The search tab lets you locate items in your account from just about any page within your helpdesk. It is available in the top right corner (near the 'New' icon), in every tab.

 


Agents can search through all the information that is accessible to them. For example, if an agent can see only the tickets belonging to her group, her search will be performed only within that group.


Every time you enter a search query, Freshdesk will search across tickets, solution articles, forum posts and customers (contacts and companies), and in the following items within the broader categories:


  • Tickets - subject lines, descriptions, notes, replies, ticket fields, tags, attachment names
  • Contacts/companies - names, emails, phone numbers, contact fields
  • Solution articles - Titles, descriptions, tags, attachment names
  • Forums - Titles, posts

 

Quick search view

 

When you enter the search query in the tab, before hitting enter, Freshdesk will show you the most relevant tickets, companies, forum posts, solutions and contacts right below the tab.

 

 

You can click on one of the results to see the corresponding item. If what you are looking for doesn’t appear in the quick search list, hit 'Enter' while your cursor is in the search tab.

 

Tip: If you are searching for a particular ticket and you remember the properties of the ticket, the best way to locate it would be using the filters in the ticket list page.


Extensive search


After you hit enter, you will be taken to the search results page where all results will be shown, sorted based on relevance by default. You can also sort the results based on 'Date created' or 'Last Modified'.

 

 

 

Next to the 'all results' tab, you can see results for each category.

 


In each result available, you can see the following information -

 

Category
Information seen in the search results
Tickets
Ticket subject and description
Requester
Ticket created time
Assigned agent
Status and priority
Solutions
Title of the article
Folder in which the article is created
Truncated content
Author of the article
Last published time
Forums
Topic name
Forum name
Post content
Topic creator
Topic created time
Customers
Company name
Contact name


Understanding your search results


When you enter multiple keywords, Freshdesk performs an OR search on the keywords in a starts-with mechanism. For example, when you are search for jet propulsion, the search results will include:

  • Items containing the phrase 'jet propulsion'
  • Items containing 'jet' and 'propulsion' separately
  • Items containing variations of the word 'jet' like 'jetpack' or 'Jetson'
  • Items containing variations of the word 'propulsion' like 'propulsions'

But items containing words 'propel' or 'propellant' or 'propulsive' will not appear because they don't start with 'propulsion'

 

Exact search


When you search for a phrase, by default, you will see the exact match results first and the partial matches will follow. However, you can eliminate partial matches in your search results by searching for exact phrases by enclosing the search terms within double quotes.

 

In the screenshot below you can see the difference between an exact search and a partial search.

 


Please note that the updates in tickets, contacts, etc will take a few minutes to get indexed, after which it will be available through search. 


The search tab lets you locate items in your account from just about any page within your helpdesk. It is available in the top right corner (below your profile picture), in any tab.



Agents can search through all the information that is accessible to them. For example, if an agent can see only the tickets belonging to her group, her search will be performed only within that group.


Every time you enter a search query, Freshdesk will search across tickets, solution articles, forum posts and customers (contacts and companies), and in the following items within the broader categories:


  • Tickets - subject lines, descriptions, notes, replies, ticket fields, tags, attachment names
  • Contacts/companies - names, emails, phone numbers, contact fields
  • Solution articles - Titles, descriptions, tags, attachment names
  • Forums - Titles, posts


Quick search view


When you enter the search query in the tab, before hitting enter, Freshdesk will show you the most relevant tickets, companies, forum posts, solutions and contacts right below the tab.




You can click on one of the results to see the corresponding item. If what you are looking for doesn’t appear in the quick search list, hit 'Enter' while your cursor is in the search tab.


Tip: If you are searching for a particular ticket and you remember the properties of the ticket, the best way to locate it would be using the filters in the ticket list page.


Extensive search


After you hit enter, you will be taken to the search results page where all results will be shown, sorted based on relevance by default. You can also sort the results based on 'Date created' or 'Last Modified'.



Next to the 'all results' tab, you can see results for each category.




In each result available, you can see the following information -


Category
Information seen in the search results
Tickets

Ticket subject and description

Requester

Ticket created time

Assigned agent

Status and priority

Solutions

Title of the article

Folder in which the article is created

Truncated content

Author of the article

Last published time

Forums

Topic name

Forum name

Post content

Topic creator

Topic created time

Customers

Company name

Contact name



Understanding your search results


When you enter multiple keywords, Freshdesk performs an OR search on the keywords in a starts-with mechanism. For example, when you are search for jet propulsion, the search results will include:

  • Items containing the phrase 'jet propulsion'
  • Items containing 'jet' and 'propulsion' separately
  • Items containing variations of the word "jet" like 'jetpack' or 'Jetson'
  • Items containing variations of the word "propulsion" like 'propulsions'

But items containing words 'propel' or 'propellant' or 'propulsive' will not appear because they don't start with 'propulsion'.


Exact search


When you search for a phrase, by default, you will see the exact match results first and the partial matches will follow. However, you can eliminate partial matches in your search results by searching for exact phrases by enclosing the search terms within double quotes.


In the screenshot below you can see the difference between an exact search and a partial search.



Please note that the updates in tickets, contacts, etc will take a few minutes to get indexed, after which it will be available through search.