Often, we need to search quickly for a ticket by using a particular word, and nothing comes up. Even searching in Assets, the search usually doesn’t yield any results when doing a quick search for a keyword. This is very frustrating, and we would like this to be improved.
Also, is there a contact number for support, or do we contact our previous sales rep or trainer???
This is an enhancement request that is already in the works. Our global search is currently at the end stages of development and will be rolling out soon. Here is the thread to follow for updates:
In order to get in touch with support, here is an article on all the ways you can:
I hope this helps
I’ve honestly been hearing about this search improvement being in the works for years now. The fact of the matter is that it is still impossible to do a keyword search which kills the effectiveness of a helpdesk system.
Has there been any updates on this matter? Sometimes for account requests, edits, etc I need to be able to look for prior tickets regarding the employee or site and it is near impossible to find.
I was hoping for a clearer search when looking for keywords within the body of the ticket itself. Assets for instance aren’t something I mainly need quick access to, but being able to search for employees names, positions, schools, etc are something I greatly need. Our prior ticketing service had its faults, but the search function got me to where I needed very easily.
Another example is, if I am looking for an employee with the first name “James” and their last name, the search will instead give me tickets from every other James but the one I asked for. I understand it may give me those options later, but no matter how specific I get it seems to make the search worse.
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