"color: #7a7a7a;\"><b>Updated Time:<\/b><\/span><span data-contrast=\"auto\"> Sort tickets based on the time they were last updated, helping you prioritize recently modified tickets.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span style=\"color: #7a7a7a;\"><b>Created Time:<\/b><\/span><span data-contrast=\"auto\"> Sort tickets based on the time they were initially created, useful for tracking the chronological order of ticket creation.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe78244 elementor-widget elementor-widget-image\" data-id=\"fe78244\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-31834\" alt=\"sort-option-for-searching-tickets-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365-1536x726.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2024\/04\/sort-option-for-searching-tickets-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a98181 elementor-widget elementor-widget-text-editor\" data-id=\"1a98181\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><em><strong><span class=\"TextRun SCXW152585403 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW152585403 BCX0\">Note<\/span><\/span><\/strong><\/em><span class=\"TextRun SCXW152585403 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW152585403 BCX0\"><em><strong>:<\/strong>&nbsp;<\/em>The &#8220;Relevance&#8221; option is turned on by default.<\/span><\/span><span class=\"EOP SCXW152585403 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">&nbsp;<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac61932 elementor-widget elementor-widget-text-editor\" data-id=\"ac61932\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">By following these steps and customizing your search criteria accordingly, you can efficiently locate the desired ticket within Desk365, facilitating prompt resolution of customer inquiries and issues.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p><p><span class=\"NormalTextRun SCXW134475837 BCX0\">In addition to the existing search capabilities, <a href=\"https:\/\/www.desk365.io\/\">Desk365<\/a> is continuously enhancing its features to provide users with a more comprehensive and universal search experience<\/span><span class=\"NormalTextRun SCXW134475837 BCX0\"> inclusive of Contacts &amp; Companies, and Knowledge <\/span><span class=\"NormalTextRun SCXW134475837 BCX0\">Base. <\/span><span class=\"NormalTextRun SCXW134475837 BCX0\">Soon, users can<\/span><span class=\"NormalTextRun SCXW134475837 BCX0\"> also<\/span><span class=\"NormalTextRun SCXW134475837 BCX0\"> expect a<\/span> <span class=\"NormalTextRun SCXW134475837 BCX0\">search functionality <\/span><span class=\"NormalTextRun SCXW134475837 BCX0\">in <\/span><span class=\"NormalTextRun SCXW134475837 BCX0\">the Support Portal. <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW134475837 BCX0\">T<\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW134475837 BCX0\">his<\/span> <span class=\"NormalTextRun SCXW134475837 BCX0\">upcoming enhancement will further empower agents to efficiently navigate and access information across various aspects of the Desk365 platform.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":17830,"menu_order":7,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-27187","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27187","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=27187"}],"version-history":[{"count":73,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27187\/revisions"}],"predecessor-version":[{"id":35860,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27187\/revisions\/35860"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/17830"}],"next":[{"title":"Archiving tickets in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/archiving-tickets-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/28907"}],"prev":[{"title":"Import tickets to Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/import-tickets\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/21540"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=27187"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=27187"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}