Query search

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)

Filter cases without owner assignee:

 ownerAssignee IS NULL

Cases not assigned in agents' inbox:

inboxAssignee IS NULL

Search for a specific case:

caseId = XYZ

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 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!