You should be able to search all the fields within a ticket and not just on the title itself. When customer’s are looking for their tickets, they are often looking for something specific. They should be able to search a person’s name or an email address or free text fields for information within those tickets instead of just searching on the tickets title. It makes finding the ticket they require a bit more difficult.
Either that OR have a separate search field appear in the ticket section as well that has an advance search, where you can search on the ticket type and then the different fields within that form appear for the customer to search on. That way you are giving them the ability to find their tickets on their own, instead of searching through all their tickets to find the one they need. We have admin staff that log tickets for every region and can have hundreds of tickets in their Support Portal. Being able to find the one they need can be quite tedious and then require them to call the Service Centre to save on time. If we can give the customer’s the ability to search on these fields by themselves, then this saves our Service Centre time and the customer.