Using the Mojo search engine

There are two ways to search in Mojo.

Use the filters in the search UI. Select options like status, queue, type, or assignee in the search drop down. Agents can also do an advanced search.

Type directly in the search box. Enter words, phrases, or special search syntax. The tips below are specific to 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:

  • "authentication error" → finds tickets with the exact words authentication error
  • I have a problem → finds tickets that mention authentication and error, even if they are mentioned 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.

Boolean Operators (AND, OR, NOT)

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

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 ticket if either of the terms exist.

Example:

  • To search for a ticket that contain either "mojo apache" or just "mojo" use the query: "mojo apache" OR mojo

AND

Find results containing both terms.

Example:

  • To search for a ticket that contains "mojo apache" and "Apache Lucene" use the query: "mojo apache" AND “Apache Lucene”

NOT or - (Exclusions)

Exclude results containing a term.

Example:

  • To search for a ticket that contains "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)

+ (Required)

The term after + must be present. By default, there is always a “+” in front of the search term.

  • +mojo lucene →  is interpreted as “+mojo +lucene” so the results will also match “lucene”
  • +mojo -lucene → results will exclude any results with “lucene”

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.