Search for tickets in help desk

Review and filter tickets in help desk using search terms, ticket properties, and custom filters. 

• In your HubSpot account, navigate to Workspaces > Help Desk.
• You can locate a specific ticket by entering a term in the search box in the top left, which will search across all tickets in help desk.
  • Any of the following fields are currently supported as search terms:
    • Ticket information: search by name, ID, or description keywords.
    • Associated contact properties: search by first name, last name, phone number, mobile phone number, email address, or company.
    • Ticket message and comments: search for keywords within ticket messages or comments in the thread. The Message column will display a preview of the most recent message or comment matching the search. 

• To execute an exact search, add double quotation marks around your search term. For example, entering "System outage incident" will only return results that match the entire phrase exactly, eliminating partial results. 
• After you've entered a search, hit the enter key to execute your search.

• You can sort tickets by a specific property by clicking the column header for that property.
• Click the dropdown menus at the top of the list view to filter by Ticket owner, Priority, Pipeline, Ticket status, or HubSpot team.
• You can use quick filters to pin properties to the top of help desk. Users can easily access specific ticket properties and filter data:
  • At the top of the ticket list view, click add More. 
  • Search for or select a ticket property to filter by. You can select up to 5 additional filters for each view. 

• The quick filter will be added to the top of the ticket list view. Click the dropdown menu at the top of the list to set the criteria for the selected property.
• To remove quick filters:
  • Click add More. Then, click edit Edit quick filters. 
  • Click the deleedelete delete icon next to the property.
  • Click Apply. 
    
    

• Create a customized filter by clicking Advanced filters:
  • In the right panel, enter and select a property to filter by.
  • Set the criteria for the selected property.
  • To select another property, click AND or OR. When you set a filter with AND, records must meet all of the criteria in the filter group in order to be included in the view. When you select OR, the records must meet the criteria in at least one filter group to be included in the view.
  • To remove a property, hover over the filter and click the deletdelete delete icon.
  • To remove a group of filters, click the delete icondelete icon in the top right corner of the group.
  • To remove all filters, click Discard.
  • Once you’re done, click the X in the top right corner. Filters will be saved and applied globally to default views only. Applied filters won't be saved to custom views.

You can click the name of a ticket to return to the detailed view of the ticket and its associated conversation.

Learn more about setting up help desk.