SupportBee’s advanced search function allows you to search through tickets based on particular fields, using exact phrases and wildcards, using modifiers (like ‘AND’, ‘OR’), and so much more.
Below is a comprehensive list of options that will help you in searches within SupportBee. You can also take advantage of these features from the API search endpoint.
Search by ticket fields
Here are examples for what you should input in the ‘Search’ field to search for tickets by specific ticket parameters.
Search by Subject
Subject: “Search phrase”
By Sender
From: name
From: email_id
By message
Message: “Search phrase”
By recipient
To: name
To: email_id
By reply content
Replies: “Search phrase”
By comment content
Comments: “Search phrase”
By date
before:2016-11-1
after:2016-11-1
Exact phrase search
You can also search for exact phrases by using quotes around your search phrase in the search field. For example, searching for
“Questions about your product”
will return all tickets which contain that exact phrase.
Search by ticket numbers
Though this feature was already available in SupportBee, it was disabled for a short while when the new search functionality was being implemented. Now, you can continue to search for tickets by the ticket number without glitches.
Using ‘AND’/ ’OR’ modifiers
Spaces between phrases are considered as ‘AND’ by default. However you have to explicitly use the ‘OR’ operand for ‘Either or’ searches. For example,
Subject: (questions OR trial)
will return all tickets with either the word ‘questions’ or ‘trial’ in the subject field of the ticket.
Using Wildcard
Now you can use wildcard(*) in ticket searches. For example, *@supportbee.com will return all tickets from Supportbee.com email id.
Also, the asterisk(*) can be used in searches to match the preceding pattern zero-or-more times. For example, the search
message: inter*
will return tickets that contain “inter”, “international”, “internet”, and so on.