Search and recently viewed tickets

Ref: A15 · Track: Agent Essentials · Time to complete: ~2 min

Why this matters

You'll lose tickets. Everyone does. Zendesk gives you two fast ways to find them again.

Recently viewed (the fastest)

Hover (don't click) the + Add button in the top bar. A small panel appears showing your last 5–10 viewed tickets. Click any to jump back.

This is the single most useful thing in the agent workspace and nobody shows it to you — most agents discover it a year in.

Global search

Click the search bar in the top bar and start typing. Search covers:

• Tickets — by ID, subject, or body content.
• Users — by name, email, organisation.
• Articles — by title or body.
• Organisations — by name or domain.
• Side conversations — by subject or participants.

Useful query patterns

Combine them: status:pending requester:jane@acme.com created:>7days → all of Jane's pending tickets older than a week.

Pro tips

• Open results in a new tab — middle-click (or Ctrl/Cmd-click) a search result so your current context doesn't disappear.
• Search respects permissions — you won't see tickets from groups you're not in, even if they match.
• Article search here is the same as Knowledge Capture inside a ticket (see C18) — but this one is faster when you're not in a ticket yet.

Quick check — have you got this?

• You just closed a ticket and now need to re-open it in 5 seconds. Go.
• You want every open ticket from acme.com customers. Query?
• Is search case-sensitive?

Related articles

• A02 — The top bar: Add menu, search, recently viewed
• A03 — Your views