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Seek » User guide

Contents

    1. Overview
    2. Getting started
      1. Discover the visual tools
      2. Compact view vs expanded view
    1. Customizing search criteria
      1. Order
        1. Manage order
      2. Conditions
        1. Manage conditions
        2. All custom fields
        3. Show all conditions
        4. Reset all conditions
      3. Columns
        1. Manage columns
        2. Show all columns
        3. Reset all columns
    1. Ticket search reference
      1. Search terms and terminology
      2. Ticket property keywords
      3. Search operators
      4. Using wildcards
      5. Operator hints
    1. Managing a search query
      1. Initial search
        1. Save as initial search
        2. Reset initial search config
      2. Saved search
        1. Save a search query
        2. View a saved search
        3. Save search copy under a new name
        4. Rename a saved search
        5. Delete a saved search
    1. Search results overview
      1. Number of tickets
      2. Requester
      3. Organization
      4. Ticket title
      5. Ticket status
      6. Ticket information
      7. Bookmark ticket
      8. Copy ticket link
      9. Copy ticket URL
      10. Expand all long texts
      11. Collapse all long texts
      12. Refresh search
      13. Copy search link
      14. Copy search query
      15. Transfer search
    1. Extra features
      1. Show all
        1. Conditions
        2. Columns
        3. Tags
      2. Reset options
        1. Local reset
        2. Global reset
      3. Shareable Zendesk links
      4. Show results on Zendesk
    1. Solutions, tips, and tricks
      1. How to customize searches with multiple conditions
      2. How to use tags effectively
      3. How to utilize Seek for proactive customer service management
        1. Setting up searches for early detection of customer issues
        2. Analyzing search results to predict and prevent future tickets
        3. Creating and implementing action plans based on search insights
      4. How to track rated CSAT tickets using search conditions
      5. How to track Good and Bad rated CSAT tickets using search conditions
        1. Tracking Good CSAT
        2. Tracking Bad CSAT
        3. Saved Seek searches on Quickie
      6. How to track Good and Bad rated CSAT tickets with comments using search conditions
        1. Tracking Good CSAT with comments
        2. Tracking Bad CSAT with comments
        3. Saved Seek searches on Quickie
      7. How to categorize Good and Bad rated CSAT tickets by reason
        1. Categorizing Good CSAT by reason
        2. Categorizing Bad CSAT by reason
      8. How to track any changes in customer satisfaction (CSAT) using triggers in Zendesk and search conditions in Seek
        1. Creating a trigger for CSAT change from Bad to Good
        2. Creating a trigger for CSAT Change from Good to Bad
        3. Creating a search in Seek for CSAT changes
        4. Saving Your CSAT change searches
      9. How to use Zendesk's advanced search language in Seek
        1. Advanced search techniques
        2. Date and time-based searches
        3. Sorting and filtering
      10. How to get an up-to-date Seek search after making changes on Zendesk
    1. Upcoming features
      1. Browser extension
  1. Best practices
  2. FAQs
  3. Conclusion
    1. Key takeaways
    2. Next steps

Topics covered in this guide:

  • Overview
    Get a quick intro to Seek's advanced search system.
  • Getting started
    Check out the intuitive features of Seek's visual tools and easily navigate its user-friendly interface.
  • Customizing search criteria
    Learn how to use order, conditions, and columns to fine-tune your search criteria. Manage and personalize each one for a tailored search experience.
  • Ticket search reference
    Find your way through ticket searches with the right terms, keywords, and operators.
  • Managing a search query
    Save and reset your initial search configurations. Easily save, view, copy, rename, or delete your custom search templates.
  • Search results overview
    Navigate the ticket list in Seek with ease, including features like expanding/collapsing all long texts and refreshing the search.
  • Extra features
    Make the most of Seek by using show all, reset options, shareable links, and showing results on Zendesk.
  • Solutions, tips, and tricks
    Discover practical solutions, helpful tips, and clever tricks to make your Seek experience even better.
  • Upcoming features
    Stay in the loop about what's coming next for Seek.
  • Best practices
    Get essential tips for using Seek to improve your Zendesk experience.
  • FAQs
    Find answers to common questions and troubleshoot any issues you might encounter.
  • Conclusion
    Review the key takeaways and learn about the next steps for enhancing your Zendesk experience with Seek.

 

 

Overview

Welcome to Seek, the latest addition to Quickie that will revolutionize how you find and manage tickets. With Seek's advanced search system, ticket management becomes a breeze. This guide is here to help you get the most out of Seek's features.

Seek simplifies your search process by removing the need for complicated commands and offering an intuitive interface for easy customization of your search criteria. It may look like a standard search tab at first, but Seek goes beyond the basics, providing a user-friendly platform for creating and saving your search criteria.
 

Getting started

Check out Seek's easy-to-use visual tools and navigate through its user-friendly interface. You can switch between compact and expanded views, giving you the flexibility to choose the display that best fits your workflow.

 

Discover the visual tools

Get familiar with Seek's handy icon buttons.

Seek

Click the binoculars icon to open the Seek tab and get started.

Seek help

Click the question mark icon to open the help section
and find all the essential information about Seek.

Save/Manage

Save and manage searches.

Bookmark

Bookmark a ticket in your search list.

Expand all

Click the down arrow icon to expand all long texts.

Collapse all

Click the up arrow icon to collapse all long texts.

Refresh

Refresh your search.

Copy options

Click the 3-dot icon to open up the copy options:
copy link or copy search query.

Transfer search

Click the arrow-in-square icon to show your ticket search results
in a standard Zendesk search.

Expand

Click the left arrow icon to view Seek in expanded view
for a more complex search.

Compact

Click the right arrow icon to return to compact view
for a simple search.

Reset/Remove 

Click the X icon once to reset a field chosen, or click twice
to completely remove a condition or column.

Default order to reverse order

Click the A-Z icon to change ticket list view order
from default to reverse.

Reverse order to default order

Click the Z-A icon to change ticket list view order
from reverse back to default.

Show all

Click the cube icon to open up a full list of conditions, columns, or tags.

 

 

Compact view vs expanded view

Take advantage of Seek's compact view for quick, simple searches and the expanded view for more detailed, customized setups. Pick the view that works best for you, whether you need a straightforward approach or something more comprehensive to streamline your ticket management.

Compact view

Seek's compact view is what first greets you when you open the tab.



Use the compact view for a simple search or quickly select a saved search via the dropdown feature.
Easily tweak your search with an order change, or even do a speedy update on conditions or columns.



1. Click Order, Condition, or Column to start editing.

2. Click the section button again to minimize it.

Expanded view

To compose a more complex search or create searches that you want to save, use the expanded view.

1. While in compact view, click Expand on the top-left corner.



2. Customize order, conditions, and columns on the left while viewing matched tickets on the right.



3. To return to compact view, click Compact.



 

Customizing search criteria

Get to know the three key criteria for customizing your search: order, conditions, and columns.

 

Order

Set your preferred viewing order so the most important tickets appear first.

To start, click the dropdown next to Order by.



 

Manage order

Choose the order option that best suits your needs.

1. Select from viewing order options: Default order, Requested, Updated, Commented, Status category, Type, or Priority.



2. Flip the order with a single click using A-Z.



3. A-Z will turn into Z-A to indicate reverse order. 



4. Click Z-A to switch back to normal order.

 

Conditions

Narrow your search to find only the tickets you need. The more conditions you use, the more specific your search is.



 

Manage conditions

Add, move, reset, and delete conditions for an optimized search.

