For example, we would like to be able to search for a customer on their Payroll Number / EmployeeID rather than their email address or name. We have multiple instances where there are several people with similar names or exactly the same name and slightly varying email addresses. The ability to display even a preview of customer details in list view and be able to customise what data is displayed in this like we do with assets. In our previous ITSM tool, if you typed a customer’s name the following data would appear for you to determine which was the correct person:
This give better customer experience, as it allows people to determine which is the correct person based on the basic information supplied.
The ability to do this on all other fields is also beneficial. ATM, if you search for data there is no preview or basic list view and means the customer has to know what they are looking for before they even try and search and this is problematic, as sometimes they do not know the options available.
The below would also assist with this.
It does appear this was suggested 5 years ago, also.
Ability to search within custom fields | Freshworks Community
