Tips for Using the Mojo Search Engine

There are two ways to search in Mojo:

  1. Use filters in the search UI:  Pick options like status, category, priority, or assignee in the search drop down. Agents can also do an advanced search. 
  2. Type directly in the search box : Enter words, phrases, or special search syntax.
    • The tips below apply when typing in the search box. They help refine searches beyond the basic UI filters.

Mojo’s search engine helps find tickets by looking through:

  • Ticket title and description
  • All form fields including custom fields
  • Staff notes
  • Ticket comments

By default, searches look for exact matches unless special symbols or operators are used. Below are the main tools available.

Quotation Marks (Exact Phrases)

Use quotation marks to search for an exact phrase in the exact order. Without quotes, each word is searched for separately.

Examples:

  • "I have a problem" → finds tickets with the full phrase I have a problem
  • I have a problem → finds tickets with I, have, and problem, even if they are scattered in different places or in a different order

Wild Card Searches

Wildcards let you match similar words or patterns.

Examples:

  • _serv*s_ will match both servers and services. 
  •  _*123_ will match xyz123.

Proximity Searches

Mojo supports finding words are a within a specified proximity. To do a proximity search use the tilde ~ symbol at the end of a phrase.

Find words that appear close to each other by using the tilde ~ symbol.

  • "mojo users"~10 → finds results where mojo and users appear within 10 words of each other.

Boolean Operators (AND, OR, NOT)

Boolean operators combine search terms with logic. They must be in ALL CAPS.

OR (or ||)

The OR operator is the default conjunction operator. This means that if there is no Boolean operator between two terms, the OR operator is used.

The OR operator links two terms and finds a matching document if either of the terms exist.

The symbol || can be used in place of the word OR.

Example:

  • To search for documents that contain either "mojo apache" or just "mojo" use the query: "mojo apache"_||_mojo
  • Alternatively, the query below will yield the same string: "mojo apache" OR mojo

AND (or &&)

Find results containing both terms. The symbol && can be used in place of the word AND.

Example:

  • To search for documents that contain "mojo apache" and "Apache Lucene" use the query: "mojo apache" AND “Apache Lucene”
  • Alternatively, the query below will yield the same string: "mojo apache" OR "Apache Lucene"

+ (Required)

The term after + must be present.

  • +mojo lucene → results must include mojo and may include lucene

NOT (or !)

Exclude results containing a term.

Example:

  • To search for documents that contain "mojo apache" but not "Apache Lucene" use the query: "mojo apache" NOT “Apache Lucene”
  • Note: NOT cannot be used alone (e.g., NOT "mojo apache" returns nothing)

Grouping

Use parentheses to control the order of logic.

  • (mojo OR apache) AND website → This ensures results include website, and either mojo or apache.

For more advanced options, see Lucene Search Syntax.