Use advanced search in HappyFox

In HappyFox, a staff can perform an advanced search by clicking on the drop down icon at the end of the Search bar. The drop down list lists the advanced search option where the staff can search the tickets with respect to Keywords, Assignees, Contacts, Contact Group, Statuses, Priorities, Tags and Due dates. 

The search can be a combination of one or more keywords in one or more search fields listed. 

The advanced users can also make use of this search directly at the search bar. The staff can type the field name followed by a colon (:) and then the search string. If the search field has more than one search string, they are separated by commas (,). Both the field name and the relevant search strings are auto-suggested for easier use.  

Example: To search tickets that are assigned to Joe and have Critical Priority, we use

              assignee:Joe priority:Critical

To search tickets that are assigned to Joe and are have either High or Critical Priority, we use:  

              assignee:Joe priority:High,Critical

To search tickets that have subscribed to, you can select the "subscribed tickets" checkbox and click search.

To search tickets that have been breached, select the "Breached Tickets" checkbox and click search.

To search for Unresponded tickets, select the "Unresponded Tickets" checkbox and click on search.

To search tickets that has attachments, select the "Has attachments" checkbox and click search.

Also, period specific search can be performed with the following strings. Due Date: Yesterday, today, tomorrow, next 7 days, overdue.

Searches can be performed based on the custom fields too. To search for tickets that have a certain custom field value, simply type the name of the custom field as a prefix in the search box, and type the value against the custom field and search. This will list tickets that match the custom field value searched.

The search results can also be sorted based on 'unresponded', 'last updated dates', 'statuses' , 'priorities', 'due dates' and 'Ticket IDs'.

Once the search results are listed, the staff has an option to save the search query for future use. This is helpful if a staff uses a particular custom search often to pull certain tickets. 

The saved searches are listed on the drop down list in front of the search box. The saved searches can be deleted from over here. 

The staff can also set up any of the saved searches as his/her landing page when logging into HappyFox. The searches saved by the staff are listed on the drop down list of the Landing Page option under My Settings of the staff. 

Few other advanced search options:

1. Search by custom fields:

Say a custom field "VIP Customer" drop down, with Yes and No as two options.

On typing the name of the Custom field, it auto suggests the full name of the field, and also the options of that field.

 

2. Ticket creation date based searches 

  • created-on - YYYY/MM/DD; Tickets that were created on the specified date.
  • created-on-or-before - YYYY/MM/DD; Tickets that were created on or before the specified date.
  • created-on-or-after - YYYY/MM/DD; Tickets that were created on or after the specified date.
  • created-before - YYYY/MM/DD; Tickets that were created before the specified date.
  • created-after - YYYY/MM/DD; Tickets that were created after the specified date.

3. Last update date based searches

  • last-staff-replied-on - YYYY/MM/DD; Displays tickets to which the last staff reply was made on the specified date.
  • last-staff-replied-on-or-before - YYYY/MM/DD; Displays tickets to which the last staff reply was made on or before the specified date.
  • last-staff-replied-on-or-after - YYYY/MM/DD; Displays tickets to which the last staff reply was made on or before the specified date.
  • last-staff-replied-before - YYYY/MM/DD; Displays tickets to which the last staff reply was made before the specified date.
  • last-staff-replied-after - YYYY/MM/DD; Displays tickets to which the last staff reply was made after the specified date.
  • last-contact-replied-on - YYYY/MM/DD; Displays tickets to which the last contact reply was made on the specified date.
  • last-contact-replied-on-or-before - YYYY/MM/DD; Displays tickets to which the last contact reply was made on or before the specified date.
  • last-contact-replied-on-or-after - YYYY/MM/DD; Displays tickets to which the last contact reply was made on or after the specified date.