Using Modifiers When Searching in Kayako

Overview

To help you take full advantage of Kayako's search functionality, this article provides a list of all of the search modifiers available within the unified search bar.

Diagnosis

The search bar at the top portion of Kayako is what you will use to run powerful searches that can lurk through everything you have stored in Kayako, from conversations (tickets) and Help Center articles to users and organizations. Your searches will cover titles, subjects, body content, names, identities, tags, priorities, statuses, attachments – even custom fields.

Often, searching leads to a huge result set and it gets time-consuming for you to find the appropriate result. You can refine your search results using search modifiers.

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Solution

In the table below, you will find definitions of what each modifier does and examples of how to use it:

Modifier	Definition	Examples
Universal Modifiers (Use these with any type of search query)
in	Limits your search to a particular type of result. Use it to specify whether you are looking for a match in conversations, users, organizations, or Help Center articles.	Permitted values: `in:conversations` `in:users` `in:organizations` `in:articles`
[field]:null	Searches for a null (or empty) value in the specified field.	`assignee:null` `organization:null` `team: null`
created	Searches based on the date the item was created. NOTES: The date is formatted as yyyy-mm-dd Using the greater than sign (>) limits the search to items created after the date specified. Using less than sign (<) would limit it to items created before the date specified.	`created:2016-03-24` `created>2016-02-28` `created<=2016-04-01`
updated	Searches based on the date the item was last updated. NOTES: The date is formatted as yyyy-mm-dd Using the greater than sign (>) limits the search to items updated after the date specified. Using less than sign (<) would limit it to items updated before the date specified.	`updated:2016-03-24` `updated>2016-02-28` `updated<=2016-04-01`
tag	Searches an item's tags.	`tag:feedback` `tag:"feature request"`
name	Searches the names of users and organizations.	`name:tobias` `name:"atmosphere coffee"`
[custom_field]	Searches any custom conversation, user, or organization field you have defined. NOTE: You need to use the field's key name, which you can find if you open the field for editing in the admin area. For example, if the API field key is 'under_warranty' and the value you are looking for is 'no', then the query should be `under_warranty:no`.	Example custom fields: `product:Rancilio` `serial_number:08632l32` `under_warranty:no` `account_executive:"Bekki Park"`
CONVERSATION-SPECIFIC MODIFIERS
id	Searches the Kayako conversation ID.	`id:4362`
assignee	Searches the names and identities of conversation assignees.	`assignee:sienna`
team	Searches conversations that have been assigned to a particular team.	`team:sales`
requester	Searches the names and identities of requesters.	`requester:taylor` `requester:@atmospherecoffeeco.com`
creator	Searches the names and identities of conversation creators.	`creator:"Tobias Schroeter"`
organization	Searches for matches in customer organizations.	`organization:"atmosphere coffee"`
subject	Searches the subject of conversations.	`subject:"Logica coffee machine return"`
body	Searches the body content of conversation posts, user notes, organization notes, and articles.	`body:nespresso`
status	Searches for conversations set to a particular status.	`status:open` `status:pending` `status:completed`
type	Searches for conversations set to a particular type.	`type:issue` `type:null`
priority	Searches for conversations with a particular priority.	`priority:high` `priority>low` `priority:null`
brand	Searches for conversations that belong to a particular brand.	`brand:brewfictus`
satisfaction	Searches for conversations that have a particular satisfaction rating.	Permitted values: `satisfaction:good` `satisfaction:bad` `satisfaction:null`
channel	Searches for conversations according to what channel(s) they have used.	Permitted values: `channel:mail` `channel:twitter` `channel:facebook` `channel:messenger` `channel:helpcenter` `channel:system` `channel:api`
completed	Searches for conversations according to the date on which they were completed. NOTES: The date is formatted as yyyy-mm-dd Using the greater than sign (>) limits the search to items completed after the date specified. Using less than sign (<) would limit it to items completed before the date specified.	`completed>2016-01-01` `completed<2016-01-28`
attachment	Searches the names of any attachments to conversation posts.	`attachment:"file_name.xlsx"`
USER-SPECIFIC MODIFIERS
identity	Searches user's identities, across all channels.	`identity:@brewfictus` `identity:@atmospherecoffeeco.com`
role	Searches for users belonging to a particular role.	`role:administrator`
organization	Searches for matches in the names of an organization a user belongs to.	`organization:"atmosphere coffee"`
ARTICLE-SPECIFIC MODIFIERS
title	Searches titles of Help Center articles.	`title:"how do I order replacement parts"`

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Testing

Log in to Kayako.
In the search bar, type in:conversations created>2020-07-01 assignee:AgentName. (change theAgentNameto an actual agent's name).
The result should give you conversations created after July 1, 2020, that are assigned to that particular agent.

NOTE: For testing purposes, make sure to pick an agent name who has assigned conversations after the said date. You may also adjust the date as needed.

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