Advanced Search allows you to find Issues based on various data points available in your Dashboard. You can define an Advanced Search formula, aka a statement, that mimics a sentence structure. These searches allow you to filter Issues based on Device Information, User Information, Private Notes, Agent Assignee, text within the Issue, attachments, intents, and more.
Advanced Search filters consist of the following:
- Fields: parameters you want to search by. Examples include app_name, platform, assignee, issue_status, and more. A full list of options can be found by clicking the question mark icon available below the drop-down on the right side of the search bar.
- Values: these are dates, numbers, text, tags, intents, and other items that complete your Advanced Search Statement. When building an Advanced Search Statement, the Operator you use will determine whether the Values can be pre-populated or require manual input for the desired Values.
- Operators: provide options to ‘include’, ‘not include’, or ‘match’ a Field to a certain Value. Operators can also include statements such as ‘is’, ‘is not’, ‘is before’, ‘has’, ‘greater than’, and much more. The Operator options available to you will change based on the selected Field.
- Boolean Operators: allow you to further segment your search query by filtering to include or exclude specific Values. A guide to Boolean Operators and some examples are provided towards the end of this article.
| Boolean Operator | What it does |
|---|---|
| AND | Include A and B |
| OR | Include A or B |
Example 1: Identify SDK version
Show me IOS Issues submitted after 25th Aug 2025 or language is English and SDK version is 10.0.0
Statement: platform: is: iOS AND creation_date: is_after: 2025-08-25 OR language: is: English AND sdk_version: is: 10.0.0
Example 2: Review the volume of Issues from German speaking users
Show me Issues from German speaking users received till date. This helps you review the volume of this specific Issue type at any given point in time.
Statement: status: is: new_for_agent AND language: is: German
Example 3: List of tickets with tag
Show me all users who reached out to us for refund related queries through webchat in the last 5 months
Statement: ags: has: "refund" AND platform: is: "Web Chat" AND creation_date: is_between: 2025-03-01 , 2025-07-01
Example 4: Give all issues with ‘specific intent’
Show me all the new issues where user Intent was selected or identified as Forgot Password, This helps to review the volume new issues with the intent type forgot_password.
Statement - Status: is: new OR status: is: new_for_agent AND Intent: is: forgot_password
To learn about how to use Advanced Search to look up Issues by select Real-Time Operations metrics, please see How do I search for Issues by interaction time or by how long they were in a backlog?
To learn how to saved Advanced Searches for use in your daily workflow, see How do I use the Saved Search feature?