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' inboxes:
inboxAssignee IS NULL
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'
Search for specific content (Note: available only for private channels)
You can also search for strings
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
Search for cases created by a specific email address
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!
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