Is there a way to add our custom fields to the "search" function? For example currently Freshdesk offers the search within "Tickets", "Contacts", and "Solutions". Can we add one ore more of our company's added customer fields to search within?
The data added in custom single-line text fields should also be searchable on the helpdesk, post enabling a feature.
I am having this logged as a ticket for you and you should be hearing from our support team shortly.
20 days ago
I also have this issue. I have a custom field for customers to add their 'unique customer id' to, but the search function does not pick up this field when searching in the customer portal. It does in the agent portal, just not the customer one. The custom field is a single line text field.
Any ideas when this will be fixed?
Alternatively, is there a way I can automatically update the ticket Description field on ticket creation to add in the value from this custom field? There doesn't appear to be an option to do that in the Automations.