1. Click Add to select an additional condition.



2. Add condition from Ticket, Hours since..., or Ticket custom fields. In this example, under Ticket, you can select from Status, Requested, Updated, Solved, Subject, Description/Comments, Group, Assignee, Submitter, and other options that appear as you keep scrolling down.

For a quick reference to all searchable data, see Zendesk Support search reference.



3. You can also start typing the condition option to quickly select the appropriate one from the dropdown menu.

4. For example, selecting Status lets you further choose New, Open, Pending, On-hold, Solved, or Closed.



5. Your tickets will gracefully align based on your chosen order and conditions.



6. Optimize your workflow by intuitively dragging and arranging conditions for a customized setup.

seek-ug-condition-drag.gif

7. Reset a saved condition by clicking X once. After the reset, you can then select a new preferred condition.

SEEKUG-reset.gif

8. Deleting conditions is a breeze—click X twice.

SEEKUG-remove.gif

 

All custom fields

The All custom fields condition is a powerful feature in Seek that allows you to search for specific values across all custom fields in your tickets. This condition simplifies the search process by enabling you to target specific information without specifying each field individually.

1. Click Add under the Conditions section.



2. Choose All custom fields from the dropdown menu, or start typing the words until the option appears for you to select.


3. Set the Condition:

    • Click on the field next to the All custom fields label.
    • Enter the desired value or text that you want to search across all custom fields.
    • For example, if you want to find tickets with a specific keyword or value in any custom field, simply type it in this box.



Limitations:

  • Does not search within checkbox custom fields.
  • For drop-down fields, the associated tag must be used to search.

Example usage:

  • Searching for specific terms: If you have custom fields for various customer details and want to find all tickets where the term "urgent" appears, you can use the All custom fields condition and enter "urgent".
  • Finding custom field values: This is particularly useful for support teams that utilize numerous custom fields for tracking different ticket attributes, such as product IDs, customer IDs, or any other customized data.

 

Show all conditions

View a snapshot of all conditions and their subfields.

1. Click the cube icon for Show all conditions. Currently selected conditions are highlighted in blue.

SEEKUG-all conditions.gif

2. Click and add conditions. In this example, when Assignee is clicked, it is added to the conditions list on the left side and is highlighted in blue on the right side.

SEEKUG-add condition.gif


3. Repeatedly clicking the blue box will duplicate the selected condition, enabling you to add multiple instances—for example, two (or more) separate Assignee conditions—to your search. Once added, you can modify each condition individually on the left side.

SEEKUG-doubleconditions.gif

4. Click X to close out once you've finished adding new conditions.

SEEKUG-closeallconditions.gif

For a quick reference to all searchable data, see Zendesk Support search reference.

 

Reset all conditions


1. Hit Reset to undo all recent condition changes. Your slate is clean, and in this example, the recently added conditions vanish.


SEEKUG-resetconditions.gif

 

Columns

Enhance your search results with a more granular view of your tickets.




 

Manage columns

Add, move, and delete columns until you get it just right.

1. Click Add to insert additional columns.



2. Choose from Ticket, Organization, Type, Assignee, Submitter, Brand, Form, Priority, Tags, Due date, Channel, Satisfaction score, Satisfaction comment, Ticket custom fields, Ticket more, Organization (Requester), Org custom fields (Requester), Group, Requester, Requester custom fields, Assignee, Assignee custom fields, Organization, Org custom fields (Assignee), Submitter, Submitter custom fields, Organization, and Org custom fields (Submitter).

For a quick reference to all searchable data, see Zendesk Support search reference.

In this example, Type (under Ticket) is selected.



3. You can also start typing the column option to quickly select the appropriate one from the dropdown menu.


4. Once clicked, Type appears at the bottom of the columns list.



4. Dynamically rearrange columns to suit your preference with a simple click and drag.

SEEKUG-columns-drag.gif

5. Click X on the column box you'd like to remove.

SEEKUG-columns-delete.gif

 

Show all columns

Browse all available columns and their subfields.

1. Click the cube icon for Show all columns. Currently selected columns are highlighted in dark gray.

SEEKUG-columns-all.gif

2. Click and add columns effortlessly. In this example, when Brand is clicked, it is added to the columns list on the left side and is highlighted in blue on both sides.

SEEKUG-columns-add-all.gif

3. If clicked a second time, Brand is no longer highlighted on the right side. It also no longer appears on the left side.

SEEKUG-columns-remove-all.gif

For a quick reference to all searchable data, see Zendesk Support search reference.

 

Reset all columns

Undo all the recent changes you've made to columns. In this example, after resetting, the recently removed Group column is added back while the recently added Brand column is removed.

SEEKUG-columns-reset.gif

 

Ticket search reference

Effectively navigate your ticket searches with the right terms, keywords, and operators.

 

Search terms and terminology

Search terms are the specific words, phrases, or values you input to find relevant information.



Consider these examples:

    1058392
    Maplewood
    order ID
    "Michael Smith"


These search terms are not sensitive to capitalization. For instance, searching for "Service" or "service" yields identical results.

A single-word search term will find matches in the following scenarios:

    As an individual word
    Within a larger phrase containing the word
    As the beginning part of a longer word


However, it won't find matches in these cases.

    Embedded within another word
    At the end of a longer word


For instance, the search term "cat" will match "cat", "catalog", "Cat-friendly Hotels", "Educational Cat Toys", and "Cat Cafes, LLC". It will not find matches in "Educational" or "Alleycat".

When your search term contains multiple words, remember that the limit for a search query is 64 words. To search for an exact phrase via the search box, enclose it in double quotes, like "Michael Smith". Without quotes, the search uses AND logic, meaning all words must be present in any order for a match. For example, searching fast delivery order would return results only if all three words appear in the record, regardless of the order.

When adding a condition, there is no need to enclose the phrase in double quotes. For example, you can type in Lovely Apps directly instead of "Lovely Apps". 

Note: It may take a few minutes to index newly created or modified tickets, users, and other resources. During this time, these items may not immediately show up in your search results. Additionally, keep in mind that searches will display only the first 1,000 results, regardless of the total number of matches.

For more information on search terms and terminology, see Zendesk Support search reference.

 

Ticket property keywords

Here is a list of ticket property keywords and their values that you can use in your searches.

Ticket ID
There isn't a property keyword for the ticket ID; instead, you simply search for the ticket by its ID number


Status
Possible values: new, open, pending, hold, solved, closed


Requested

The date and time the ticket was submitted


Updated

The date and time the ticket was last updated


Solved

The date and time the ticket was set to solved


Subject

The text in the ticket's subject


Description and comments

The text in the ticket's description and comments


Group

Returns tickets assigned to agents who are members of the group that has been selected by name or ID


Assignee

The assigned agent or other entity, and you can select "none", "me", user name (full name or partial), email address, user ID, or phone number


Submitter

The ticket submitter (may be different than the requester if the ticket was submitted by an agent on behalf of the requester), and you can select "none", "me", user name (full name or partial), email address, user ID, or phone number


Requester

The ticket requester, and you can select "none", "me", user name (full name or partial), email address, user ID, or phone number


Commenter

People who have added comments to tickets, and you can select "none", "me", user name (full name or partial), email address, user ID, or phone number 


CC’d

People who have been CC'd on tickets, and you can select "none", "me", user name (full name or partial), email address, user ID, or phone number


Recipient

Search for all tickets created with a particular recipient, and this only works for Zendesk support addresses (the ultimate destination) of emails forwarded from external addresses.


