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User guide | Seek

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. Quick search of conditions
        3. Reset all conditions
      3. Columns
        1. Manage columns
        2. Quick search of 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. Rename a saved search
        4. Delete a saved search
    1. Extra features
      1. Quick search
      2. Local reset vs 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
    An introduction to Seek's advanced search system, designed for effortless ticket management.
  • Getting started
    Discover the intuitive features of Seek's visual tools and navigate the user-friendly interface.
  • Customizing search criteria
    Explore order, conditions, and columns to tailor your search criteria. Manage and customize each criterion for a personalized search experience.
  • Ticket search reference
    Effectively navigate your ticket searches with the right terms, keywords, and operators.
  • Managing a search query
    Save and reset initial search configurations. Save, view, rename, or delete custom search templates.
  • Extra features
    Utilize quick search, reset options, shareable links, and showing results on Zendesk.
  • Solutions, tips, and tricks
    Explore practical solutions, helpful tips, and clever tricks to enhance your Seek experience.
  • Upcoming features
    Stay informed about what's coming soon.
  • Best practices
    Maximize your utilization of Seek with essential optimization tips.
  • FAQs
    Find answers to frequently asked questions and troubleshoot common issues.
  • Conclusion
    Explore key takeaways and discover next steps for an enhanced Zendesk experience.

 

 

Overview

Welcome to Seek, the newest innovative feature seamlessly integrated into Quickie. Seek transforms the way you discover and manage tickets, introducing an advanced search system that empowers you to streamline your ticket management effortlessly. This help center is your go-to guide, ensuring you make the most of Seek's features and functionalities.

Seek is designed to simplify your search process, eliminating the need for complex commands and providing an intuitive interface for effortless customization of your search criteria. At first glance, it might look like your typical search tab. However, it goes beyond the basics, offering a user-friendly platform for creating and saving search criteria.

 

Getting started

Discover the intuitive features of Seek's visual tools and navigate through its user-friendly interface. Explore the dynamic interplay between the compact and expanded views, providing you with the flexibility to select the display that complements your workflow seamlessly.

 

Discover the visual tools

Get familiar with Seek's handy icon buttons.

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Open Seek

Click the binoculars icon to open the Seek tab and get started
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Open help center

Click the question mark icon to open the help center section and find all the essential information about Seek, as well as how-to guides and answers to frequently asked questions
Screen Shot 2023-11-17 at 9.26.46 am.png

More options

Click the three vertical dots icon to open up a variety of options, such as: Save search, Save search as, Rename search, Delete search, Save as initial search, Reset initial search config, and Show search codes
Screen Shot 2023-11-17 at 9.27.06 am.png

Show results in standard search

Click the arrow icon to open a new tab showing all your ticket search results in a standard Zendesk search
Screen Shot 2023-11-17 at 9.27.13 am.png

Copy link

Click the link icon to copy a full search query link to the clipboard for sharing
Screen Shot 2023-11-17 at 9.27.27 am.png

Copy search query

Click the clipboard icon to copy your search query to the clipboard and paste into a standard Zendesk search input
Screen Shot 2023-11-17 at 9.27.37 am.png

Default order to reverse order

Click the A-Z icon to change ticket list view order from default to reverse
Screen Shot 2023-11-17 at 9.27.44 am.png

Reverse order to default order

Click the Z-A icon to change ticket list view order from reverse back to default
Screen Shot 2023-11-20 at 12.30.31 pm.png

Expand

Click the left arrow icon to view Seek in expanded view for a more complex search
Screen Shot 2023-11-20 at 12.30.16 pm.png

Collapse

Click the right arrow icon to return to compact view for a simple search
Screen Shot 2023-11-21 at 1.00.15 pm.png

Close out

Click the up arrow icon to close out conditions or columns while on compact view
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Reset or Remove

Click the X icon once to reset a field chosen, or click twice to completely remove a condition or column
Screen Shot 2023-11-17 at 9.28.42 am.png

Quick search

Click the drawers icon to open up a full list of conditions, columns, or tabs

 

 

Compact view vs expanded view

Explore Seek's compact view for simple searches and expanded view for customized setups. Choose the view that suits your needs, providing either a straightforward or detailed approach to streamline your ticket management efficiently.

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 Collapse.




 

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 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, 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.


To start, click Condition.



 

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.

3. 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.



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.







7. Reset a saved condition by clicking X once.



8. After the reset, select a new preferred condition seamlessly.





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





 

Quick search of conditions

View a snapshot of all conditions and their subfields.

1. Click Quick search.



2. Selected conditions are highlighted in blue.



3. Click and add conditions effortlessly.



4. In this example, after clicking Requester, it is now highlighted in blue.



5. Click X to return to the saved conditions list.



6. The added condition appears at the bottom of the saved conditions list.



7. Clicking the blue box multiple times will create duplicates of the same condition. For example, you could include two requesters in your search.



8. Click X to return to the saved conditions list.



9. In this example, there are now two requester fields.



10. You can then modify the condition to suit your search needs.



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.




2. Your slate is clean, and in this example, the recently added conditions vanish.



 

Columns

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


To start, click Columns.



 

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.

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



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.






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




 

Quick search of columns

Browse all available columns and their subfields.

1. Click Quick search.

Screen Shot 2023-11-16 at 10.06.57 am.png

2. Add columns efficiently by clicking all applicable boxes. Boxes turn dark gray when selected.

Screen Shot 2023-11-16 at 9.58.58 am.png

3. If clicked a second time, the box turns light gray. This means the column has been removed.

Screen Shot 2023-11-16 at 10.00.05 am.png

4. Click X to return to the main columns menu.

Screen Shot 2023-11-16 at 10.19.52 am.png

5. Any new columns added will now appear on the list.

Screen Shot 2023-11-16 at 10.26.05 am.png

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.

