Search, filter and sort tickets
Find any ticket by customer, email, order number or words in the message, filter the list by channel or team, and sort by newest, oldest or priority.
Last updated 2 min read
When a customer chases a reply, you need their ticket fast. Search finds tickets by almost anything you remember, and filters and sorting help you work through a view in the right order.
Before you start
- Who can do this: everyone in the workspace.
- Plan: all plans.
Step by step
Search
- Press / or click Search tickets at the top of the list ("Search customer, order #, text…").
- Type a name, email, order number or words from the message.
- The list filters as you type. Press the cross (Clear search) to reset.
Filter the current list
- Press Filters above the list. When filters are on, the button shows how many, for example "Filters (2 on)".
- Under Show only, tick Unread or High & critical priority. Under Channel, choose All channels, Email or Chat.
- Choose Clear filters to see the whole view again.
Sort
- Press the sort button, which reads Sort: and the current order.
- Choose Last message, newest first, Last message, oldest first, Created, newest first or Priority, highest first.
What happens next
The list updates straight away. Long lists load 50 more at a time with Show 50 more. Searching includes spam but never trashed tickets.
What search looks at
| Included | Not included |
|---|---|
| Subject and latest preview | Tickets in Trash |
| Customer name and email | Internal note authors |
| Tags | Attachments |
| Text of every message |
Search, filter or view?
Use search when you are looking for one ticket, such as a customer chasing a reply. Use filters to narrow the view you are in for a moment, such as only chats during a busy hour. Create a view when you want the same set of tickets again tomorrow, and share it with the team.
Tips
- Search for the order number the customer quotes; it finds tickets where it appears in any message or the subject.
- Sort Last message, oldest first to answer the longest-waiting customers first.
- Turn a filter you use every day into a shared view. See Use views to organise tickets.
- Use j and k to move through the filtered list.
Troubleshooting
"No matches"
Nothing matches your search. "Try a different search." Check spelling, or search a shorter part of the email address.
"Nothing matches these filters"
"Clear a filter to see more." Remove one or more filters.
"No view matches."
The view search found no view with that name.
Frequently asked questions
What does the Hushdesk ticket search look at?
The subject, the latest preview, the customer's name and email, the ticket's tags and the text of every message in the ticket. That means an order number finds the ticket if anyone wrote it in a message or subject. Trashed tickets are left out, and spam is included when you search.
How do I search for a ticket quickly?
Press the slash key anywhere in the inbox to jump to the search box, type a customer name, email, order number or a word from the message, and the list filters as you type. Press Clear search, the cross in the box, to go back to the full view.
How do I sort tickets by priority?
Open the sort menu above the ticket list, labelled Sort followed by the current order, and choose Priority, highest first. Other choices are Last message, newest first, Last message, oldest first and Created, newest first. The sort applies to the view you are in.
What is the difference between a view and a filter?
A view is saved and shared with your team in the views rail. A filter in the list is temporary, for you right now, such as showing only chat tickets in the current view. Use filters to narrow a view quickly, and create a view when you need the same filter again.
Why can I not find a ticket I know exists?
It may be in Trash, which search leaves out, or merged into another ticket. Open the Trash view to check, and look for a Merged into line in the other ticket. Also check you are in the right workspace if you belong to more than one.
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Related articles
- Use views to organise ticketsCreate shared views with filters for status, channel, tags, team and priority, group them into sections and choose which default views everyone sees.
- Update many tickets at onceSelect tickets in the list and assign, tag, close, snooze, mark read or unread, set priority, move to a team, mark as spam or move them to Trash in one go.
- Find your way around the inboxThe four parts of the Hushdesk inbox, views, ticket list, the open ticket and customer details, and how they fold away on smaller screens.
- Keyboard shortcuts in HushdeskEvery keyboard shortcut for the inbox and the rest of Hushdesk, including Ctrl+J for Draft with AI and Ctrl+G for Ask AI, and how to open the list.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.