Brand

Search for a specific brand on a ticket using the brand name or the brand ID, and no quotation marks are needed for multiple words


Form

Search for all tickets created with a particular ticket form, and no quotation marks are needed for multiple words


Type

Possible values: question, incident, problem, task


Priority

Possible values: low, normal, high, urgent


Organization

Specify the name or ID of an organization, and returns tickets by requesters who are members of the organization


Tags

Select tags that have been added to the ticket or "none”


Due date

The due date of tickets


Via channel

The ticket's source


Has attachment?

Search for all tickets with or without attachments using true or false


Satisfaction

The ticket’s satisfaction rating

 

For more information on ticket property keywords, see Zendesk Support search reference.

 

Search operators 

Listed here are examples of system fields you can select on Seek, along with their corresponding search operators.


Status, Priority



Subject, Description and comments, Brand, Form, Product code, Dev logs, Support logs, Username, User email address, Reason for change, Steps to reproduce, Description only



Group



Assignee, Submitter, Requester, Commenter, CC'd



Recipient, Satisfaction, All custom fields, Issue type, Order enquiry, Product enquiry, Return enquiry, Technical issue, User OS, User browser, System, Severity, Request type, Software package, Hardware device, Change type, User access level


Has attachment?


Type, Via (Channel)



Organization


Tags, Client status, Product code



Hours since...



 

Using wildcards 

Leverage the power of wildcard operators to effectively search for messages and documents using partial terms. The asterisk ( * ) symbol serves as a versatile tool to broaden your search results based on specific patterns or fragments of words. Here are some illustrative examples:


devteam*
: This pattern will capture any term that begins with "devteam," like "devteam," "devteams," or "devteam_meeting_notes".

*@example*: This pattern is useful for finding the string "@example" such as "project1@example.com" or "project_team@example.net."

johndoe*: Use this to locate terms beginning with "johndoe", which is particularly useful for identifying different user accounts or email addresses, like "johndoe@example.com" or "johndoe123."

Note on email searches: When searching for sender or recipient email addresses, remember that the addresses are treated as whole strings. A search for just "johndoe" might not yield results. Instead, either search for the complete address or use a wildcard, like "johndoe*", to ensure you find all relevant results.

20231* This pattern will find terms starting with "20231", which could include various document versions or references, such as "20231.50" or 202389753.

By using these wildcard patterns, you can significantly enhance your search capabilities, ensuring you locate exactly what you need, even with only partial information.

 

Operator hints

We've added operator hints to make your searches in Seek both easier and more accurate. These hints are quick tip bubbles that pop up when you click on a search operator. They tell you how the operator works and what kind of information you should enter. This is especially useful for complex or format-specific operators.

Below is a complete list of the hints you will find on Seek.

Text and string operators

1. "*" (Name - full & partial)
Hint: Search for full or partial names. Use '*' for partial matches. Example: '*Smith' finds 'John Smith', 'Sarah Smithson'.

2. "!*" (Not name - full & partial)
Hint: Excludes full or partial names from your search. Example: '!*Smith' omits 'John Smith', 'Sarah Smithson'.

3. "=" (Is)
Hint: Finds an exact match. Use for specific text or numbers. Example: '=New York' for fields exactly matching 'New York'.

4. "!=" (Is not)
Hint: Excludes exact matches. Apply to text or numbers. Example: '!=closed' to find records not marked 'closed'.

5. "~" (Is one of these)
Hint: Finds fields matching any of your listed values. Separate values with commas. Example: '~high, medium' for tickets marked either high or medium.

6. "!~" (Is none of these)
Hint: Excludes all your listed values. List values separated by commas. Example: '!~low, urgent' skips tickets marked low or urgent.

7. "=" (Contains the exact text)
Hint: Search for fields with this exact text. Example: '=urgent' to find fields that exactly contain 'urgent'.

8. "≈" (Contains at least one of these words)
Hint: Finds fields containing any of your listed words. Separate words with spaces. Example: '≈urgent high' for fields with either 'urgent' or 'high'.

9. "*" (Contains this word with wildcard)
Hint: Search using a wildcard for partial matches. Example: 'serv*' finds 'service', 'serving', etc.

10. "!=" (Does not contain the exact text)
Hint: Excludes fields with this exact text. Example: '!=closed' to omit records exactly containing 'closed'.

11. "!≈" (Contains none of these words)
Hint: Excludes fields with any of your listed words. Example: '!≈delayed canceled' omits fields with 'delayed' or 'canceled'.

12. "!*" (Does not contain this word with wildcard)
Hint: Excludes fields with a partial text match. Example: '!*temp' omits fields containing words like 'temporary'.

13. "w..." (Word begins with)
Hint: Finds words starting with specified characters. Example: 'w...serv' locates words starting with 'serv', like 'service'.

14. "!w..." (Word doesn't begin with)
Hint: Excludes words starting with specified characters. Example: '!w...serv' skips words starting with 'serv'.

15. "=" (Has all of)
Hint: Finds fields containing all your listed values. Example: 'All:urgent, high' for fields with both 'urgent' and 'high'.

16. "≈" (Has at least one of)
Hint: Finds fields with at least one of your listed values. Example: '=urgent, high' for fields with either 'urgent' or 'high'.

17. "=" (None)
Hint: Finds fields with no value or content. Example: '=' for empty fields.

18. "!=" (Not none)
Hint: Finds fields that are not empty. Example: '!=' for fields with any content.


Email and contact information operators


1. "@" (Email address)
Hint: Find a specific email address. Enter the complete email. Example: '@jane.doe@example.com' for searching this exact email.

2. "!@" (Not email address)
Hint: Use this to exclude a specific email address. Enter the complete email to exclude. Example: '!@jane.doe@example.com' removes this email from search results.

3. ":telephone_receiver:" (Phone)
Hint: Use this to find a phone number. Enter the full or partial number. Example: ':telephone_receiver:555' finds numbers containing '555'.

4. "!:telephone_receiver:" (Not phone):
Hint: Use this to exclude phone numbers. Enter the full or partial number to omit. Example: '!:telephone_receiver:555' excludes numbers containing '555'.

5. "ID" (User ID)
Hint: Search using a specific user ID. Enter the exact ID number. Example: 'ID12345' finds the user with ID 12345.

6. "!ID" (Not user ID)
Hint: Excludes a specific user ID from your search. Enter the exact ID number to omit. Example:
'!ID12345' excludes the user with ID 12345.


Date and time operators


1. "<" (Less than)
- Hint: Finds values less than your entry. Use for status, priority, or hours since. Example: '<9' for less than 9 hours.

2. ">" (Greater than)
Hint: Finds values greater than your entry. Useful for status, priority, or hours since. Example: '>9' greater than 9 hours.

3. "<=" (Less than or equal to)
Hint: Finds values less than or equal to your entry. Apply to status, priority, or hours since. Example: '<=9' includes 9 hours or less.

4. ">=" (Greater than or equal to)
Hint: Finds values greater than or equal to your entry. For status, priority, or hours since. Example: '=9' includes 9 hours or more.

5. "<" (Before date)
Hint: Finds records before a date. Format: YYYY-MM-DD HH:MM. Example: '<2021-01-01 12:00="12:00" .=".">

6. ">" (After date)
Hint: Finds records after a date. Format: YYYY-MM-DD HH:MM. Example: ' 2021-01-01 12:00'.

7. "!=" (Is not date)
Hint: Excludes a specific date. Use format YYYY-MM-DD. Example: '!=2021-01-01' to exclude January 1, 2021.

