Case Query search

You can expand the case search using the search tab. Here are some examples of frequently searched fields:

• Cases
• Assignees
• Cases in Posts
• Content
• Status Update Time
• Emails
• Case Custom Fields

 

Cases

Find an unclosed live chat session:

 NOT (status = closed)

Search for a specific case:

caseId = XYZ

Assignees

Filter cases without owner assignee:

 ownerAssignee IS NULL

Cases not assigned in agents' inboxes:

inboxAssignee IS NULL

Search for a specific agent using agent IDs:

ownerAssignee = agentId

Cases in Posts

Search for all cases of a specific post

threadId = 'POSTID'

Search for all cases of a specific post based on the external ID (ID from the original platform). You can find the external post ID under the show details in case actions of each case

threadIdOnExternalPlatform = 'externalPOSTID'

Content

Search for specific content (Note: available only for private channels)

content=keyword

You can also search for strings

content="key words"

Status Update Time

Search for cases whose status was updated Before/after or at a specific date and time

statusUpdatedAt >= YYYY-MM-DDTHH:MM:SSZ
statusUpdatedAt <= YYYY-MM-DDTHH:MM:SSZ

 

Search for cases resolved Before/after or at a specific date and time

resolvedAt >= YYYY-MM-DDTHH:MM:SSZ
resolvedAt <= YYYY-MM-DDTHH:MM:SSZ

Emails

Search for cases created by a specific email address

Author= email@domain.com

Use the Title operator to search for keywords in email subjects

Title= subject keyword

Case Custom Fields

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!