.. meta::
   :description: Find tickets fast in Znuny — Quick Search vs Advanced Search, filter criteria, saved search templates and bulk actions on search results.
   :keywords: Znuny ticket search, advanced search, quick search, ticket filter, search template, fulltext search

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:

1. **Quick Search** - via the search toolbar bar (see :ref:`agent_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.

2. **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.

.. mermaid::
  :caption: Ticket Search Flowchart
  :zoom: Yes

   %%{init: {"theme": "base", "themeVariables": {
      'primaryColor': '#fefefe',
      'lineColor': '#aaa'
   }}}%%
  
     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]