8. "=" (Is date)
Hint: Finds an exact date. Use format YYYY-MM-DD. Example: '=2021-01-01' for January 1, 2021.

9. "<" (Between dates)
Hint: Finds dates between two specific dates. Format: YYYY-MM-DD. Example: '<2021-01-01,2021-12-31' for dates in 2021.

10. "≥" (After and including date)
Hint: Finds dates after and including a specific date. Example: '≥2021-01-01' for dates from January 1, 2021, onwards.

11. "≤" (Before and including date)
Hint: Searches for dates before and including a specific date. Example: '≤2021-01-01' for dates up to and including January 1, 2021.

12. "≥≤" (Between and including dates)
Hint: Finds dates between and including two specified dates. Example: '≥≤2021-01-01,2021-12-31' for all of 2021.

13. "!<" (Not in the past X...)
Hint: Excludes dates within the past X days/weeks/months. Example: '!<7d' 7="7" for dates not in the past 7 days.

14. "!" (Not before the past X...)
Hint: Finds dates that are not older than the past X days/weeks/months. Example: '!30d' for dates within the last 30 days.

Check and attachment operators

1. "✓" (Is checked)
Hint: Select this to find records where a checkbox field is checked. Example: '✓' identifies records with a particular box ticked.

2. "!✓" (Is not checked)
Hint: Use this to find records where a checkbox field is not checked. Example: '!✓' selects records where a specific box remains unticked.

3. "Yes" (Has attachment)
Hint: Select this to find records that include attachments. Example: 'Yes' filters for tickets or records that have attached files.

4. "No" (Doesn't have attachment)
Hint: Use this to filter out records with no attachments. Example: 'No' brings up tickets or records that don't contain any attached files.

 

Managing a search query

 

Initial search

Save your customized search as an initial search template. Every time you open Seek, this will be your default search, with prefilled order, conditions, and columns to build up on. Utilize this feature as a starting point for more complex and personalized searches.

 

Save as initial search

Begin by configuring your search settings to match your preferences. Once you've fine-tuned your template to perfection, save it to serve as your default search query every time you open Seek.

1. In the section labeled Searches, click the Save/Manage button.



2. Select Save as initial search



3. Click Save when prompted.



 

Reset initial search config

Adjust the initial search configuration to better align with your requirements by initiating a reset if the current setup no longer meets your needs.

1. In the section labeled Searches, click the Save/Manage button.



2. Select Reset initial search config.



3. Click Reset when prompted.



 

Saved search

Effortlessly save unique search templates you've created with customized order, conditions, and columns. Edit and update them as needed.

 

Save a search query

Save unique search templates.

1. In the section labeled Searches, click the Save/Manage button.



2. Select Save search



3. Add a name, then click Save.



4. Your newly saved search template will appear at the top for easy access.



5. If you've previously saved a search and have since made changes to it  , you will see this confirmation message instead when you click the Save/Manage button:



 

View a saved search

Easily return to your previously saved search template.

1. Click the Searches button labeled with the name of your most recently saved search. 



2. A dropdown menu will display all your saved searches, allowing you to select the one you wish to use.



 

Save search copy under a new name

This feature allows you to save the current search configuration under a different name. This is useful when you want to keep variations of a search without altering the original settings. By selecting this option, you can specify a unique name for the new search, effectively creating a copy that can be independently modified and accessed later.

1. Click the Searches button labeled with the name of your most recently saved search. 



2. From the dropdown menu, select the saved search you want to copy.



3. Make sure the correct saved search is selected, then click Save/Manage.



4. Select Rename search from the dropdown menu.


5. Type in your preferred name for the copy, then click Save. Feel free to add emojis if you like!



 

Rename a saved search

This feature allows you to change the name of an existing saved search. This is useful when you want to update the name for clarity or to reflect the current search criteria more accurately.

1. Click the Searches button labeled with the name of your most recently saved search. 



2. From the dropdown menu, select the saved search you want to rename.

3. Make sure the correct saved search is selected, then click Save/Manage.


4. Select Rename search from the dropdown menu.



5. Type in the new name, then click Save. Feel free to add emojis if you like!



 

Delete a saved search

This option lets you permanently remove a saved search that you no longer need. This helps in managing your list of searches, keeping it relevant and organized by eliminating outdated or unnecessary searches.


1. Click the Searches button labeled with the name of your most recently saved search. 



2. From the dropdown menu, select the saved search you want to delete.




3. Make sure the correct saved search is selected, then click the Save/Manage button.



2. Double check that you've got the correct search to delete, then select Delete search from the dropdown menu.




3. Confirm by clicking Delete.




 

Search results overview

Understand how to navigate and utilize the ticket list generated by Seek's advanced search, including key features for efficient ticket management.
 

Number of tickets

View the total number of tickets matching your search criteria, providing a quick overview of your search results.


 

Requester

Click on the requester's name to open their profile in Zendesk, giving you quick access to the requester's details and history.


 

Organization

Click on the organization's name to open their profile in Zendesk, allowing you to view the organization’s details and related tickets.


 

Ticket title

Click on the ticket title to open and view detailed ticket information in Zendesk, allowing for easy navigation to specific tickets.



 

Ticket status

Identify the status of each ticket (e.g., Open, New) with clear indicators, helping you prioritize and manage your workload.



 

Ticket information

See a brief summary and key details for each ticket, such as the updated time, creation time, and assigned group, without needing to open the ticket.



 

Bookmark ticket

Use the bookmark icon next to each ticket to save important tickets, making it easy to access them later from the Bookmarks tab.




 

Copy ticket link

Quickly copy the link to a specific ticket for easy sharing or reference within your team.




 

Copy ticket URL

Copy the full URL of a ticket to share detailed ticket information with others or for documentation purposes.



 

Expand all long texts

Expand all long text fields in the search results to view detailed information without having to open each ticket individually.




After clicking Expand:



 

Collapse all long texts

Collapse all long text fields to provide a more compact and manageable view of the search results.




After clicking Collapse:



 

Refresh search

Update the ticket list to reflect the latest changes and ensure you are working with the most current information.




 

Copy search link

Copy the link to your current search results to share with team members, enabling them to view the same set of tickets.




 

Copy search query

Copy the search query used to generate the current list of tickets, making it easy to reuse or share search criteria.




 

Transfer search

Transfer your search results to a standard Zendesk search, enabling further actions and management within Zendesk's native interface.



You can also hover over the number of tickets to see a Transfer search button:



 

Extra features

Utilize show all, reset options, shareable links, and showing results on Zendesk.
 

Show all

Use Show all when choosing conditions, columns, and tags. This opens up the full list of options available and is especially useful for accounts with numerous fields in use.
 

Conditions

1. In the Conditions section, click the cube icon for Show all to see all condition options available.



2. You will then see all available condition options on the right side.



3. Click to add conditions. When selected, conditions will appear in the Conditions list on the left and highlight in blue on the right. To easily find a condition, you can begin typing the condition into the Search conditions box.

SEEKUG-show-all-conditions.gif
 

Columns

1. In the Columns section, click the cube icon for Show all to see all column options available.



2. You will then see all available column options on the right side.



3. Click to add columns. When selected, columns will appear in the Columns list on the left and highlight in blue on the right. To easily find a column, you can begin typing the column into the Search columns box.

SEEKUG-show-all-columns.gif
 

Tags

1. In the Conditions section, if you have Tags as a condition, click the cube icon for Show all to see all tag options available.



