Search: basics

Overview

Atlas offers advanced search capabilities that allow you to find specific tickets, customers, and events quickly. This guide explains how to use these features effectively.

Search fields

Advanced search in Atlas provides various fields to refine your search. These include last activity date, last message date, status (such as open, closed, pending, resolved), priority, customer information, assignee, and ticket number. For each field, you can choose different matching criteria, such as "contains," "equals," or date ranges.

Custom fields

You can also search using custom fields that have been set up for your organization. This allows for highly specific searches based on your unique data.

Search modes

Atlas offers two search modes. The "All filters" mode ensures results match all specified criteria, while the "Any filters" mode allows results to match any of the specified criteria.

Searching for events

When searching for events, you can use fields like event name, event source, description, timestamp, and object name. This is particularly useful for tracking specific customer actions or system events.

Saved searches and segments

You can save frequently used searches for quick access later. These saved searches can be used to create custom inboxes for tickets or customer segments for groups of customers.

Tips for effective searching

To make the most of Atlas's search features, use the expandable side panel for easier viewing of search options. Pay attention to field types (such as date, text, number) for appropriate search criteria. Utilize saved searches to quickly access frequently used queries. Experiment with different combinations of search fields to refine your results.