Views are for working through a queue. Search Tickets is for when you already know what you are looking for - a ticket number, a customer, or words from the ticket.
Submitting a search leaves the view or My Portal list and opens a results list. It is not the same control as Search Views, which only filters view names on the left-hand panel. See Using Views.
Before you begin
You need:
- Access to the Help Desk (a role with ticket view permission).
- Something to match - a ticket number, a name, an email, or words from the ticket.
Typing in the field does not search on its own. You have to submit the term, or select Apply if you are using filters.
Step 1 - Open the Help Desk
- Select Help Desk from the main navigation.
The Help Desk opens on Assigned To Me. You can search from there, from another My Portal item, or from a shared view.
Step 2 - Choose what the term should match
The button beside Search Tickets shows the search type currently selected.
- Open that button.
- Under Options, choose what your term should match. The first option is already selected.
- Select Reset if you want to clear the choices in this menu before you start.
The button reads Loading... until the options have loaded.
The same words only match the type you selected. If a search comes back empty, try another option under Options before assuming the ticket is not there.
Step 3 - Enter the term
- In Search Tickets, enter the term.
- Press Enter, or select the search icon.
An empty field does not run a search.
Step 4 - Narrow the results with filters
Filters sit in the same menu as Options. They are applied only when you select Apply.
You can filter by:
- Tags
- Status (including custom statuses)
- Channel
- Category
- Ticket Update date and Ticket Create date - a single day or a range. Dates in the future cannot be selected.
- Time Since Tags Added - both tags and a duration are required. Select Add Time Condition, then enter hours and minutes.
- Time Since Pending
- Time Since Last Update
Brand, assignee, group, and priority are not search filters. Those are conditions on a view. To limit a search to a brand or a team queue, open that view first and leave Search in current view on. See Setting up views.
Step 5 - Stay in the current view, or search more widely
Search in current view appears only when you search from a shared view. It is on by default. It does not appear on My Portal items such as Assigned To Me or My New.
- Leave it on to limit results to the view you had open.
- Turn it off to search beyond that view.
The switch takes effect the next time you search or select Apply. While it is on, a filter chip shows View ID and the view's number - not the view's name.
Step 6 - Work with the results
Active filters are listed under Showing results for,. Remove one with its close control. Clear filters takes you back to the view you were in, or to Assigned To Me if you were not in a view.
Search results use a fixed set of columns, not the columns of the view you left:
- ID
- Subject
- Requested Date
- Last Updated Date
- Requester
- Group
- Assignee
Select a column header to sort where sorting is enabled. The first click sorts descending; another click reverses it. Group cannot be sorted. Results start sorted by Last Updated Date, newest first.
Change Items per page beneath the list. The default is 30; 50, 100, and 200 are also available.
Select a row to open the ticket. Right-click or Cmd-click opens it in a new tab. See Ticket Page overview.
If nothing matches, Pleased shows Hmm... No result found. and Try a different search term or a different view.
If the ticket is not there
- Try another option under Options.
- Check Search in current view. A ticket outside that view will not appear while it is on.
- Open the relevant view first if you need a brand, assignee, or group. Search cannot filter on those.
- If a colleague can open a ticket and you cannot, it may sit in a view your groups do not include. Ask an administrator rather than assuming it was deleted. See Using Views.
Search before you create a ticket by hand. The issue may already be in the queue. See Adding tickets.
Troubleshooting
I cannot see the Help Desk. Your role needs ticket view permission. Ask an administrator to check your role.
I typed a term and nothing happened. The field was empty, or you did not press Enter or select the search icon. Filters also need Apply.
The filter button says Loading... The search types have not loaded yet. Wait, then search again.
Time Since Tags Added will not apply. You need both tags and a duration. Pleased shows Please enter time since tags added or Please select tags (in time since tags added).
Results are only from one view. Search in current view is on. Turn it off and search again.
I wanted tickets for one brand, assignee, or group. Those are not search filters. Open the view for that brand or queue, leave Search in current view on, then search.
A chip says View ID rather than the view name. Results are limited to the view you searched from. Turn Search in current view off for a wider search.
Search Views does not find tickets. That box filters view names only. Use Search Tickets above the ticket list.
I keep running the same search every day. That repeated search is usually a view waiting to be created. Ask an administrator to set one up under Settings > Views. See Setting up views.