2. You will then see all available tag options on the right side.



3. Click to add tags. When selected, tags will appear in the Tags list on the left and highlight in blue on the right. To easily find a tag, you can begin typing the tag into the Search tags box or click on the letter buttons to see all tags starting with those letters.

SEEKUG-show-all-tags.gif

 

Reset options

Reset buttons are available to reset the entire search or specific sections, ensuring a clean slate for your searches.


 

Local reset

1. Conditions reset

After modifying your previously saved conditions, you will find a Reset button at the top of the Conditions section to revert any changes.




There are also Reset buttons for individual fields within conditions.




2. Columns reset

After modifying your previously saved columns, you will find a Reset button at the top of the Conditions section to revert any changes.


 

Global reset

You will find a Reset all button at the top of the Searches section to wipe out your entire most recent search configuration.



 

Shareable Zendesk links

Copy shareable Zendesk links of your search, including full query links or just the search query. Easily share or bookmark them for future use.

In compact view, with your search active, click the three-dot button for Copy options just below the Searches section and above the ticket list.



Or, in expanded view, with your search active, click the three-dot button for Copy options on the top-right corner above the ticket list.



Select Copy link to copy a full search query link to the clipboard so you can share it.



You can also select Copy search query instead to copy your search query to the clipboard so you can paste it into the Zendesk standard search input.



 

Show results on Zendesk

Open a new tab and transfer your search to Zendesk’s native search or standalone search feature. Ideal for bulk editing of search results.

There are two ways to access this feature:

1. Via Number of tickets button

In compact view, with your search active, hover over the button showing number of tickets, located just below the Searches section and above the ticket list. When you hover, the arrow-in-square icon for Transfer search will appear. Click this button to instantly open a new Zendesk tab with your query results.




Or, in expanded view, with your search active, hover over the button located above the ticket list. When you hover, the arrow-in-square icon for Transfer search will appear. Click this button to instantly open a new Zendesk tab with your query results.



2. Via Copy options button:

In compact view, with your search active, click the three-dot button for Copy options just below the Searches section and above the ticket list.



Or, in expanded view, with your search active, click the three-dot button for Copy options on the top-right corner above the ticket list.



Select Transfer search to transfer to Zendesk search.




 

Solutions, tips, and tricks

Explore practical solutions, helpful tips, and clever tricks to enhance your Seek experience.

 

How to customize searches with multiple conditions

Efficient ticket management often requires the ability to filter and analyze tickets based on various properties. Seek offers a flexible platform to customize searches using multiple conditions, enhancing your ability to quickly find and manage tickets. This guide outlines how to effectively customize searches in Seek using a combination of different conditions.

Ticket properties in Zendesk include Status, Priority, Type, Assignee, Tags, and many others. Each property provides a unique dimension for categorizing and sorting tickets. Combining these properties allows for more refined and targeted searches.

 

1. Start with basic properties
Begin by creating one or two conditions through selecting primary ticket properties like Status and Priority. For instance, you might start with tickets that are 'Open' and have 'High' priority.


2. Add more conditions for depth
Gradually include additional conditions with properties such as Type, Assignee, or specific Tags to narrow down your search further. For example, add the 'Incident' type to your 'Open' and 'High' priority filter.


3. Use search operators
Apply search operators like "is one of these" or "has all of" to combine properties effectively. For instance, search for tickets that are 'Open' AND 'High priority' OR 'Urgent priority'.



4. Consider time-based properties
Incorporate properties like 'Created date', 'Updated date', or 'Due date' for time-sensitive searches. This is particularly useful for tracking SLA compliance or identifying aging tickets.



5. Leverage custom fields
If your Zendesk setup includes custom fields, use them in your searches to address specific business needs or workflows.



6. Utilize keyword searches
Combine property-based searches with specific keywords for highly targeted results, especially useful in finding tickets related to particular issues or campaigns.


7. Save complex searches
Once you create a complex search that proves useful, save it for future use. This saves time and ensures consistency in repeated searches.


8. Regularly review and update searches
Periodically revisit your saved searches to ensure they still meet your needs, especially as your business processes or ticket volumes change.


9. Share effective searches with team
If you find a particularly effective search combination, share it with your team. This promotes best practices and ensures everyone benefits from efficient search strategies.


10. Balance between specificity and generality
While specificity in searches can be powerful, too narrow a focus might miss relevant tickets. Strike a balance based on your operational needs.


Customizing searches in Seek using conditions is a powerful way to streamline your ticket management process. By effectively combining various properties and utilizing Seek’s advanced search capabilities, you can quickly find the information you need, leading to more efficient resolutions and better overall service quality.

 

How to use tags effectively

Effective tagging in ticket management systems like Seek is crucial for organizing, searching, and tracking tickets efficiently. Tags provide a flexible way to categorize tickets beyond standard fields like Status or Priority.

Here are tips for creating and using tags in Seek to enhance your ticket management process.

1. Consistency is key
Ensure that your tagging system is consistent. Use standard naming conventions for tags to avoid confusion (e.g., always use lowercase, avoid special characters).

2. Meaningful tags
Create tags that are meaningful and self-explanatory. Tags should clearly indicate the nature of the ticket (e.g., 'urgent_bug', 'customer_followup').

3. Limit the number of tags
While it’s tempting to create a tag for everything, too many tags can become unwieldy. Aim for a balanced number that covers all bases without being overwhelming.

4. Leverage tags in advanced searches
Use tags in conjunction with other search criteria in Seek to refine your searches. For example, combine tags with priority levels or ticket types to narrow down your results.

5. Categorization with tags
Tags can be used to categorize tickets into groups that don’t fit into standard fields. For instance, tags can indicate a specific project, a type of customer inquiry, or a department.

6. Regular tag audits
Periodically review your tags to ensure they’re still relevant and useful. Remove or update tags that are no longer needed.

7. Feedback from team
Involve your team in the tagging process. Their input can provide valuable insights into how tags are used and which tags are needed.

8. Update and educate
When introducing new tags or modifying existing ones, update your team. Ensure everyone is aware of the changes and understands how to use the tags correctly.

9. Automation tools
Utilize Zendesk’s automation tools to automatically apply tags based on certain criteria. This ensures consistency and saves time.

10. Trigger-based tagging
Set up triggers to add or remove tags based on specific actions or ticket updates.

11. Performance tracking
Use tags to track performance in specific areas. For example, a tag like 'feedback_received' can help in analyzing customer satisfaction trends.

12. Identifying patterns
Tags can help identify patterns in ticket types or customer issues, which is invaluable for strategic planning and resource allocation.

Tags are a powerful, flexible tool in Seek that can significantly enhance your ability to manage tickets. Remember, the key to effective tagging is consistency, clarity, and regular maintenance.

 

How to utilize Seek for proactive customer service management

Staying ahead in customer service is essential for achieving high satisfaction and loyalty from customers. Seek offers powerful tools for identifying potential issues before they escalate, allowing your team to address them promptly. This section covers how to use Seek for early detection of customer issues, analyzing search results for trends, and creating action plans based on insights gained.

 

Setting up searches for early detection of customer issues

 

1. Identify common issue keywords
Start by identifying keywords and phrases commonly associated with emerging issues. These might include terms like "slow", "problem", "not working", or "error".

2. Create custom searches
Use these keywords to set up custom searches in Seek. For example, create a search that filters tickets containing the word "error" in the last 24 hours.

3. Incorporate tags and categories
Include relevant tags or categories in your searches to further refine them. For example, a tag like 'technical_issue' can help narrow down the search to technical problems.

4. Save and schedule regular reviews
Save these searches for easy access and schedule regular times to review these results, enabling timely intervention.

