Search finds tickets by their number, their subject, or the words inside their conversation. Use it to find an old ticket from something the customer wrote or something your team replied.
Searching for a ticket
Click Search in the sidebar, or press Cmd + K (Ctrl + K on Windows).
Type a ticket number, words from the subject or the conversation, or a CC email address.
Click a ticket in the results to open it.
Finding a ticket by its conversation
Search looks through the customer's messages, your team's replies and notes. When a ticket appears because of its conversation, the result shows the part of the message with your words in it, so you can see why it matched.
Tickets that match on their number or subject are listed first, followed by tickets that match on their conversation. To look inside conversations, your search needs at least three characters. Conversations in tickets that are in Spam or Trash aren't searched.
Each result also shows the ticket's current status. See Ticket statuses.