Ticket Search

About this app

Ticket Search puts ticket, user, and organization lookup in the ticket sidebar, helping agents find context without replacing the current ticket. It offers five concise matches and current-ticket shortcuts.

What it helps you do

• ☑ Find conversations by ticket number or keywords.

• ☑ Search Tickets, Users, Organizations, or any combination.

• ☑ Start from the current requester, organization, or subject.

• ☑ Preview five matches and open the chosen record in a new tab.

Common use cases

Check prior contacts, jump to a known ticket, or verify a customer or organization when a name could identify different records.

How it works

1. Open a Support ticket and expand Ticket Search.

2. Choose content types and enter a query or current-ticket shortcut.

3. Review the matches and select Open in new tab.

Data and privacy

Ticket Search uses authenticated Zendesk App Framework requests to read the current ticket ID, subject, requester, and organization and search ticket, user, and organization records only to display matches. It does not create, edit, or delete records. Zendesk authentication, role permissions, and record access control what each agent can retrieve; the app does not bypass them. Queries and results are not sent to LaPlante Management, sold, shared with third parties, or processed by an external server. Results are not persisted. Up to five recent query strings may be stored only in the agent's browser-local iframe storage for reuse and can be removed with Clear or by clearing site storage. See the LaPlante Management Privacy Policy.

Requirements and limitations

Requires Zendesk Support, administrator installation, and the Apps panel. Search visibility follows role and record permissions. The app shows five matches with no exports, saved searches, bulk actions, or editing. It is free with no external subscription.

FAQs

Can I search multiple content types? Yes, select any combination.

What happens on uninstall? Zendesk removes the app. Recent queries may remain in browser storage; use Clear first or clear site storage. Reinstalling in that browser may expose retained history.

Installation

1. Select Install and choose your Zendesk account.

2. Review access restrictions and confirm.

3. Open a Support ticket and expand Ticket Search.

Install Ticket Search to keep quick lookup inside the ticket workflow.

Grown by LaPlante Management

This app was designed and developed by LaPlante Management, a Zendesk Advanced Implementation Partner and Partner of the Year.

Need a custom Zendesk app, workflow, dashboard, or integration designed around your organization? We build practical solutions that fit your processes and make Zendesk easier for your team to use. Visit laplantemanagement.com to learn more.