Problem:
Freshservice's global search appears to have broken or inconsistent behavior when it comes to Tasks.
- Searching the literal word "task" does return results, but only a few tasks at time, seemingly at random. These tasks aren't assigned to the searching agent, aren't the most recent or numerically closest matches, and don't even contain the word "task" anywhere in their title or content. There's no discernible logic tying them to the search term.
- Searching for "TSK" (the actual prefix used for task IDs, e.g. #TSK-1234) returns zero results, despite this being the format tasks are literally labeled with throughout the platform.
This makes task search difficult to rely on. Agents can't consistently search by task ID format, by keyword, or by any other identifiable trait, and the few results that do appear for "task" don't seem clearly connected to the search term.
Proposed Solution:
Audit and fix the search indexing logic for Tasks so that:
- Searching a task's ID (e.g., "TSK-1234" or "TSK") reliably returns that task.
- Searching keywords contained in the task title/description returns relevant matches.
- Search results are ordered/filtered using the same relevance logic applied to other searchable objects (tickets, etc.).
Impact:
- Agents currently have limited ability to locate tasks through search.
- The few unrelated results returned for "task" searches suggest a deeper indexing or query-matching bug, not just a missing feature.
- Fixing this brings task search in line with the reliability already expected from ticket/asset/agent search.
