Ability to filter on Subject in Freshdesk

Yes please!  Category filtering is wonderful but only gets us so far since agents don’t always remember to go back and adjust categories to fit the actual problem once a ticket is resolved.  Including subject or full-text search (even better!) as an option IN ADDITION to the current filtering would be a game changer for us.   We would want the option of limiting the searched tickets first with filtering such as a specific time period or type of ticket and then text-search those.

How can I search on pretty much all fields, but not subject? Its maddening!

Instead I have to use Global Search, which returns results from all other groups/customers, not the curated filter I use day-to-day. The results on the global search can’t be further filtered so I’m just left with 1000’s of results and no way of finding what I need quickly.

I expect there is some underlying infrastructure issue with subject full-text search that is holding back this feature. In any case, it is depressing that this issue is requested repeatedly over the years and other than hand-waving community responses, there is no traction on the real development.

This is the #1 issue with FreshService that prevents me from recommending the product as I am smacked in the face with its inadequacy multiple times a day.