Tickets search

The ticket search API lets you find, filter, and analyze support tickets using flexible Typesense-powered queries. You can search by text, filter by any ticket property, and select exactly which fields you want in the response.

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Example use cases

• Get recent tickets assigned to me that are open

  {
    "query_by": "title,description",
    "filter_by": "assignedAgentName:=john.doe@company.com&&statusName:=open",
    "sort_by": "createdAt:desc",
    "per_page": "10",
    "q": "*"
  }

• Get all tickets from customer A that are high priority in the last 30 days

  {
    "query_by": "title,description",
    "filter_by": "accountName:=CustomerA&&priorityName:=high&&createdAt:>2024-04-01",
    "sort_by": "createdAt:desc",
    "q": "*"
  }

• Find tickets with the word ‘refund’ that are unresolved

  {
    "query_by": "title,description",
    "q": "refund",
    "filter_by": "statusName:!=resolved"
  }

• List all escalated tickets for a specific team

  {
    "query_by": "title",
    "filter_by": "teamUid:=T88S900BHN&&isEscalated:=true",
    "q": "*"
  }

• Get tickets created by a specific requestor in the last week

  {
    "query_by": "title,description",
    "filter_by": "requestorEmail:=user@company.com&&createdAt:>2024-05-01",
    "q": "*"
  }

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Ticket search response fields

Below are all the fields you may see in a ticket search result. Many are optional and will only appear if included in your include_fields parameter.

For a full list, see the TicketSearchResponseDto in the API reference.

Tip: Use the include_fields parameter to limit the response to only the fields you need for performance and clarity.