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
Search and Filter Tickets via URL
You can search or filter tickets in HelpSpace directly using the URL. This is useful if you want to:
Save filters as bookmarks for quick access.
Generate URLs from other tools, e.g., to search for specific tags or contacts.
URL Structure
Append ?search=your-term to the end of the ticket URL.
Example:
https://your-workspace.helpspace.com/#/tickets/all/631?search=your-termFilter Examples
Filter by tag:
?search=tag:marketingFilter by tag and agent:
?search=tag:marketing agent:"Jo Doe"
Full example URL:
https://your-workspace.helpspace.com/#/tickets/all/631?search=tag:marketing agent:"Jo Doe"URL Encoding
Certain characters must be URL-encoded. While browsers usually handle this automatically, here are the encodings if you need to apply them manually:
Character | Encode as |
|---|---|
|
|
(space) |
|
Full example with URL encoding:
https://dein-workspace.helpspace.com/#/tickets/all/631?search=tag%3Amarketing%20agent%3A"Jo%20Doe"Important: Refresh Required
When testing or editing the URL manually in the browser, you must reload the page for the search to take effect. Simply changing the URL without refreshing won't trigger the filter.
