Search Tickets
Search for one or more tickets and return the ticket ID(s). The ticket ID can be used with another other card to read the ticket, update its information, and more.
Options
| Field | Definition | Type | Required |
|---|---|---|---|
| Return |
Choose from Single ticket and All matching tickets.
Single ticket - If selected, this card returns the first ticket that matches your search. Use this option when you're looking for a specific ticket. All matching tickets - If selected, this card returns a collection of tickets that match your search. Use this option when you're looking for a filtered set of tickets. |
Dropdown | TRUE |
Input
Use one or more of the input fields to search for tickets. Any results that you do not want to search by should be hidden from the card.
If you specify multiple search criteria, they're combined to create the query. The resulting output is the group that matches all criteria.
However, if you don't specify any search criteria, the card returns all fields for available records.
| Field | Definition | Type | Required |
|---|---|---|---|
| Ticket | |||
| Subject | Subject of the ticket. | String | FALSE |
| Description | Description (or the first comment) on a ticket. | String | FALSE |
| Type | Type of ticket; options are problem, incident, question, or task. | Dropdown | FALSE |
| Priority | Priority of the ticket; options are urgent, high, normal, or low. |
Dropdown | FALSE |
| Status | State of the ticket; can be new, open, pending, hold, solved, or closed. |
Dropdown | FALSE |
| Requester | ID of the user who requested the ticket. | Number | FALSE |
| Assignee | ID of the agent to whom the ticket is assigned. | String | FALSE |
| Organization | ID of the organization to which the requester belongs. | String | FALSE |
| Group | ID of the group to which the ticket is assigned. | String | FALSE |
| Due Date | Due date of the ticket if it is of type 'task'; the date must be in ISO 8601 format. | String | FALSE |
| Tags | A list of the tags associated with the ticket. Ticket must have each of the tags in this list to be included in the search results. | List | FALSE |
| Via Channel | A description of how the ticket was created; possible values are api, web, or mobile. |
Dropdown | FALSE |
| Ticket Form | ID of the ticket form that was used to render this ticket, if any. | String | FALSE |
| Brand | ID of the brand associated with this ticket. | String | FALSE |
| Has Attachment? | If True is selected, only tickets with attachments will be included in the results. If False, only tickets without attachments will be included in the results. |
Boolean | FALSE |
| Attachment Name | File name of any attachment. | String | FALSE |
| CC | ID of any user who is currently CC'd on the ticket. | String | FALSE |
| Custom Field Value | Searches each custom field on the ticket for a matching value. | String | FALSE |
| External ID | An external ID for the ticket. | String | FALSE |
Output
| Field | Definition | Type |
|---|---|---|
| Ticket ID | ID of the first ticket returned by the search; returned when the Single ticket option is chosen. | String |
| Ticket IDs | IDs of all tickets returned by the search; returned when the All matching tickets option is chosen. | List |