 

Analyzing search results to predict and prevent future tickets

 

1. Review ticket patterns
Regularly analyze the search results for patterns or commonalities in the tickets. This might include specific times when issues arise or particular features that are frequently mentioned.

2. Identify root causes
Use the information gathered to identify possible root causes of recurring issues. This can involve technical glitches, process inefficiencies, or gaps in customer communication.

3. Leverage data visualization
If possible, use data visualization tools to graphically represent the trends and patterns. This can make it easier to spot emerging issues.

4. Share insights with relevant departments
Share your findings with relevant departments (like product development, IT, or marketing) to address systemic issues.

 

Creating and implementing action plans based on search insights

 

1. Develop response strategies
Based on your analysis, develop strategies to address the identified issues. This could involve technical fixes, process changes, or customer communication enhancements.

2. Create knowledge base articles
For common issues, create or update knowledge base articles that provide solutions or workarounds.

3. Train your team
Ensure your customer service team is trained on the new issues and response strategies. They should be prepared to handle these efficiently.

4. Monitor impact
After implementing your action plans, continue to monitor their impact through Seek searches. Adjust your strategies as needed based on this ongoing analysis.

Using Seek proactively for customer service management can significantly improve your team’s ability to respond to and prevent issues. By setting up targeted searches, analyzing trends, and creating informed action plans, you can enhance customer satisfaction and stay ahead of potential problems.

 

How to track rated CSAT tickets using search conditions

Understanding customer feedback is key to improving service quality. Rated tickets offer valuable insights into customer satisfaction, and this guide will show you how to set up a system in Seek to effectively track these rated tickets.

Rated tickets are those that have received a specific CSAT rating from customers. In Zendesk, these are categorized as 'Good', 'Bad', 'Good with Comment', or 'Bad with Comment'. Unlike 'Offered' or 'Unoffered' tickets, rated tickets have definitive feedback that can be analyzed for service improvement.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk.


1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).

2. Ensure CSAT surveys are enabled and customize the survey message if needed.


To track these rated tickets in Seek, you’ll use specific search criteria based on CSAT ratings.

1. In the Conditions section, select 'Satisfaction' as your search condition.



2. Set up multiple conditions to include:
'Satisfaction is not unoffered'
'Satisfaction is not offered, not rated yet'



3. Run the search to filter out tickets that have definitive CSAT ratings.


4. You can add additional search parameters, like date ranges or specific tags, to further refine your search for rated tickets. Also consider using keywords in combination with satisfaction ratings for a more targeted search.

5. Once you've set up your search, save it for easy access in the future. Name the search descriptively, such as "All rated CSAT tickets", for quick identification. Feel free to add emojis if you like!



Tracking rated tickets in Seek is a powerful way to gauge customer feedback and measure the impact of your customer service strategies. By consistently monitoring these ratings, you can make informed decisions to enhance your service offerings and better meet customer needs.

 

How to track Good and Bad rated CSAT tickets using search conditions

Effectively monitoring both positive and negative customer satisfaction (CSAT) ratings is vital for maintaining and improving service quality. This guide outlines how to use Seek's search feature to separately filter and analyze Good and Bad CSAT tickets based on their ratings in Zendesk.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:


1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).

2. Ensure CSAT surveys are enabled and customize the survey message if needed.

 

Tracking Good CSAT


1. In the Conditions section, select 'Satisfaction'.



2. Select 'Good', 'Good, without comment', and Good, with comment' as satisfaction conditions. This filters the tickets that have received positive CSAT ratings, either with or without additional comments.



3. Save your search for quick access in the future, naming it something like "Good CSAT". Feel free to add emojis if you like!



 

Tracking Bad CSAT


1. In the Conditions section, select 'Satisfaction'.



2. Select 'Bad', "Bad with comment', and 'Bad without comment' as satisfaction conditions. This filters the tickets that have received negative CSAT ratings, either with or without additional comments.



3. Save your search for quick access in the future, naming it something like "Bad CSAT". Feel free to add emojis if you like!



 

Saved Seek searches on Quickie


Your saved searches appear on Quickie's Views tab for easy access. This allows you to keep track of customer satisfaction trends.



Separating Good and Bad CSAT searches in Seek allows for a more nuanced understanding of customer feedback. By tracking these ratings independently, your team can effectively address areas needing improvement and reinforce strategies that lead to positive customer experiences.

 

How to track Good and Bad rated CSAT tickets with comments using search conditions

Learn how to utilize search conditions in Seek to filter and analyze customer feedback effectively, providing clear insights into what customers are satisfied or dissatisfied with.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:


1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).

2. Ensure CSAT surveys are enabled and customize the survey message if needed.

 

Tracking Good CSAT with comments


1. Open Seek, and in the search conditions, select 'Satisfaction'.



2. Select 'Good, with comment' as the satisfaction condition. This filters the tickets that have received positive CSAT ratings with selected comments.



3. Save your search for quick access in the future, naming it something like "Good CSAT - Reasons". You can add emojis if you like!



 

Tracking Bad CSAT with comments


1. Open Seek, and in the search conditions, select 'Satisfaction'.



2. Type 'Badwithcomment' as the satisfaction conditions. This filters the tickets that have received negative CSAT ratings with selected comments.



3. Save your search for quick access in the future, naming it something like "Bad CSAT - Reasons". You can add emojis if you like!



 

Saved searches on Quickie


Your saved searches appear on Quickie's Views tab for easy access. This allows you to keep track of customer satisfaction trends.



By methodically separating and analyzing Good and Bad CSAT comments in Seek, you can identify trends and patterns in customer satisfaction and dissatisfaction. Thisfocused approach allows you to clearly understand what aspects of your service are well-received and which areas prompt customer concerns or complaints. Information gathered is valuable for making targeted improvements in your customer service.

 

How to categorize Good and Bad rated CSAT tickets by reason

By setting up a way to track the reason provided for your rated tickets, you'll efficiently analyze customer feedback to improve service strategies.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:


1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).

2. Ensure CSAT surveys are enabled and customize the survey message if needed.

 

Categorizing Good CSAT by reason


Step 1: Creating the "Good CSAT - Reason" custom field

1. Go to Zendesk Admin Center.

2. Navigate to Objects and rules > Tickets > Fields.

3. Select Add field.

4. Select Dropdown and name it, for example, “Good CSAT - Reason”.

5. Input the various reasons for Good CSAT ratings. For example: Prompt response, Effective resolution, Friendly service, Helpful advice, Proactive support, Easy process, Quality of information, Empathy and understanding, Professionalism, User-friendly technology.

5. Confirm and save your new custom field.

Step 2: Collecting Good CSAT responses

When a ticket is resolved, the CSAT survey is automatically sent to the customer, who can rate their satisfaction and provide comments.

Step 3: Categorizing feedback internally

1. Agents review the comments they received with Good CSAT responses.

2. For each ticket with a Good CSAT response, the agent manually selects the appropriate reason from the “Good CSAT reason” dropdown field based on the customer’s feedback.

Step 4: Creating Good CSAT - Reason based searches in Seek

1. Start a new search:

Satisfaction condition: Add a condition for Satisfaction and set it to Good.
CSAT reason condition: Add another condition for the “Good CSAT - Reason” field and select the specific reason you’re interested in analyzing. For example: Prompt response.

