Searching through tickets

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.

Searching in the ticket interface

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



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, * will return all tickets from 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.