Hi,
I see that you are finally improving the search functionality within Freshdesk. Hopefully this effort will continue.
Unfortunately, the search functionality on the iPhone app is still quite useless and not productive.
For ex. consider these typical scenarios when searching:
1. type the customer company name to quickly return recent tickets being worked on
2. type the agent name to find tickets where the agent has been working on recently
In both scenarios above, search on the iPhone app will return a ton of old and closed tickets, which are completely irrelevant for the purpose.
I know views could be used for that, but keep in mind one cannot know in advance what will be searched in a particular moment, so creating views is not acceptable. Also, I think it is not even possible to create views on the mobile app.
Resolution: improve mobile search so that by default most recently modified tickets are returned.