2. Execute the search to filter tickets based on the selected CSAT reason.

3. Save this search for future use, naming it descriptively. For example: Good CSAT - Reason: Prompt response

 

Categorizing Bad CSAT by reason


Step 1: Creating the "Bad CSAT - Reason" custom field

1. Access Zendesk Admin Center.

2. Select Objects and rules > Tickets > Fields.

3. Choose Add field.

4. Pick Dropdown and name it “Bad CSAT - Reason”.

5. Input the specific reasons aligning with Zendesk's satisfaction reasons:

Issue took too long to resolve
Issue was not resolved
Agent's knowledge was not satisfactory
Agent's attitude was not satisfactory

6. Finalize and save the field settings.

Step 2: Creating triggers for each CSAT reason

1. Access Admin Center > Objects and rules > Business rules > Triggers.
2. Set up a trigger for each reason.

Example trigger setup: "Bad CSAT - Reason: Issue not resolved".
Conditions: Satisfaction reason is "The issue was not resolved".
Actions: Set "Bad CSAT - Reason" to "Issue was not resolved".

3. Save each trigger. Repeat the process for each of the reasons listed in your "Bad CSAT - Reason" dropdown, matching them to the satisfaction reasons provided by customers.

Step 3: Tracking CSAT feedback in Seek

1. Start creating your search criteria.

2. Set up the search, by adding a condition for Satisfaction as Bad.

3. Choose the "Bad CSAT - Reason" field and select one of the specific reasons.

4. Run the search to filter tickets by the chosen reason. Save the search for ongoing tracking, naming it accordingly, e.g., "Bad CSAT - Reason: Issue not resolved".

 

How to track any changes in customer satisfaction (CSAT) using triggers in Zendesk and search conditions in Seek

Monitoring fluctuations in customer satisfaction is essential for understanding and improving your service. This guide will demonstrate how to set up triggers in Zendesk to detect changes in CSAT ratings and how to use these triggers to create targeted searches in Seek.

Triggers can be configured to tag tickets when there is a shift in the CSAT rating, either from Bad to Good or from Good to Bad.

If you haven’t already done so, you would first need to configure CSAT surveys on Zendesk:


1. In the Admin Center, find the settings for Customer Satisfaction (CSAT).

2. Ensure CSAT surveys are enabled and customize the survey message if needed.

 

Creating a trigger for CSAT change from Bad to Good


1. Navigate to the Triggers section in Zendesk.



2. Click Create trigger.



3. Name the trigger, such as "CSAT Change: Bad to Good", and select a category. 



4. Set the conditions under 'Meet ALL of the following conditions'.



5. Set the conditions under 'Meet ANY of the following conditions':
"Satisfaction changed from Bad" or "Satisfaction changed from Bad with comment"



5. Under 'Actions', select:
"Add tags" and input csat_bad2good.



6. Click Create to save the new trigger.



Note: A new trigger in Zendesk with conditions related to CSAT ratings, such as "Satisfaction is Good" and "Satisfaction is Good with comments", will affect future tickets from the time the trigger is activated. It won't retroactively apply to old tickets that were marked as "Good" or "Good with comments" before the trigger was created.

 

Creating a trigger for CSAT Change from Good to Bad


1. Navigate to the Triggers section in Zendesk.



2. Click Create trigger.



3. Name the trigger, such as "CSAT Change: Good to Bad", and select a category.



4. Set the conditions under 'Meet ALL of the following conditions'.



5. Set the conditions under 'Meet ANY of the following conditions':
"Satisfaction changed from Good" or "Satisfaction changed from Good with comment"



6. Under "Actions", select:
"Add tags" and input csat_good2bad.



7. Click Create to save the new trigger.



Note: A new trigger in Zendesk with conditions related to CSAT ratings, such as "Satisfaction is Good" and "Satisfaction is Good with comments", will affect future tickets from the time the trigger is activated. It won't retroactively apply to old tickets that were marked as "Good" or "Good with comments" before the trigger was created.

Once the triggers are in place, you can use Seek to search for tickets based on these specific CSAT changes.

 

Creating a search in Seek for CSAT changes


1. For tracking CSAT improvement, open Seek and select 'Tags' as your search condition. Enter csat_bad2good.



2. For tracking declines in satisfaction, open Seek and select 'Tags' as your search condition. Enter csat_good2bad.



3. Run the search to filter tickets based on the CSAT change.

 

Saving Your CSAT change searches


1. Save these searches for easy future reference. Name them descriptively, like "CSAT Change: Bad to Good". Feel free to add emojis if you like!



2. Or "CSAT Change: Good to Bad":



3. Your saved searches appear on Quickie's Views tab for easy access. This allows you to keep track of customer satisfaction trends.



Regularly review these saved searches to monitor trends in customer satisfaction. This can help you identify the effectiveness of your service strategies and highlight areas for improvement.

Tracking changes in customer satisfaction is crucial for responsive customer service. By setting up specific triggers in Zendesk and utilizing Seek for targeted searches, you gain valuable insights into how customer perceptions shift, enabling you to adapt and refine your service approach accordingly.

 

How to use Zendesk's advanced search language in Seek

While Seek simplifies the search process by eliminating the need for complex search parameters and other challenging features of Zendesk's standard search, it retains full compatibility with Zendesk's search methodologies. Users accustomed to Zendesk's advanced search will find that the Seek search box operates in a similar manner, offering a familiar experience with added ease of use.

When using the Seek search box to manually type in common search operators combined with data property keywords and values, there are a few strategies to keep in mind.

 

Advanced search techniques


1. Data property keywords
Use keywords like type:ticket organization:"Tech Solutions" to focus your search on specific ticket attributes.

2. Precision with operators
Apply operators such as ':', '<', '>', '<=', '>=', and '-'. For example, due_date<2023-12-31 will find tickets due before the end of 2023.

3. Effective use of search terms
Search terms like subject:"network issue" help you pinpoint tickets related to specific issues or topics.

4. Exact phrase searches
Use quotations for exact phrases, such as "urgent upgrade request", to find tickets containing these specific words.

5. OR Condition searches
For OR searches, repeat a keyword, like tags:urgent tags:critical, to find tickets with either 'urgent' or 'critical' tags.

6. Exclusive AND searches
Enclose multiple tags in quotes for AND searches, tags:"hardware software" finds tickets tagged with both 'hardware' and 'software'.

7. Excluding specific data
Use the minus sign (-) for exclusion, such as priority:high -status:solved for unsolved high-priority tickets.

8. Broad searches with wildcards: Use wildcard operators, like user:*smith, to search for all users whose names end with 'smith'.

 

Date and time-based searches


1. Specific date searches
Utilize date properties with operators, for instance, updated>2023-01-01 to find recently updated tickets.

2. Combined date and time searches
Use the ISO8601 format, such as solved>=2023-01-01T08:00:00Z, for precise time-based searches.

3. Date/time range searches
Specify a timeframe, e.g., created>=2023-01-01 created<=2023-01-31, for tickets created in January 2023.

 

Sorting and filtering


1. Field-based sorting
Organize results by fields using order_by:created and sort:asc or sort:desc.

2. Targeted type searches
Specify types like type:organization name:"Global Enterprises" for focused organization-related ticket searches.

In essence, Seek offers users the flexibility to choose between its user-friendly advanced search features and the familiar Zendesk search techniques within the Seek search box, catering to diverse search preferences and needs.

 

How to get an up-to-date Seek search after making changes on Zendesk

The specific time it takes for Zendesk Search to pick up newly changed data can vary, but it's generally recognized to be fairly quick, often within a few minutes. The perception of delay in reflecting newly changed data in search results can be influenced by caching mechanisms. Both Zendesk (ZD) and Seek (or any integrated search functionality within Zendesk) utilize caching to improve performance and speed up the retrieval of frequently accessed data.

