The Search option in Zoho Desk helps you locate records in different modules, such as Tickets, Customers, Articles, Products, and Activities without having to go through the entire list, thus saving time in finding them.
Following options can be used to search records:
- Quick Search
- Faceted Search
- Advanced Search
- Search Records by Alphabets (Customers module only)
Quick Search
Quick Search enables users to find specific record(s) across the modules or within a particular module using keywords.
For example, agents can quickly search for the tickets that were raised for refund by typing "refund" in the search bar, instead of looking up throughout the tickets module.
To perform a quick search
- In the Zoho Desk, click the Search icon ( ) from the top bar.
- Enter the desired keyword(s) in the search box.
Zoho Desk predicts what you're looking for and shows the search results from the current module. - Select the desired Module to search from.
You can select all modules or specific modules from the predictions box to narrow down your search.
Click the Search icon ( ) and select Search in All Departments
- If you still can't find the record in the Predictions box hit enter to perform a faceted search.
Faceted Search
Faceted search categorizes the search results based on common attributes such as status, channel, priority, etc. This allows users toquickly navigate to the exact record that they are looking for. Each time you click a facet value, the set of search results is narrowed down accordingly to the given facet value. Please note that the additional clicks continue to narrow down the search, andthe previous facet values are remembered and applied again. The collective facet values will be displayed in the breadcrumbs.
To perform a faceted search
- In the Zoho Desk, click the Search icon ( ) on the top bar.
- Enter the desired keyword(s) in the search box.
- Hit Enter.
The records matching the search keywords will be listed. - Click the facet values on the left menu to show results in the given facets.
The breadcrumb at the top of the page displays the facet values you've chosen.
Likewise, you can keep selecting the facet values until the desired records are found.
Note
You can also perform a faceted search from the All Departments view. In such a case, the Department is added as a facet and displays their entities as facet values.
Advanced Search
Advanced search enables you to search for records by specifying custom search criteria.
To perform a advance search
- In the Zoho Desk, click the Search icon ( ) on the top bar.
- Click the Search icon ( ) on the search bar.
- Click Advanced Search on the search drop-down list.
- On the Advanced Search page, specify the desired filter criteria and the keywords to search for.
- You can use the AND/OR combinations between the filter properties.
- Click Search.
Search Records by Alphabets
You can search for contacts and accounts within the Customers module by clicking the alphabet links displayed on to your right. It directly takes you to the matching records that starts with the selected alphabet.
To search by alphabet
- Click the Customers module.
- On the Contacts Home page, click an Alphabet from the list.
- The page displays the list of matching contacts that start with the selected alphabet.
Note: You can also switch to the Accounts module from the left menu and perform the same operation.Also, the alphabet search option will search for records by their First name. If you want to search records by the Last Name, you need to change the Name Format under Setup.
Sort and View Search Results
While you perform a quick search, you can also sort the search results according to your preference.
You can sort the results by:
- Modified Time - To lists the recently modified records at the top.
- Relevance - To fetch the records based on the number of times your keywords appear in a record.
By default, Zoho Desk displays 10 records per search results page. However, you can click the More Actions icon (
) to choose the number of records to be displayed on a page. A maximum of 50 records can be viewed per page.
Note: The option to sort the search results is not available for Advanced Search.
Selecting bulk records using the shift key
Agents or Admins can use the shift key to select or unselect a range of records in the Ticket module's list and detail view, as well as in the Accounts, Contacts, and Activities modules. In addition, users can also use the shift key to select bulk records while performing global and advanced search within the Desk account. This streamlines the selection process, making it a time-saving and convenient method for managing records across various modules and search functions.
Note: Shift + Select option works in both the classic and compact views, as well as across all work modes (status, handshake, countdown, priority).
To select a range of records using shift key
- Navigate to the desired module.
- Select the first record, hold down the Shift key, and then choose the last record to select or deselect a range of records.