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. The fields are searched cumulatively, meaning that if you provide search values for two fields, the card will only return ticket(s) that match both of those fields. Any results that you do not want to search by should be hidden from the card.

Field Definition Type Required
Ticket
Subject The subject of the ticket. String FALSE
Description The description (or the first comment) on a ticket. String FALSE
Type The type of ticket. This is one of: problem, incident, question, or task. Dropdown FALSE
Priority The priority of the ticket. Can be "urgent", "high", "normal", or "low". Dropdown FALSE
Status The state of the ticket. Can be "new", "open", "pending", "hold", "solved", or "closed". Dropdown FALSE
Requester The ID of the user who requested the ticket. Number FALSE
Assignee The ID of the agent to whom the ticket is assigned. String FALSE
Organization The ID of the organization of that the requester belongs to. String FALSE
Group The ID of the group the ticket is assigned to. String FALSE
Due Date The due date of the ticket if it is of type 'task'. The date must be in ISO 8601 format. See ISO 8601. 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 The service channel where the ticket was created (for example, "api", "web", "mobile"). Dropdown FALSE
Ticket Form The ID of the ticket form that was used to render this ticket, if any. String FALSE
Brand The 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 The filename 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 The ID of the first ticket returned by the search. Returned when the Single ticket option is chosen. String
Ticket IDs The IDs of all tickets returned by the search. Returned when the All matching tickets option is chosen. List

Related topics

Zendesk connector

About the elements of Okta Workflows

Zendesk REST API Documentation