Search in GorgiasUpdated 5 hours ago
You can search in Gorgias to find tickets, calls and customers in your helpdesk. When you need to narrow down your search based on specific attributes, use Advanced Search to apply filters to your results.
Requirements
- Available on all Helpdesk plans
- All roles can search their Gorgias helpdesk
Start a search
To search in Gorgias, click the magnifying glass icon in the main menu, or use the Cmd+K (Mac)/Ctrl+K (Windows) keyboard shortcut. When you open a new search, you’ll see a list of your recently accessed tickets and/or customers. Select an item from the list to jump back in, or enter a new search query to find something specific.
- From your helpdesk, click the magnifying glass icon in the main menu.
- In the search bar, enter your search keywords.
- Review the results. To see more results of each type, click the Tickets, Calls, or Customers tabs along the top of the search window.
Navigate search results
Gorgias will search ticket subject lines, message contents, To and From fields, and ticket metadata for your keywords, as well as customer attributes like name, email, and phone number. Your search terms will be highlighted in the results.
Search results are sorted by relevance. Recently created tickets and results where the keyword appears multiple times will be ranked higher in search, as well as results where the search keyword appears in the subject of the ticket.
If you’d like, you can navigate search with the following keyboard shortcuts:
| Action | Shortcut |
| Open search | Cmd + K (Mac) Ctrl + K (Windows) |
| Move up and down through the results | ↑/↓ Up & Down arrow keys (Mac and Windows) |
| Open the selected result in the current tab | ⏎Enter/Return (Mac and Windows) |
| Open the selected result in a new tab | Cmd + ⏎Enter (Mac) Ctrl + ⏎Enter (Windows) |
| Open Advanced Search | Shift + ⏎Enter |
Use Advanced Search
To further narrow down your results, you can use Advanced Search to filter your results by the following attributes:
- AI Agent feedback
- Assignee team
- Assignee user
- Auto QA Score
- CSAT Score
- Channel
- Closed
- Created
- Customer
- Customer field
- Integration
- Language
- Last message
- Last received message
- Priority
- Snooze
- Status
- Store
- Tags
- Ticket field
- Updated
Once you select an attribute, you’ll select an operator and a value to create a filter for the results. You can create multiple filters for the same search to find tickets that match multiple conditions.
- From your helpdesk, click the magnifying glass icon in the main menu.
- In the search bar, enter your search keywords.
- In the bottom-right corner of the search results, click Advanced Search, or use the Shift + Enter keyboard shortcut.
- Click Add Filter, then select an attribute, an operator and a value.
- To add another filter, click Add Filter. To remove a filter, click the X icon next to it.
Your search results will update automatically as filters are applied or removed.
