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Problem to search multiples tickets_attributes.{id}

  • February 4, 2025
  • 1 reply
  • 30 views
R

Hi, nice to meet you!

First of all, I want to apologize if there is any misunderstanding. My native language is Spanish, and I wrote this message myself, with a review by ChatGPT.

I'm here because I have a small issue with a specific functionality, specifically the /tickets/search endpoint.

The main issue is that I have two types of tickets. To give you an example, one type is for delayed shipping, and the other is for requesting a shipment cancellation. In both cases, when I create the ticket, I send an extra attribute called tracking_number. Both types of tickets are created correctly with this extra parameter and the necessary data.

Now, here’s the issue: when I try to search, I do it like this:

 

As you can see, I can't find any results. However, when I search individually, I can find both tickets.
 

 

I’d like to know if this functionality is supported. I checked the documentation but couldn't find an exact example for a multiple search.

Additionally, I’d also like to know if there is a way to perform a more flexible search—one that doesn't require the ticket_attribute ID. This would help speed up the process when programming, but I couldn’t find anything related to this in the documentation either.
 

Thanks for reading this far! I hope you can help me.

See you!

Best answer by Emilygav

Hey there ​@rickyEP! Emily here from Support Engineering at Intercom 👋🏼

Nice to meet you also! There is no need to apologise, this was very well written and clear to understand! You issue here is due to your operator in the Search Tickets endpoint.

You are using an AND operator to find the tickets, however you will instead need to use an OR operator 👇

The AND operator will look for a tickets that match both rules - perhaps the tickets do match both rules but still don’t show? I cannot confirm this without retrieving the ticket URL (which you can find at the top of your page when viewing the ticket in Intercom). If it is the case where Both tickets 59/60 match both attributes and still don’t appear, this may take further investigation from our team - I would recommend opening a support conversation in our Intercom messenger 

Unfortunately for ticket attributes the current (and only) way to search is by using the id as you are doing. 

Hopefully this helps Ricky! 💪🏼

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Emilygav
Intercom Team
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  • EmilygavIntercom Team
  • Intercom Team
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  • February 14, 2025

Hey there ​@rickyEP! Emily here from Support Engineering at Intercom 👋🏼

Nice to meet you also! There is no need to apologise, this was very well written and clear to understand! You issue here is due to your operator in the Search Tickets endpoint.

You are using an AND operator to find the tickets, however you will instead need to use an OR operator 👇

The AND operator will look for a tickets that match both rules - perhaps the tickets do match both rules but still don’t show? I cannot confirm this without retrieving the ticket URL (which you can find at the top of your page when viewing the ticket in Intercom). If it is the case where Both tickets 59/60 match both attributes and still don’t appear, this may take further investigation from our team - I would recommend opening a support conversation in our Intercom messenger 

Unfortunately for ticket attributes the current (and only) way to search is by using the id as you are doing. 

Hopefully this helps Ricky! 💪🏼

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