1. Click Reset.

Screen Shot 2023-11-16 at 10.34.36 am.png

2. In this example, the recently added tags and form columns are automatically removed after a reset.

Screen Shot 2023-11-16 at 10.30.45 am.png

 

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. To save, click More Options.

Screen Shot 2023-11-17 at 12.32.53 pm.png

2. Select Save as initial search

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3. Click Save when prompted.

Screen Shot 2023-11-16 at 11.55.23 am.png

 

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. Click More Options.

Screen Shot 2023-11-17 at 12.32.53 pm.png

2. Then click Reset initial search config.

Screen Shot 2023-11-15 at 5.12.53 pm.png

3. Click Reset when prompted.

Screen Shot 2023-11-17 at 2.31.09 pm.png

 

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. Click More Options.

Screen Shot 2023-11-15 at 5.09.39 pm.png

2. Select Save search

Screen Shot 2023-11-15 at 5.10.04 pm.png

3. Add a name, then click Save.

Screen Shot 2023-11-15 at 5.10.39 pm.png

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

Screen Shot 2023-11-15 at 5.11.00 pm.png

 

View a saved search

Easily return to your previously saved search template.

1. Click Saved searches.

Screen Shot 2023-11-15 at 5.11.46 pm.png

2. All your saved searches will appear via a dropdown menu.

Screen Shot 2023-11-15 at 5.11.58 pm.png

 

Rename a saved search

Revamp your existing saved search query by assigning it a fresh, new name.

1. Click More Options.

Screen Shot 2023-11-17 at 12.32.53 pm.png

2. Select Rename search.

Screen Shot 2023-11-16 at 12.10.35 pm.png

3. Type in the preferred name, then click Save.

Screen Shot 2023-11-16 at 12.12.10 pm.png

 

Delete a saved search

Maintain order and streamline your workspace by removing saved searches that are no longer necessary.

1. Click More Options.

Screen Shot 2023-11-17 at 12.32.53 pm.png

2. Click Delete search.


Screen Shot 2023-11-17 at 12.11.06 pm.png

3. Confirm by clicking Delete.

Screen Shot 2023-11-17 at 12.11.18 pm.png

 

Extra features

 

Quick search

Use Quick search 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.

Click Quick search for conditions.

Screen Shot 2023-11-15 at 4.15.56 pm.png

Click Quick search for columns.

Screen Shot 2023-11-16 at 10.06.57 am.png

Click Quick search for tags.

Screen Shot 2023-11-17 at 4.02.28 pm.png

 

Local reset vs global reset

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


1. Local reset

Click Reset for conditions.


Screen Shot 2023-11-17 at 5.15.58 pm.png

Click Reset for individual fields within conditions.


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Click Reset for columns.

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2. Global reset

Click Reset to wipe out your entire most recent search configuration.

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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.

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

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Click Copy search query to copy your search query to the clipboard so you can paste it into the Zendesk standard search input.

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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.

Click Show results in standard search to instantly open a new Zendesk tab with your query results.

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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. Open Seek and select 'Satisfaction' as your search condition.



2. Set up multiple conditions to include:
'Satisfaction is unoffered'
'Satisfaction is offered'



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.



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



2. Type both 'Good' and 'Goodwithcomment' 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".



 

Tracking Bad CSAT


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



2. Type both 'Bad' and 'Badwithcomment' 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".



 

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. Type 'Goodwithcomment' 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".



 

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".



 

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. Access Seek on Quickie.

2. 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.

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

4. 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. Open Seek within Quickie.

2. Start creating your search criteria.

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

4. Choose the "Bad CSAT reason" field and select one of the specific reasons.

5. 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 Add trigger.



3. Name the trigger, such as "CSAT Change: Bad to Good".



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. Save the 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 Add trigger.



3. Name the trigger, such as "CSAT Change: Good to Bad".



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. Save the 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":



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

Optimize your utilization of Seek with these vital tips to enhance your Zendesk experience. Implement effective strategies for efficient ticket management, ensuring customized searches, streamlined workflows, and a seamless, productive Zendesk usage.


Efficient naming conventions for saved searches

Utilize clear and descriptive names when saving search queries. This ensures easy identification and retrieval of specific searches when needed.


Regularly review and organize saved searches

Periodically assess your list of saved searches. Delete any unnecessary or outdated searches to maintain a clean and organized workspace.


Effective use of compact and expanded views

Understand the strengths of compact and expanded views. Utilize compact view for quick and straightforward searches, while expanded view offers a more complex setup for intricate search requirements.


Maximize use of conditions for precision

Leverage conditions to narrow down your search effectively. Use a combination of conditions for precise results and avoid overloading searches with unnecessary criteria.


Strategic use of order for prioritization

Tailor the order settings to prioritize the display of tickets. Experiment with different order options to find the arrangement that best suits your workflow.


Optimize naming and labeling of search queries

When saving search queries or naming conditions and columns, adopt a standardized and descriptive approach. This practice enhances clarity and facilitates easier management of your search configurations.


Regularly reset and refine searches

Take advantage of local and global reset options to clean up your search configurations. This ensures a fresh start for each search and prevents unintended carryover of conditions or columns.


Utilize Quick search for swift selection

When selecting conditions, columns, or tags, use the Quick search feature for efficient access to a comprehensive list of options. Particularly beneficial for accounts with numerous fields.


Remember, these best practices aim to enhance your Seek experience and refine your workflow within Zendesk. Feel free to tailor these recommendations to align with your specific use case 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 the Seek help center. 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 Quick search, 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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