[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:fr":36,"kb:categories:1:fr":37,"kb:brandArticles:1:0:fr":38,"kb:articleDetails:107:fr":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageSize":40,"pageNumber":35,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":54,"category":58,"relatedArticles":61,"relatedTagsArticles":69},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":51,"updatedBy":52,"tags":32,"includeForAi":19,"authorName":53},107,16,"Searching for tickets","\u003Cp>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.\u003C\u002Fp>\u003Cp>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.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>You need:\u003C\u002Fp>\u003Cul>\u003Cli>Access to the Help Desk (a role with ticket view permission).\u003C\u002Fli>\u003Cli>Something to match - a ticket number, a name, an email, or words from the ticket.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Typing in the field does not search on its own. You have to submit the term, or select \u003Cstrong>Apply\u003C\u002Fstrong> if you are using filters.\u003C\u002Fp>\u003Ch2>Step 1 - Open the Help Desk\u003C\u002Fh2>\u003Col>\u003Cli>Select \u003Cstrong>Help Desk\u003C\u002Fstrong> from the main navigation.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The Help Desk opens on \u003Cstrong>Assigned To Me\u003C\u002Fstrong>. You can search from there, from another My Portal item, or from a shared view.\u003C\u002Fp>\u003Ch2>Step 2 - Choose what the term should match\u003C\u002Fh2>\u003Cp>The button beside \u003Cstrong>Search Tickets\u003C\u002Fstrong> shows the search type currently selected.\u003C\u002Fp>\u003Col>\u003Cli>Open that button.\u003C\u002Fli>\u003Cli>Under \u003Cstrong>Options\u003C\u002Fstrong>, choose what your term should match. The first option is already selected.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Reset\u003C\u002Fstrong> if you want to clear the choices in this menu before you start.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The button reads \u003Cstrong>Loading...\u003C\u002Fstrong> until the options have loaded.\u003C\u002Fp>\u003Cp>The same words only match the type you selected. If a search comes back empty, try another option under \u003Cstrong>Options\u003C\u002Fstrong> before assuming the ticket is not there.\u003C\u002Fp>\u003Ch2>Step 3 - Enter the term\u003C\u002Fh2>\u003Col>\u003Cli>In \u003Cstrong>Search Tickets\u003C\u002Fstrong>, enter the term.\u003C\u002Fli>\u003Cli>Press Enter, or select the search icon.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>An empty field does not run a search.\u003C\u002Fp>\u003Ch2>Step 4 - Narrow the results with filters\u003C\u002Fh2>\u003Cp>Filters sit in the same menu as \u003Cstrong>Options\u003C\u002Fstrong>. They are applied only when you select \u003Cstrong>Apply\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>You can filter by:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Tags\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Status\u003C\u002Fstrong> (including custom statuses)\u003C\u002Fli>\u003Cli>\u003Cstrong>Channel\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Category\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Ticket Update date\u003C\u002Fstrong> and \u003Cstrong>Ticket Create date\u003C\u002Fstrong> - a single day or a range. Dates in the future cannot be selected.\u003C\u002Fli>\u003Cli>\u003Cstrong>Time Since Tags Added\u003C\u002Fstrong> - both tags and a duration are required. Select \u003Cstrong>Add Time Condition\u003C\u002Fstrong>, then enter hours and minutes.\u003C\u002Fli>\u003Cli>\u003Cstrong>Time Since Pending\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Time Since Last Update\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>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 \u003Cstrong>Search in current view\u003C\u002Fstrong> on. See Setting up views.\u003C\u002Fp>\u003Ch2>Step 5 - Stay in the current view, or search more widely\u003C\u002Fh2>\u003Cp>\u003Cstrong>Search in current view\u003C\u002Fstrong> appears only when you search from a shared view. It is on by default. It does not appear on My Portal items such as \u003Cstrong>Assigned To Me\u003C\u002Fstrong> or \u003Cstrong>My New\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cul>\u003Cli>Leave it on to limit results to the view you had open.\u003C\u002Fli>\u003Cli>Turn it off to search beyond that view.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>The switch takes effect the next time you search or select \u003Cstrong>Apply\u003C\u002Fstrong>. While it is on, a filter chip shows \u003Cstrong>View ID\u003C\u002Fstrong> and the view's number - not the view's name.\u003C\u002Fp>\u003Ch2>Step 6 - Work with the results\u003C\u002Fh2>\u003Cp>Active filters are listed under \u003Cstrong>Showing results for,\u003C\u002Fstrong>. Remove one with its close control. \u003Cstrong>Clear filters\u003C\u002Fstrong> takes you back to the view you were in, or to \u003Cstrong>Assigned To Me\u003C\u002Fstrong> if you were not in a view.