By default, we search your term in the ticket subject, body, tags, and contact. But often it's important to add very specific filters. Below you find all advanced filters and some examples.
Note: A filter is applied to the current section. The easiest way is to search in the Inbox All. Only if you search for a specific ticket number like #54 will we search all sections.
Available Filters
Filter | Example | Description |
|---|---|---|
# | #54 | Find the ticket with the id 54. |
subject: | subject:bug | Searches the subject of a ticket. |
body: | body:important | Searches the message body. |
subjectOrBody: | subjectOrBody:”some term” | Searches your term in subject OR body of the ticket. |
contact: | contact:mike contact:@examplde.com | Searches name and email of the ticket contact. |
tag: | tag:bug | Searches the tag name of |
agent: | agent:mike | Searches the name and email of the assigned agent, and finds all tickets of this agent. |
team: | team:sales team:”quality management” | |
status: | status:waiting | Searches all tickets with that status waiting. Available status are open, waiting, escalated, closed, spam |
Filter combinations
You can combine different filters. Here is what you need to know:
If the filters are different, HelpSpace automatically links them with an AND operator. All criteria must be met within a ticket for it to match the search:
Example: tag:bug body:”help me” contact:”Mike Smith”
If the same filter is applied multiple times, HelpSpace automatically links them with an OR operator. Only one criterion needs to be met within a ticket for it to match the search:
Example: tag:bug tag:sales
