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Searching amongst tickets logged under one company.

Related products:Freshdesk
  • August 6, 2014
  • 1 reply
  • 15 views
S
Apprentice

Hi,


We would like to find out if there's a way to search for tickets logged under one company. I'll elaborate using a use case (fictitious):


Suppose one of our customers is a trucking / logistics company named King Roadlines. This company makes use of a software named Truckman. It so happens that Truckman is also used by two other client companies, not related in any capacity to King Roadlines. Now, if we would like to look up a ticket logged 6 months ago by an employee @ King Roadlines, regarding an issue with Truckman, how would we go about doing it? Searching for keywords "truckman king roadlines" is not very helpful, as it still brings up results from tickets logged for Truckman issues from the other two client companies.


What would really be helpful, in my opinion, is after creating a new view for all the tickets (current as well as historical ones) logged by King Roadlines, we should be able to search for tickets containing keyword "truckman", so that the results do not contain any tickets from the other two client companies.


Hope this explains our scenario. Feel free to give me a ring if you would like a more detailed explanation. +64 7 282 2081


Thanks a lot!


Kind Regards,


Shazaan

1 reply

aravind.sundararajan
Skilled Expert
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Hello,


Thanks for detailing out the use-case. Much appreciated! I'm happy to let you know that this kind of filtered search is now possible in Freshdesk. Let's take the fictitious example,


You can search for the tickets using the keyword "truckman" and then it would list all tickets with this keyword - Nothing special here, expected. 


Now, click on tickets in the Search results and then you'd find the option to filter the search results further. You can use this filter to locate the tickets submitted by the company "King roadlines" - The magic wand is your filter results option in this page!



Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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