Search Notes Function
The capability of adding notes to the tickets and making them visible to customers/internal is there in Freshdesk. I would like to know how I can make these notes searchable to all agents. Sometimes custom solutions are applicable, but not always encountered by the same agent. So if one agent creates a note for a custom fix, another agent should be able to search with a keyword and locate the note for the fix.
Hi Marcus, I agree with you. it has been raised in the feature request forum. Please vote for it there and they might implement a more advanced search.
Thank you for writing in our Forums.
We are soon moving to Elastic search and we are addressing this feature in that. Agents will be able to search for tickets based on the private notes added to it.