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.
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|
Ticket created time
Status and priority
|Solutions||Title of the article|
Folder in which the article is created
Author of the article
Last published time
Topic created time
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' and 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'.
Note: Both these words, separately or together should exist in the same ticket or article for it to show up in the search results.
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.