When you perform a search, the results might be stored (cached) temporarily to make subsequent searches for the same criteria faster. If you then update some data related to your search query but use the same search criteria, you might still see the old results due to this caching. Altering the search criteria slightly forces the system to perform a new search rather than retrieving stored results, thereby showing the most current data. When you revert to the original criteria, the system may again show cached results, not reflecting the recent changes immediately.

To ensure you're seeing the most up-to-date information after making changes, consider the following strategies:

1. Modify the Search criteria
Slightly changing the search query can bypass the cache and fetch the most recent data.

2. Clear cache
Depending on the system or browser, clearing the cache manually might help, though this action is more relevant to web browsers and may not directly affect Zendesk's internal caching mechanism.

3. Wait for cache refresh
Caches have a predetermined lifespan after which they are refreshed. Waiting for this period to elapse can ensure you see the updated results without needing to alter your search criteria.

Zendesk and other platforms with search functionalities design their caching strategies to balance between performance efficiency and data freshness. For the most accurate information on how Zendesk handles search indexing and caching specifically, and for real-time updates, consulting Zendesk's official documentation or support team would provide the most definitive guidance.

 

Upcoming features

Check in here regularly for updates and new features to watch out for on Seek.

 

Browser extension

For Chrome and Edge users, a browser extension will soon be available to open searches in the current window instead of a new tab.

Best practices

Here are some tips to help you get the most out of Seek and improve your Zendesk experience. These strategies can make your ticket management more efficient and ensure your searches are tailored to your needs.


Efficient naming conventions for saved searches

Use clear and descriptive names when saving search queries. This makes it easier to find and use specific searches later on.


Regularly review and organize saved searches

Periodically check your list of saved searches. Delete any that are unnecessary or outdated to keep your workspace organized.


Effective use of compact and expanded views

Know when to use compact and expanded views. Compact view is great for quick, simple searches, while expanded view is ideal for more detailed, complex searches.


Maximize use of conditions for precision

Use conditions to narrow down your search results effectively. Combine multiple conditions for more precise results and avoid adding unnecessary criteria.


Strategic use of order for prioritization

Adjust the order settings to prioritize the display of tickets. Experiment with different options to find what works best for your workflow.


Smart naming and labeling of search queries

Adopt a standardized and descriptive approach when naming search queries, conditions, and columns. This enhances clarity and makes it easier to manage your search configurations.


Regularly reset and refine searches

Use the local and global reset options to clean up your search configurations. This ensures each search starts fresh and prevents unintended carryover of previous settings.


Use the Show all button for fast selection

When selecting conditions, columns, or tags, use the Show All feature for quick access to all available options. This is especially useful for accounts with many fields.


Remember, these best practices aim to enhance your Seek experience and refine your workflow within Zendesk. Feel free to adapt these tips to fit your specific needs and preferences.

 

FAQs

Explore the answers below for quick insights into Seek's functionalities and troubleshooting tips. If you encounter any challenges or have additional questions, our support team is here to assist you.

Q1: What's the difference between compact view and expanded view in Seek?

      A: Compact view is ideal for simple searches, while expanded view allows for a more complex search setup. Switch between them by clicking Expand or Collapse.


Q2: How can I customize search criteria in Seek?

      A: Customize order, conditions, and columns. Manage order with options like Default order, Requested, Updated, and more. Add, move, reset, and delete conditions and columns as needed.


Q3: When is newly added data searchable in Zendesk Support?

      A: Newly added data typically becomes searchable within about one minute, as it undergoes indexing.


Q4: What effect does punctuation have on Zendesk searches?

      A: Punctuation is usually excluded from search queries, focusing the search on alphanumeric characters.


Q5: Who has access to search which types of data?

      A: Administrators can search all available data, while agents are limited to searching within their access rights.


Q6: Is there a limit to the number of saved searches in Seek?

      A: Seek doesn't impose a strict limit on saved searches, but it's recommended to keep them organized. Delete unnecessary searches for better navigation.


Q7: How do I customize the visual appearance of Seek?

      A: Seek's visual appearance is designed for optimal usability. While extensive customization is not available, upcoming updates may introduce more visual options.


Q8: Can I share my saved searches with other team members in Seek?

      A: Currently, Seek does not have a direct feature for sharing saved searches. Each user can create and manage their own set of saved searches for personalized use.


Q9: How do I access my saved searches in Seek?

      A: To access your saved searches, click Saved searches. You can then choose from your existing saved searches.


Q10: Can I edit or update my saved searches after creating them?

      A: Yes, you can easily update your saved searches. Click Saved searches and then select the saved search you want to modify. Make the necessary changes and save the updated search.


Q11: Why aren't Quickie and Seek available on mobile devices like smartphones and tablets?

      A: Unfortunately, the lack of app support for mobile devices is a limitation imposed by Zendesk. As of now, Quickie and Seek are specifically designed for desktop environments within Zendesk, and mobile functionality is not supported. We recommend accessing Sticky Notes on a supported desktop browser for the optimal user experience.


Q12: Which languages does Zendesk Support cater to in searches?

      A: Zendesk supports searches in several languages: English, French, German, Japanese, Portuguese, and Spanish. In Japanese, dictionary-based tokenization is used due to the continuous text flow, while in other languages, stemming helps in matching different forms of words, including singular and plural versions.


Q13: What is the upcoming browser extension feature in Seek?

      A: For Chrome and Edge users, a browser extension will soon be available, allowing you to open searches in the current window instead of a new tab.


Q14: How can I stay informed about future updates and enhancements to Seek?

      A: Stay updated by regularly checking for new versions of Seek and reviewing release notes. Additionally, monitor Zendesk's official channels and support resources for announcements regarding app enhancements.


Q15: What should I do if I encounter issues or have questions about Seek?

    A: Refer back to this comprehensive user guide for solutions or turn to Zendesk's support resources for additional help. Our support team is available to help address any questions or challenges you may encounter.

 

Conclusion

Congratulations! You've reached the end of Seek's user guide. In this final section, we'll recap key takeaways from your Seek journey and outline the recommended next steps to ensure a seamless and productive ticket management experience.

 

Key takeaways

Effortless ticket management
Seek is designed to simplify and streamline your ticket management process, offering an intuitive interface for creating and saving search criteria.

Visual tools for customization
Explore the visual tools provided by Seek, from compact and expanded views to icon buttons that enhance your customization options.

Order, conditions, and columns
Master the art of customizing your search criteria by understanding the significance of order, conditions, and columns. Use these features strategically to tailor your searches.

Saved searches for efficiency
Save and manage your customized searches for quick access and a more efficient workflow. Learn to create initial search templates and save unique search queries.

Extra features and upcoming enhancements
Take advantage of extra features like Show all, local and global reset options, shareable links, and more. Stay informed about upcoming features, such as the browser extension for Chrome and Edge users.

 

Next steps

Apply what you've learned to enhance your day-to-day ticket management within Zendesk.

Regularly check for updates and new features to ensure you're benefiting from the latest improvements in Seek.

Delve into advanced features, experiment with different search configurations, and tailor Seek to meet your unique requirements.

Keep in mind, Seek is a powerful Quickie tool designed to make your Zendesk experience more efficient and enjoyable. If you have any questions or encounter challenges along the way, refer back to this guide or seek assistance from Zendesk's support resources. Our support team is also here to help you. Thank you for choosing Seek, and happy ticket managing!



 

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