Searching for Tickets#
Here’s a clear breakdown of Ticket Search in Znuny so agents understand how to find exactly the tickets they need.
Where to Access Ticket Search
You can access ticket search in two main ways:
Quick Search - via the search toolbar bar (see Viewing the Toolbars)
Type a ticket number, subject keyword, or customer name.
Choose from the search types:
Fulltext: Search for tickets by number or keyword.
Cutsomer User: Find customers by name or email.
Customer ID: Search ticket articles by content.
Press Enter to see results.
Best for broad searches or ticket number searches.
Ticket Search - via Tickets → Search or (🔍) Search Icon in the main menu.
Opens the full search form with many filter options.
Best for precise queries and complex conditions.
Search Criteria in Advanced Search
The Advanced Search form lets you combine multiple criteria, such as but not limited to:
Ticket Number - exact number or partial match.
Title - keywords from the ticket subject.
Customer - by name, email, or Customer ID.
Queue - limit results to specific queues.
State - filter by ticket state (new, open, pending, closed, etc.).
Lock - locked or unlocked tickets.
Priority - priority levels from low to high.
Owner - tickets owned by a specific agent.
Responsible - tickets assigned to a responsible person.
Service & SLA - if your system uses service management.
Created/Changed - date range filters for creation or last change.
Escalation Status - escalated, soon to escalate, or not escalated.
Important
You can save your search criteria as a search template for quick access later, if your Znuny setup supports this feature. These can not be shared.
Using Search Results
Search results are shown in a ticket list view similar to queue overviews. From there, you can:
Open ticket details tickets directly.
Sort results by any column (e.g., age, state).
Perform bulk actions (move, close, change priority, etc.) if you have permission.
Change search parameters.
Search Tips for Agents
Exact Ticket Lookup: Enter the full ticket number in Quick Search → press Enter.
Multiple Filters: Combine criteria to narrow down large queues (e.g., Queue = Support, State = open, Owner = me).
Save Searches (if enabled): Some setups allow saving common searches as personal filters.
Why It’s Important
Using search effectively helps:
Avoid missing tickets hidden in high-volume queues.
Quickly find related tickets for context.
Export results for quick reporting or follow-ups.
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flowchart TD
A[Start: Need to find tickets] --> B{Know exact ticket number?}
B -- Yes --> C[Quick Search]
C --> Z[Open ticket or refine]
B -- No --> D{Simple keywords sufficient?}
D -- Yes --> E[Quick Search]
E --> F{Found it?}
F -- Yes --> Z
F -- No --> G[Open Advanced Search]
D -- No --> G
G --> H[Set core filters]
H --> I[Add specifics]
I --> J[Run search]
J --> K{Too many results?}
K -- Yes --> L[Refine filters or add sort]
L --> J
K -- No --> M{Need bulk action?}
M -- Yes --> N[Apply bulk action]
M -- No --> Z[Open a ticket]
N --> Z
Z[End]
Ticket Search Flowchart#