The search function in the Dashboard includes forum posts, emails, Help Center, and chat conversations.

General search

• The search shows tickets that contain all the specified words.
• Some words are given a higher relevance weighting. Example: When searching for “I forgot my password”, the words “forgot” and “password” are prioritized.
• The search also accounts for spelling mistakes.
• You can sort results by relevance or date.
• The search defaults to tickets etc. with activity during the last 12 months 

Advanced search options

Exact phrase search

Use quotation marks (" ") to search for an exact phrase.
Example: "forgot password" only shows results where the phrase appears in exactly that form.

Search by tags

Use tag:your search to limit the search to tags. If the ticket content, in addition to the tag, also matches your search, it will be included in the results as well.

Search in subject line

Use title: to limit the search to email subject lines.
Example: title:forgot password only shows emails with those words in the subject line.

Search by ticket number

Use # followed by a number to find a specific ticket.
Example: #1234 shows the ticket with that number.

Search with wildcard

Use * before or after a search term to search for parts of a word.
Example: order* returns results such as order number, order status, etc.

Other functionality

• The search also includes comments as well as “Ask for Help” conversations.
• When searching for an email address, a filtered view is shown with all emails from that sender.
• When searching for parts of an email address, a regular search is performed.