Improved search function

Hi Katherine,

Thanks for raising this and suggesting an improvement in the search feature. We will surely bring up the improvements to search in our future releases.

We are coming up with a new feature - "Account Manager" kind of a role, that will allow a "User" to view all the tickets from his company (raised by others) irrespective of the status.

At present, the Agent, can go to Customer Tab -->> Click on the Company Name and here, you may see all the tickets raised from that company users, including Open, Pending,resolved,closed tickets.

We are also coming up with Custom Views, that will allow you to create filters like "Ticket Type" or "Customer Name" etc

Just to ensure you that we are listening to our customers and we will bring up the feature one by one :)

regards

vijay

Also we need to be able to search through the conversation instead of just the initial case.

as the initial case might not represent the core issue, and definetly doesnt have the solution, which needs to be searchable.

I agree with Erik Withoud: also searching through the conversation is very useful, especially since the solution is usually in them.

Next to that, I would like to see a collapsed view of a ticket with just Status, Requester and maybe the first few lines of the request in the search results. Now you see the entire message in the search results, which is not so convenient to quickly go through the search results.

>Next to that, I would like to see a collapsed view of a ticket with just Status, Requester and maybe the first few lines of the request in the search results. Now you see the entire message in the search results, >which is not so convenient to quickly go through the search results.

You're right! i want to see this

 I really need to be able to search by the custom fields I have created, more than some of the built-in ones. I'd like to be able to customize which fields I can search in, especially for text field searching -- I have an ID in another system that I need to cross-reference, but I can't search for it, because searching for a number in the overall search field returns way too many results and I can't search for that number in just my custom field on the Tickets view.

Ok Guys

Sorry I have not updated any info on this.

Currently a few of our developers are working on implementing - Elastic Search - http://www.elasticsearch.org/

Which is a real-time search component and it also does real-time indexing, so any content added, is immediately indexed and ready for search.Even conversations/notes etc, Although searching of custom fields is not possible even with this component because we need to make changes to our search algorithm for that, but I am not ruling it out.

Maybe once the elastic search becomes stable enough, we will try to address custom fields too.

New search is almost ready to be sent to testing, and we hope to get it out in the next 3-4 weeks time

Cheers

Vijay

Vijay,

thanks for the update! sounds great

I have another addition to this wish (apart from the custom fields which would be awesome) is to have some search operators (like we have in Google Mail which was extremely useful for searching through all answers):

- agent:...

- contact:...

- tag:...

- type:...

So e.g. to search for a question handled by agent 007, containing the text "shaken" and send to contact Waiter. with category invoice you would have this search string:

shaken agent:007 Requester:Waiter type:invoice

As the search isn't realtime now, can you confirm when and how frequently indexing occurs?

Please, add custom fields and tag to the search!

It could be very useful tag all tickets and use this keys for next searches!

Hi Vijay,

any news on when we can expect elasticsearch?

Hey guys,

The elastic search is running the rounds of testing and we are expecting to release it soon :)

Micah, that is a really valid suggestion. We all know how google has made our lives easier with such a functionality in gmail. I will take this up to my team and see if we can do anything similar. 

Paul, right now the indexing is done every 1 hour and hence the newly added tickets, solution articles, etc will take around 1-2 hours to show up in searches. 

Thank you all for being so active here. Keep writing!

Thanks,

Annapoorna 

 Hi Team,

I don't know if it will be part of this update ( or if i should post a new ticket ) but the search page formats really badly for HTML based emails.

I have attached an example. Its really hard to work out which emails are relevant when all the line breaks etc are removed.

Thanks.

I'm hoping we can control the amount of text returned... and hopefully matching search terms will be highlighted.  

I've extended the search results page to pull in results from a mediawiki instance I have which uses Sphinx search.  Makes the results look dumb.  Also, could you return the "Score" returned from elastic search somewhere in the page... I might switch my search engine over to elastic then I could merge my search results in with the ones from the Knowledgebase based on relevancy... that'd be pretty cool.

I would love to be able to search on a phone or fax number no matter the format that the numbers are in so the information is easier to find.

Having some issues with how search seems to be weighted. Anyone else notice this?

If we create 5 articles, each one with a word, lets say "Seahawks", and the next article says "Seahawks are Seahawks". 

When I search for seahawks, I would think the article with the word seahawks in it twice would be at the top of the list, but it's not.

And if we tag that article with seahawks, it moves it even lower down the list.

Anyone else experiencing this behavior?
Example: https://support.freshdesk.com/support/discussions/topics/304519 

I am experiencing something that might be related: when I want to fill in Tags in the ticket view, it used to be more helpful in suggesting the already available tags. Now, when I type a partial tagname, it does not show the item on screen (probably it is available in the scrollable dropdown). In the past it would be more predictable and correct in what is showed.

See also the attached image for what it does now, if I want to add the tag dynamics and partially type dyna: