Plan requirement
| Subscription | Any plan |
| Access | Admin |
Search your Zendesk without leaving the ticket page. It covers articles, tickets, comments, users and organisations, which is a wider reach than the panel suggests, and comments in particular are the thing agents cannot search from anywhere else in the flow.
This app is being discontinued on 21 October 2026, and it has not been downloadable since April 2026. Support for it ended in June. If you have it installed it keeps working until October and then stops, so decide before the date what replaces it. Zendesk calls this app a mini version of global search with full parity, so global search is where the same reach lives. For filters and exporting results, the Advanced Search app does what this one did and adds Zendesk's search operators to the interface.
Use it
- On a ticket, click the Apps button to show the panel.
- Use the Search for drop-down to choose what you are looking for, type, and press enter.
- Click Advanced when you need filters rather than a plain search.
Why it earns its space
Agents look things up in the middle of writing a reply. Leaving the ticket to search means losing the draft or opening another window, and both interrupt the thought. Searching in place is a small saving that happens twenty times a day.
The two questions it answers are "has this customer asked before?" and "is there an article about this?", and both come up while somebody is halfway through a sentence.
Not a replacement for the context panel
Where the context panel already suggests articles, that is better, because it appears without anybody searching. This app is for the cases where nothing was suggested, or where the answer is in an old ticket rather than in an article.
That is also the honest limit: it is a lookup tool for one agent at one moment, and if the same search keeps happening, the answer belongs in an article or a macro instead.
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