Search

Basics

If you search for tickets, user and organizations, you can use the search. It is located in the top left corner in the primary navigation bar. Either select it via mouse or use the keyboard shortcut s. Zammad returns all fitting items for which you have at least view or read permissions.

The search covers basically all information which is stored in Zammad and which got indexed by Elasticsearch, like:

• Message subject and text
• Names and email addresses
• Text in file attachments
• User and organizations details (like notes, names, etc.)

When the search field is active, you can see your last viewed items as well as your recent search queries.

After entering a search term, you immediately see a preview of the search results. These results are separated by type to make sure you won't get lost in the results. Selecting one of those results will open a new navigation tab (if not already opened) with the item.

If you press enter or click on detailed search, Zammad displays a page with search results. There you can narrow down your search by selecting a specific object type (e.g. customer) in the tab bar below the search bar.

If you are still facing many results, try to narrow down your search by adding additional terms or use the sorting of the columns. To sort the results based on the column's values, click on a column header. The sorting is indicated by an arrow. Click on the column again to change the sorting from ascending to descending and back. If you still can't find what you are looking for, have a look at the next section where you can learn how to search for specific attributes like creation date or the ticket owner's email address.

Advanced

You can narrow down your search results to specific attributes, even in the search field in the navigation bar. Read on for some examples and explanations. For a more detailed list of available attributes, please take a look at the indexed attributes by Elasticsearch.

Syntax

Search for a specific customer by using customer.attribute:

customer.firstname: John

or:

customer.lastname: Doe

If you want to run a more complex search, you can use conditions with () and AND/OR options:

state.name: open AND (article.from:me OR article.from:somebody)

Additional Examples

Attribute	possible Values	Example	Description
number	1118566	number:1118566 number:11185*	Search for a ticket number
title	some title	title:"some title" title:Printer title: "some ti*"	If you need to use spacings in the search phrase, use quotes. Zammad will do a AND-Search over the given words. You can also use a single keyword without quotation.
created_at	2018-11-18	created_at:2018-11-18 created_at:[2018-11-15 TO 2018-11-18] created_at:>now-1h	You can either use a simple date, a date-range or >now-xh. Please note that the date format needs to be YYYY-MM-DD
state.name	new open closed	state.name: new state.name:new OR open	You can filter for specific ticket states (and even combine them with an OR). Please note that you need to use the english namings for states, unless you have custom ticket states defined in your instance.
article_count	5 [5 TO 10] [5 TO *] [* TO 5]	article_count:5 article_count: [5 TO 10] article_count:[5 TO *] article_count:[* TO 5]	You can search for Tickets with a specific number of articles (you can even search for everything with 5 or more articles or even up to 5 articles, if needed).
article.from	*bob*	article.from:*bob*	Show all tickets that contain articles from "Bob"
article.body	heat heat~ /joh?n(ath[oa]n)/	article.body:heat article.body:heat~ articlebody:/joh?n(ath[oa]n)/	First example shows every ticket containing the word "heat" - you can also use the fuzzy operator "~" to search for similar words like e.g. like "head". Zammad will also allow you to use regular expressions, where ever the attributes allows it.

Combining Search Phrases

You can combine search phrases by using AND, OR and TO and even separate them with (). If you want to exclude search results, you can use negation !.

Search phrase	Description
state.name:(closed OR open) AND (priority.name:"2 normal" OR tags:feedback)	Show every ticket that state is either closed or open and has priority normal or the tag feedback.
state.name:(closed OR open) AND (priority.name:"2 normal" OR tags:feedback) AND !(Zammad)	This gets the same result as above, expect that we don't want the ticket to contain anything matching to "Zammad"
owner.email:bob@example.net AND state.name:(open OR new)	Show Tickets from bob@example.net that are either open or new
state.name:pending* AND article_count:[1 TO 5]	Show everything with any pending state and an article count of 1 to 5.