\u003C\u002Fp>\u003Cp>Search results use a fixed set of columns, not the columns of the view you left:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>ID\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Subject\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Requested Date\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Last Updated Date\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Requester\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Group\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Assignee\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Select a column header to sort where sorting is enabled. The first click sorts descending; another click reverses it. \u003Cstrong>Group\u003C\u002Fstrong> cannot be sorted. Results start sorted by \u003Cstrong>Last Updated Date\u003C\u002Fstrong>, newest first.\u003C\u002Fp>\u003Cp>Change \u003Cstrong>Items per page\u003C\u002Fstrong> beneath the list. The default is 30; 50, 100, and 200 are also available.\u003C\u002Fp>\u003Cp>Select a row to open the ticket. Right-click or Cmd-click opens it in a new tab. See Ticket Page overview.\u003C\u002Fp>\u003Cp>If nothing matches, Pleased shows \u003Cstrong>Hmm... No result found.\u003C\u002Fstrong> and \u003Cstrong>Try a different search term or a different view.\u003C\u002Fstrong>\u003C\u002Fp>\u003Ch2>If the ticket is not there\u003C\u002Fh2>\u003Cul>\u003Cli>Try another option under \u003Cstrong>Options\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Check \u003Cstrong>Search in current view\u003C\u002Fstrong>. A ticket outside that view will not appear while it is on.\u003C\u002Fli>\u003Cli>Open the relevant view first if you need a brand, assignee, or group. Search cannot filter on those.\u003C\u002Fli>\u003Cli>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.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Search before you create a ticket by hand. The issue may already be in the queue. See Adding tickets.\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>I cannot see the Help Desk.\u003C\u002Fstrong> Your role needs ticket view permission. Ask an administrator to check your role.\u003C\u002Fp>\u003Cp>\u003Cstrong>I typed a term and nothing happened.\u003C\u002Fstrong> The field was empty, or you did not press Enter or select the search icon. Filters also need \u003Cstrong>Apply\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>The filter button says Loading...\u003C\u002Fstrong> The search types have not loaded yet. Wait, then search again.\u003C\u002Fp>\u003Cp>\u003Cstrong>Time Since Tags Added will not apply.\u003C\u002Fstrong> You need both tags and a duration. Pleased shows \u003Cstrong>Please enter time since tags added\u003C\u002Fstrong> or \u003Cstrong>Please select tags (in time since tags added)\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Results are only from one view.\u003C\u002Fstrong> \u003Cstrong>Search in current view\u003C\u002Fstrong> is on. Turn it off and search again.\u003C\u002Fp>\u003Cp>\u003Cstrong>I wanted tickets for one brand, assignee, or group.\u003C\u002Fstrong> Those are not search filters. Open the view for that brand or queue, leave \u003Cstrong>Search in current view\u003C\u002Fstrong> on, then search.\u003C\u002Fp>\u003Cp>\u003Cstrong>A chip says View ID rather than the view name.\u003C\u002Fstrong> Results are limited to the view you searched from. Turn \u003Cstrong>Search in current view\u003C\u002Fstrong> off for a wider search.\u003C\u002Fp>\u003Cp>\u003Cstrong>Search Views does not find tickets.\u003C\u002Fstrong> That box filters view names only. Use \u003Cstrong>Search Tickets\u003C\u002Fstrong> above the ticket list.\u003C\u002Fp>\u003Cp>\u003Cstrong>I keep running the same search every day.\u003C\u002Fstrong> That repeated search is usually a view waiting to be created. Ask an administrator to set one up under \u003Cstrong>Settings > Views\u003C\u002Fstrong>. See Setting up views.\u003C\u002Fp>\u003Ch2>\u003Cbr>\u003C\u002Fh2>\u003Cp>\u003Cbr>\u003C\u002Fp>","2026-09-16T12:16:16.000+00:00",15,"Kaan Sarilar",[55],{"id":48,"brandId":18,"categoryId":56,"parentSectionId":32,"position":48,"title":57,"description":57,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},5,"Using the Helpdesk",{"id":56,"brandId":18,"position":56,"title":59,"description":60,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Ticket Management","Test 2",[62,65,66],{"id":63,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":64,"titleTranslated":32,"position":63,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},106,"Using Views",{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":67,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":68,"titleTranslated":32,"position":67,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},108,"Adding tickets",[]]