Advances Search Options in Search screen

Hi Steve / all,

Sorry to keep you waiting and we thoroughly understand the need for an advanced / 'drill-down' search. Having said that, we have been steadily improvising our search functionality and our current focus with respect to search is to optimise relevancy in results. We have incorporated a lot of feedback received recently and we are very close to completing our optimisation exercise after which we will start with our beta testing followed by a global rollout to all customers. 

We hope that our relevancy optimisations by itself will resolve the pressing pain points with the search functionality while we simultaneously continue to evaluate the best approaches to an advanced / 'drill-down' search. Will continue updating this thread with updates. 

Depending on the new enhancement goes we may need to just export everything and do a search the hard way.

An export would be good a well in case the filter can't do what it needs to to.

I would be happy with basic search working 100% of the time or not being terribly slow most of the time. 

It already passed 4 years and you didn't have Advance search!?

The lack of search filters is a major issue for our company as well. This issue may become a reason for us to drop the product.

Now I see that this feature is marked as in planning for over 4 years and no action at all?

You have described an effort to improve the overall performance and accuracy of your current search feature. The answer you are looking for is called filters. Filters allow you to have faster and more accurate search results. My company is actively working on an internal customization that will give us this basic feature. If we can't get this to work, we will likely be moving on to a different product completely.

We need a combination of filtering and searching within the ticketlist and clientlist urgently. Also searching for a value only within a specific field is needed. Please address this quickly because my agents use all sorts of workarounds and complain a lot about the inefficiency!

The ability to search within a page and have it take you to that search term in your article or maybe the forum if your search term was found.

The ability to use some of the search operators like google does:

a) Use the minus sign to eliminate results containing certain words   ie. "-monkey"  would elimate all search results containing the word monkey 

b) Use an asterisk within quotes to specify unknown or variable words.  ie. if you didn't know the exact wording of a phrase use: "apple * pie"  so it would bring up articles containing "apple berry pie" "apple pear pie"  etc.

Maybe have a wildcard ^ to put in front of or after a word to bring up derivatives of that word.  ie. harvest^  so it will bring up articles containing the word: harvesting harverster, harvested... etc.  instead of having to type these all in

Hi everyone,

Further to my previous update, just wanted to share with you that we have completed the optimizations to our search implementation involving substantial relevance improvements. We have designed this enhancement after carefully evaluating all the valuable feedback received and hope this enhancement considerably improves your search experience within Freshdesk, while we analyze further optimizations to the feature. Next on the horizon - advanced search focussed on filtering search results! 

Will continue updating this thread with updates. 

Regards,

Arvind.

so any examples of what your changes will now do - assuming the optimisation is live ??? Not seen any thing in release notes to imply it is live?

Hi Toni,

The recent optimisation I mentioned on this thread is related to our search algorithm enhancements resulting in improvement of the relevance factor in our search results. I hope you will agree with me when I say that "relevance" is lesser of a visible change that can be seen and more of a scenario specific experience change that needs to be observed by comparing with specific test cases. We hence reached out to customers with open support requests with us to validate our implementation and will continue to do so to improvise further. 

Rest assured, the implementation is live and request you to raise a ticket with us for any scenarios we can improvise on. 

Also, thanks for following our updates on the release notes - we generally include information on new functionality being introduced and sometimes skip ongoing improvisations to existing features for the sake of brevity. 

Hi everyone,

Great news! We've introduced filters on the search results page so that you can drill down on the ticket search results. You'll have the same filters as the ticket list page so give the enhancement a spin and let us know what you think! Learn more.

Hi,

I use free plan. I don't see advance search!?

Hi Vu,

As mentioned in the solution article, we've introduced this feature in the Blossom, Garden, Estate and Forest plans. As you're currently on the Sprout plan, you're not seeing the feature. 

Thanks for the update and clarification on this Arvind! Looking forward to trying this out.