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Simplified 'Search' field to assist Category/Sub-Category/Item fields for auto-population

  • June 16, 2025
  • 4 replies
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J
Skilled Expert
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I have a question regarding the Freshservice portal for end users.  We have moved away from ‘Incident Categories’ and moved to the fields for Category/Sub-Category/Item.

Things are working well, but a few inquiries have have come about stating too many clicks and added time searching for items in three different fields to submit a ticket. 

Has Fresh thought about a generic ‘Search Field’ where a keyword is typed in and selected (pulling from the Category properties) that auto-populates the Category/Sub-Category/Item fields when a user finds what they are looking for? 

Best answer by garrett.wilkinson

I like this feature request because we’re running into the same frustration--we have a fairly granular category tree, but especially new users aren’t sure where they can expect to find something in the category tree, EG should they expect to find “Add A printer” under “Software → Windows” or “Printers”.

Basically what the OP is suggesting is that the search at the “Category” level should also extend into Subcategories / Items without having to search specifically at that level to assist the requester or agent in finding what they’re looking for.

Ideally, of I search “Printer” at the Category level, I would see both

Printers (Top-level category containing search term)

and

Software 

    |_Windows

        |_Add A Printer (Item-level category containing search term)

    4 replies

    Roxwell
    Top Contributor ⭐
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    • RoxwellTop Contributor ⭐
    • Top Contributor ⭐
    • June 17, 2025

    You can search categories within the drop down. It’s not obvious saying “Search” but it does work :D 

    Zest - A Fresh Perspective - Check us out at ZestCo.uk / Or on YouTube https://www.youtube.com/@Zest-AFreshPerspective
    J
    Skilled Expert
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    • joshvengley
    • Author
    • Skilled Expert
    • June 17, 2025

    Understood, and appreciate the answer.  I should expand a little more. The ‘Search’ feature works without issue, what I’m curious about is we have 7 main ‘Categories’ with a multitude of ‘Sub-Categories’ and further ‘Items’ for those Sub-Categories. I was wondering if a ‘Search’ field could be used above the ‘Category’ field that would encompass all of the information from the Workspace to allow the user to type in ‘Excel’ and select the item they are looking for with some sort of ‘logic’ that would then fill in the Category, Sub-Category and Item fields for the user.

     

    We used Incident Category prior to my arrival and while it was intuitive for the end user to select their ‘issue’, the list was ridiculously long. 

    Thanks again.

    G
    Community Debut
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    I like this feature request because we’re running into the same frustration--we have a fairly granular category tree, but especially new users aren’t sure where they can expect to find something in the category tree, EG should they expect to find “Add A printer” under “Software → Windows” or “Printers”.

    Basically what the OP is suggesting is that the search at the “Category” level should also extend into Subcategories / Items without having to search specifically at that level to assist the requester or agent in finding what they’re looking for.

    Ideally, of I search “Printer” at the Category level, I would see both

    Printers (Top-level category containing search term)

    and

    Software 

        |_Windows

            |_Add A Printer (Item-level category containing search term)

      J
      Skilled Expert
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      • joshvengley
      • Author
      • Skilled Expert
      • February 2, 2026

      ​@garrett.wilkinson  Thank you for this comment and providing some clarification. Greatly appreciated. 

       

      You are correct, we have a steady stream of new hires into the organization and have seen an uptick in misdirection of tickets due to incorrect selection of ‘Category, Sub-Category, Item’.

      We are feverishly trying to find ways to mitigate extended ticket re-assignment due to new employees selecting the incorrect Category tree.  The breakdown of category items is out on our website to try and help those who are new navigate a bit easier, but some are not utilizing the document.

      Our hope is this will gain some serious traction and something is implemented or placed on the roadmap soon to help us and others drive down ticket open/resolution time and group re-assignments.

      Josh

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