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.

Example use cases

• Get recent tickets assigned to me that are open

  {
    "query_by": "title,description",
    "filter_by": "assignedAgentName:=[e-mail]&&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:=[e-mail]&&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.

Field	Type	Description
id	string	Unique identifier of the ticket
ticketIdentifier	string	Ticket identifier (e.g. SPO-42260)
title	string	Title of the ticket
description	string	Description of the ticket
teamUid	string	Team UID
organizationUid	string	Organization UID
statusName	string	Status name (e.g. Resolved)
priorityName	string	Priority name (e.g. Medium)
createdAt	string	Creation timestamp (ISO8601)
updatedAt	string	Last update timestamp (ISO8601)
assignedAgentName	string	Name of the assigned agent
accountName	string	Name of the associated account
accountPrimaryDomain	string	Primary domain of the account
accountWebsite	string	Website of the account
accountAnnualRevenue	string	Annual revenue of the account
accountEmployees	string	Number of employees in the account
accountOwnerId	string	Account owner ID
accountOwnerEmail	string	Account owner email
accountOwnerName	string	Account owner name
accountOwnerUserType	string	Account owner user type
accountOwnerStatus	string	Account owner status
accountOwnerTimezone	string	Account owner timezone
contactEmail	string	Contact email
contactName	string	Contact name
contactPhone	string	Contact phone
dueDate	string	Due date
teamIdentifier	string	Team identifier
…	…	[Many more fields, including SLA fields, see API reference for full list]

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

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