You or a support specialist may need to find some particular ticket. In this case, you can use a search tool available in the support centre.
Currently, five search options are available:
- By Ticket No
- By Summary
- By Name or E-mail
- By Keyword
- Where Status Is
Moreover, there are three types of tickets which you can specify for a search:
- Active (if you want to search only in the active tickets);
- Hidden (the search is conducted within inactive tickets);
- All (the tool performs the search in all tickets: active, closed, reassigned, etc.);
Search Options
If you know the number of the ticket you can set the selection By Ticket No by entering an appropriate number of the ticket.
Should you wish to search by the name or by a short description of a ticket, then you are to use search By Summary option.
Sometimes, you may need to find a ticket sent by a particular client. In this case, enter a name or e-mail of a client in the Name or E-mail field and click the Search button.
Use the search By Keyword if you want to find some information by a word or some words. Usually, this kind of search is used when you need to find a similar request.
Where Status is field allows you to narrow the search, namely you can select to search only in closed tickets or in the tickets Added to the Knowledge Base, etc.
Use the Clear button if you want to remove some query in any of the search fields and enter a new query.
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