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.

Text FALSE

Description

Description (or the first comment) on a ticket.

Text 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.

Text FALSE

Organization

ID of the organization to which the requester belongs.

Text FALSE

Group

ID of the group to which the ticket is assigned.

Text FALSE

Due Date

Due date of the ticket if it is of type 'task'; the date must be in ISO 8601 format.

Text 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.

Text FALSE

Brand

ID of the brand associated with this ticket.

Text 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.

True/False FALSE

Attachment Name

File name of any attachment.

Text FALSE

CC

ID of any user who is currently CC'd on the ticket.

Text FALSE

Custom Field Value

Searches each custom field on the ticket for a matching value.

Text FALSE

External ID

An external ID for the ticket.

Text FALSE

Output

Field Definition Type

Ticket ID

ID of the first ticket returned by the search; returned when the Single ticket option is chosen.

Text

Ticket IDs

IDs of all tickets returned by the search; returned when the All matching tickets option is chosen.

List