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Hi,

we use freshservice for regular tickets but also longer running “small project”-tickets.

Therefore we have a lot of tickets open for singular persons or departments.

Often we have to search only for open tickets and get too many results because the closed tickets shown too.  

The Sorting by relevance doesn’t work for us, almost never is the searched ticket on page one.

The search refining via menu aftwards ist to slow and clumsy.

Isn’t there any way to search directly with commands to get a result only with open tickets? For Example: “XYZ state:open”

Or is there any way to change a setting, so that in every search the State-Filter is generally set to “open” and can be changed only when needed?

Best regards, 

Ingo

Hi @ikaplus, As of now when you search for tickets, you can filter the search results for only open tickets, however it is not possible to set a preference for the search results by default at the moment. We’ll pass on your feedback to our product team. 

Hi @ikaplus,

maybe it would work for your specific case if you create an individual Status (can be done in global field manager) that is called differently for the “small projects” (e.g. on hold, small project open, etc). That way those tickets wont clutter up the actual normal “open” view.  Customize Ticket Fields | Freshservice Service Desk : Freshservice

You could then also create a filter view list with the new status to see those long-term open tickets in an comfortable overview. Filtering Tickets : Freshservice (As soon as the view is created it can be used in the Dashboard too as a widget and thus quick link) 

Hi @Kathrin Brunner ,

thanks for your suggestion. But the lists are fine and usable as far as we use them. The search results on the other hand are used very often by our agents and these results are mostly of no use until they set additional filters. That causes unneccesarry delays.

Thanks anyway for your suggestion

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