My request is pretty simple; I’d like agents to have a graphical UI search function that makes it easier to limit hits. The problem with all searches is that finding everything isn’t helpful, of everything consists of hundred and hundreds of cases. It’s not practical to go through all of it case by case, manually.
Yes, there are advanced search syntaxes you can use, with AND, OR or even regexes, but show me the average support agent who’s comfortable with regexes and I’ll show you a unicorn.
An advanced search would open a different UI element where all the important options are selectable and can be combined with ui elements (checkboxes, dropdowns, etc) to organically guide the agent into assembling a query.
Naturally, this query should be possible to save for later as a pre-selectable query, so you don’t have to assemble a recurring search again, you should be able to save an arbitrary amount into something like a drop-down selector.
Obviously without removing the possibility to type in a search with switches and regexes and all.
(Also, search results also need a way to select what columns you want to see in the first place. The case ID, for instance, is rarely relevant yet uses a shit ton of screen real estate.)
With the number of tickets we have, we would also appreciate such a search mask.
The hard limit of 50 and the use of the advanced syntax is not enough for the standard agent.
The Limit is one Thing. Sorting and Filtering another. Mostly, I want to Filter or Sort for the latest answers and not the ticket creation. I want to see only open tickets and not closed one.
the search results are always sorted by last update, not creation.
The rest can be solved with current available things (see advanced search in our user documentation).
+1 to this request.
And, while every overview allows customization of the columns to display, the search result list lacks this feature, which would be greatly appreciated.
After a few weeks working with the advanced research syntax, I also endorse this feature-request.
While the current advanced research can be tweaked to get whatever info you need, our agents are not confortable enough with regex and advanced search syntax for this to work properly.
A “quick fix” would be to have a GUI that builds the query for you, letting you edit the resulting request if you want.
For exemple you’d get a Dropdown menu for “Owner”, and clicking on any User would add “ticket.owner:your_selection” to your query.
Also 200% support the need to save queries (not the result just the query) to re-run it later.
We have an instance with a lot of different use cases and the Admin-doc specifically ask to not create much more than 20 overviews. This feature would negate the need for overview by bringing less needed filters to “saved queries” rather than overview.
