You can expand the case search using the search tab. Here are some examples of frequently searched fields:
Find an unclosed live chat session:
NOT (status = closed)
Search for a specific case:
caseId = XYZ
Filter cases without owner assignee:
ownerAssignee IS NULL
Cases not assigned in agents' inbox:
inboxAssignee IS NULL
Search for all cases of a specific post
threadId = 'POSTID'
Search for all cases of a specific post based on the external ID
You can find the external post ID under the show details in case actions of each case
threadIdOnExternalPlatform = 'externalPOSTID'
Search for specific content *available only for private channels
Search for a specific custom field
customField[ident] = "value"
customField[ident] != "value"
customField[ident] IN ("value1", "value2")
customField[ident] NOT IN ("value1", "value2")
customField[ident] < NUMBER
customField[ident] > NUMBER
customField[ident] <= NUMBER
customField[ident] >= NUMBER
customField[identA] = "value1" AND customField[identB] = "value2"
Can't find what you are looking for? Reach out to the support heroes!