Perform Broad Searches for Tickets

The Broad Search Bar feature replaces the limited Ticket Number Search Field at the top of the page with a powerful, comprehensive search tool. Agents can use this broad search to locate tickets based on various criteria, such as:

• Ticket Number
• Content
• Subject
• Post-it Note
• Name
• Email
• Phone
• Attributes
• Message-ID

Unlike refined searches on the Ticket Index page, broad search results do not apply attribute filters, making it an excellent tool for quickly locating any ticket accessible to the agent.

How to Enable Broad Search

1. Navigate to Settings → General → Account Settings.

2. Locate the Broad Search Bar toggle.
   (Refer to the screenshot below for guidance.)

   
3. Enable the toggle and save the changes.
4. The search field at the top of the page will now be replaced with the Broad Search Bar.

How to Use Broad Search

1. Access the Search Bar:
   Use the search bar located at the top of the page.
2. Enter Search Criteria:
   Type in the information you are looking for, such as the caller's name, email address, ticket number, or a keyword from the ticket's content.
3. View Results:
   The system will return all tickets matching the search term across the fields listed above.

Use Case Example

Scenario:
An agent is on a call with a customer who mentions they sent an email a few days ago but does not know the ticket number.

Solution with Broad Search:

1. The agent enters the caller's name or email address into the Broad Search Bar.
2. The system quickly displays all matching tickets.
3. The agent selects the relevant ticket and continues assisting the caller.

Refined Searches for Advanced Filtering

If agents need to narrow down results further (e.g., by status, team, or priority), they should use the Ticket Index page with attribute filters applied. Broad Search is intended for quick and general lookups, while the Ticket Index page provides a detailed and targeted search experience.

Benefits of Broad Search

• Speed: Quickly locate any ticket using a single search tool.
• Versatility: Search across multiple ticket fields, including content and metadata.
• Improved Customer Service: Locate tickets efficiently during customer interactions, even when limited information is available.

The Broad Search Bar is an invaluable tool for agents who need fast and flexible ticket lookup capabilities.