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New Idea

Wild Card Search

Related products:Freshservice
  • June 24, 2025
  • 5 replies
  • 83 views
C
Skilled Expert
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It appears there is no available option to wildcard search and simply requires the customer to know what they are looking for. This is not ideal as our customer often do not know what to look for and without a list or guidance we will get complaints from our client base as this is currently a functionality in our previous ITSM tool and will be what they are expecting.

You can't use *, %, etc. to search and relies on you knowing the exact information that you're looking for. This is a basic feature that is available in a lot of ITSM tools and would make searchability infinitely easier and better for customer experience. Can this please be looked into with urgency?

 

It appears this issue was raised 9 years ago but has not been addressed and the ticket has been closed:

Wildcard Searching | Freshworks Community

And again 6 years ago but again closed:

Advanced Global Search and Asset View Search for Assets | Freshworks Community

    5 replies

    C
    Skilled Expert
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    • Cara
    • Author
    • Skilled Expert
    • July 8, 2025

    Wildcard search option for the company's and customers. | Freshworks Community - another instance 8 years ago that this was requested. 

    Is there any update as to whether this will be implemented. It is a basic function that should be available and makes it very difficult to use the system if not implemented.

    C
    Skilled Expert
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    • Cara
    • Author
    • Skilled Expert
    • July 14, 2025

    Any update on this one?

    C
    Skilled Expert
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    • Cara
    • Author
    • Skilled Expert
    • February 2, 2026

    I asked 6 months ago and no response. So will ask again, any update on this - please.

    DanielRuff
    Top Contributor ⭐
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    • DanielRuffTop Contributor ⭐
    • Top Contributor ⭐
    • February 10, 2026

    ​@Kamakshi V can we highlight this in any way? This is really a pain to search for tickets if you don’t remember for any ticket fields.

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    C
    Skilled Expert
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    • Cara
    • Author
    • Skilled Expert
    • February 10, 2026

    We have so many Data Fields with massive amounts of data in it. With no way of searching and having to know what you are searching is not always possible. Plus (for example) if a customer wants to order a phone but doesn’t know what options we have available, they have no way of finding the information out without the wild card option. 

     

    Plus when they do know some details (e.g. they search Apple or iPhone) it only shows them the bare minimum and does not allow us to choose the fields at are visible for the customer to see (much like we do with the associated assets) we should be able to pick and choose (when we add the data field) what info to present to the customer.

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