I would like the ability to add Keywords or Tags to Service Requests.
Example; We have a Service Request for all Email related issues titled “Email Issues”, but when a requestor is using the search function on the landing page to find that request, if they use the word “Outlook” the search would not find the “Email Issues” service request. I would like to be able to add the Keywords Outlook, email, undeliverable, ect… to the keywords as that request was designed by our team to try and capture a variety of email related issues.
Thank you.
New Idea
Service Request Tags/Keywords
Upvoted this. We just onboarded with Freshworks and have the same issue; it’s difficult to find things that are nested within a service item.
Having worked with ServiceNow in the past, I was expecting to have keywords as ‘metadata’ to make the items easier to find.
The current suggestion we received from a partner supporting us in the deployment, is to add the keywords in the description field (“Search keys: x, y, z...”) but that’s a sub-par solution.
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