SearchUpdated 2 days ago
There are two ways you can search in Gorgias - the ticket search and the customer search - and both are present in different tabs of the Search section in the left sidebar.
When you click on the Search option in the left sidebar, you will first see your recent searches, so you can quickly come back to a ticket or customer details page you viewed recently.
If you didn't find what you were looking for, you can enter the new query. Results can also be filtered by using the Advanced Search from the bottom of the Search window.
Results will first appear in the same tab for both tickets and customers. From there you can choose which section you would like to further explore.
You can also navigate the results with your keyboard:
- ↑↓ - go up or down through the results.
- ⏎ - Enter/return to open the result in the current tab.
- Ctrl/CMD + ⏎ - Ctrl (Windows)/Cmd (MacOS) button + the Enter/return button to open the result in a new tab.
Ticket search
The search ranks tickets based on their relevance: if we detect that you've entered a full email address, we look into the subject of the ticket, message contents, and To and From fields of messages for the exact email address - recently created tickets receive a relevance boost.
Parts of messages, titles, and other metadata that matched the search query will be highlighted.
If the keyword(s) typed in the search bar are found in multiple fields of a given ticket (ex: in the subject and the text of the messages), this ticket’s relevance will be higher as some fields have a higher influence on the relevance of the ticket, like the subject of the ticket.
Customer search
In addition to being part of the Search tab, the customer search is available on each ticket as well - in the right sidebar, above the ticket's current customer.
We're searching across multiple fields and different channels for a customer: name, surname, email, phone number, etc.
The results are sorted by relevancy - if the search finds the input in multiple attributes of the customer, the relevancy of that customer increases. Data that matched the query will be highlighted.
