How can we search ticket contents?

Question

In our previous ticket system we had the ability to search the contents/body of a ticket for a word. For example if I was trying to find a ticket that was sent in months ago regarding a student with name John Doe, and I didn’t know who submitted the ticket. I have tried looking at all closed tickets and searching, but it only gives me tickets, assets, or users. There is no way to reference past tickets with a certain subject, name, etc within the ticket notes…

Thanks Randy

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Best answer by Kathryn Carter 22 January 2024, 16:08

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Kathryn Carter · Accepted Answer

@RPorter 79778d9 norwalkschoolsThank you for submitting your question to our community! 😄Here is one of our enhancements that will help with this:@MBesnierThank you for adding that workflow to use now!😄

MBesnier · Answer

Hi Randy,I’m not sure how you are searching but when I am trying to find a ticket with just a keyword or name of something, I go to Search and put my students name in, make sure the tab is on tickets and not users.Then click on Show Quick Filters. Then Filter ticket by: Keyword search will come up. Click on that. It should then open up an All tickets window where there will be a tab stating Ticket State. Click on that and when the window opens up, choose Select All at the top and save selection.Anything with the keywords you put in should populate a ticket.Hope this helps!Michele

How can we search ticket contents?

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