Jump to content

Search content of tickets


Alk

Recommended Posts

I would greatly value the ability to search the content of tickets.

You see, I can't quite believe that no one has suggested this yet for Blesta or WHMCS...but I want to search the content of tickets and I can't. I've taken a look at WHMCS and you can't do it with WHMCS either. Yet, it is a pretty standard feature of helpdesk software (of which I have used many). Customers never subject title their emails correctly (if at all!) and often talk about multiple issues under one ticket (which often has a vague subject line which doesn't cover it). Therefore, the need to search the messages of tickets is a must in my eyes and if it were achievable, would be a plus point for Blesta.

It is possible that this hasn't been developed already because of the strain? to search ticket content, but if other software can achieve it...surely Blesta can too?

Also submitted to: https://requests.blesta.com/topic/search-content-of-tickets (posted here for awareness)

Link to comment
Share on other sites

It does seem like only the summary is searched. I presume this was done because searching all of the replies is time consuming, however it's certainly possible... we could search replies, and notes, and it's probably worth at least benchmarking to determine the impact. Besides, it's more acceptable to make the user wait longer when doing a specific search, ie a search on tickets only.

Link to comment
Share on other sites

  • 8 months later...

@Paul Yes, my suggestion is only for when "Search Tickets" is selected in the top-right Admin search box, as the Admin has selected to perform this type of search. In fact, you could go so far as having a secondary pop-up tick box for "search content" for more granularity to the "Search Tickets" option. Thereby, the Admin has explicitly acknowledged to search the contents of tickets.

 
"Smart Search" remains as it is...searching "lightly" and is quick in it's results.
Link to comment
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

Loading...
×
×
  • Create New...