For those that haven't figured this out yet, Freshdesk doesn't have an extremely standard function -- wildcard searching.
You can't use *, %, etc to even start looking for anything so unless you know the exact information that you're looking for, too bad! This was raised to their support team, but they said the product team indicated it wasn't important enough to pick up at this time.
I'm posting for any person who feels that it should be possible to search by
- domain name against email addresses on customers
- strings where you know the content, but not the entire thing (ex *java* instead of StringHandler.Java.Exception)
- companies where you remember a part of the name, but not the whole thing
- people who you know part of their name for, but can't remember all of it
- subject lines
- email contents
- Etcetc
I've used a dozen+ systems (Zendesk, salesforce, servicedesk, servicenow, Zoho, ePiphany, fogbugz etcetc) ... all of them have this basic functionality.
Anyway, this is my request that people upvote :)
