Get Kayako Sign in
Start a conversation
  1. Internal Test
  2. Components
  3. Unified Search

Using Modifiers When Searching in Kayako

Overview

To help you take full advantage of Kayako's search functionality, this article provides a list of all of the search modifiers available within the unified search bar. 

 

 

Diagnosis

The search bar at the top portion of Kayako is what you will use to run powerful searches that can lurk through everything you have stored in Kayako, from conversations (tickets) and Help Center articles to users and organizations. Your searches will cover titles, subjects, body content, names, identities, tags, priorities, statuses, attachments – even custom fields.

Often, searching leads to a huge result set and it gets time-consuming for you to find the appropriate result. You can refine your search results using search modifiers.

 

Back to top

 

Solution

In the table below, you will find definitions of what each modifier does and examples of how to use it:

Modifier Definition Examples

Universal Modifiers (Use these with any type of search query)

in

Limits your search to a particular type of result. Use it to specify whether you are looking for a match in conversations, users, organizations, or Help Center articles.

Permitted values:

in:conversations

in:users

in:organizations

in:articles

[field]:null

Searches for a null (or empty) value in the specified field.

assignee:null

organization:null

team: null

created

Searches based on the date the item was created.

NOTES:

  • The date is formatted as yyyy-mm-dd
  • Using the greater than sign (>) limits the search to items created after the date specified.
  • Using less than sign (<) would limit it to items created before the date specified.

created:2016-03-24

created>2016-02-28

created<=2016-04-01

updated

Searches based on the date the item was last updated.

NOTES:

  • The date is formatted as yyyy-mm-dd
  • Using the greater than sign (>) limits the search to items updated after the date specified.
  • Using less than sign (<) would limit it to items updated before the date specified.

updated:2016-03-24

updated>2016-02-28

updated<=2016-04-01

tag

Searches an item's tags.

tag:feedback

tag:"feature request"

name

Searches the names of users and organizations.

name:tobias

name:"atmosphere coffee"

[custom_field]

Searches any custom conversation, user, or organization field you have defined.

NOTE: You need to use the field's key name, which you can find if you open the field for editing in the admin area. For example, if the API field key is 'under_warranty' and the value you are looking for is 'no', then the query should be under_warranty:no.

Example custom fields:

product:Rancilio

serial_number:08632l32

under_warranty:no

account_executive:"Bekki Park"

CONVERSATION-SPECIFIC MODIFIERS

id

Searches the Kayako conversation ID.

id:4362

assignee

Searches the names and identities of conversation assignees.

assignee:sienna

team

Searches conversations that have been assigned to a particular team.

team:sales

requester

Searches the names and identities of requesters.

requester:taylor

requester:@atmospherecoffeeco.com

creator

Searches the names and identities of conversation creators.

creator:"Tobias Schroeter"

organization

Searches for matches in customer organizations.

organization:"atmosphere coffee"

subject

Searches the subject of conversations.

subject:"Logica coffee machine return"

body

Searches the body content of conversation posts, user notes, organization notes, and articles.

body:nespresso

status

Searches for conversations set to a particular status.

status:open

status:pending

status:completed

type

Searches for conversations set to a particular type.

type:issue

type:null

priority

Searches for conversations with a particular priority.

priority:high

priority>low

priority:null

brand

Searches for conversations that belong to a particular brand.

brand:brewfictus

satisfaction

Searches for conversations that have a particular satisfaction rating.

Permitted values:

satisfaction:good

satisfaction:bad

satisfaction:null

channel

Searches for conversations according to what channel(s) they have used.

Permitted values:

channel:mail

channel:twitter

channel:facebook

channel:messenger

channel:helpcenter

channel:system

channel:api

completed

Searches for conversations according to the date on which they were completed.

NOTES:

  • The date is formatted as yyyy-mm-dd
  • Using the greater than sign (>) limits the search to items completed after the date specified.
  • Using less than sign (<) would limit it to items completed before the date specified.

completed>2016-01-01

completed<2016-01-28

attachment

Searches the names of any attachments to conversation posts.

attachment:"file_name.xlsx"

USER-SPECIFIC MODIFIERS

identity

Searches user's identities, across all channels.

identity:@brewfictus

identity:@atmospherecoffeeco.com

role

Searches for users belonging to a particular role.

role:administrator

organization

Searches for matches in the names of an organization a user belongs to.

organization:"atmosphere coffee"

ARTICLE-SPECIFIC MODIFIERS

title

Searches titles of Help Center articles.

title:"how do I order replacement parts"

Back to top

 

Testing

  1. Log in to Kayako.
  2. In the search bar, type in:conversations created>2020-07-01 assignee:AgentName. (change theAgentNameto an actual agent's name). 
  3. The result should give you conversations created after July 1, 2020, that are assigned to that particular agent.

NOTE: For testing purposes, make sure to pick an agent name who has assigned conversations after the said date. You may also adjust the date as needed.

 Back to top

 

 

 

 

Choose files or drag and drop files
Was this article helpful?
Yes
No

  1. ATLAS

  2. Posted

Comments