searching within tickets recurring issue within freshdesk
started a topic
3 months ago
I have so many issues with the search/ui that's built into freshdesk that I have no idea how the rest of the users are using freshdesk. I have come to the conclusion that either I am using it wrongly, or my use cases are unique mine. Here we go:
How do I view the tickets open in absolute time via the search or view results? Do I have to manually mouseover or click on the subject of each ticket to see exactly what time it was received/sent?
How do I see the support tickets sent out by a particular agent, within a specific date range, ordered by the last modified date?
A user sends in an email with one cc (a colleague from his company), it is created as a ticket in freshdesk. Agents resolve the ticket and close it. When the original user is not available, his colleague who is cc-ed replies the ticket to ask more questions. This ticket is then opened again, that's great, the ticket threading works.
But if I try to search for the colleague's email, I don't get any results. Is there an API or marketplace app that can solve this for me?
A user sends in an email, say the user's email is firstname.lastname@example.org.
Searching "book" - No results. Ok we can say that's somewhat intended but can be improved.
Searching "bookstore.com" - No results. Erm.
Searching "email@example.com" - No results. Is this for real?
The only way I will get a result is if I search for the subject, or I view tickets from the contact section.
Doing a search on google shows me that freshdesk users have been requesting for more advanced search features from up to 7 years ago. I've also seen that freshdesk is using elastix for searching, which is supposed to be great.
4. This is a pet peeve of mine but isn't it extremely silly to spend creating and organising the portal/knowledge base and then you realise the searching is just as rubbish as searching tickets, and you need to be on a higher tiered plan to enable automatic sitemap generation for google to index it? If you know your search is not up to par, let the search engines do it for you and don't gate it behind paywall.
Do share with me how you guys are doing it from your end.