Hello . . . is it me you’re looking for?

Hey. Hi. Hello.

 

Now, if you’re anything like us, you frequently find yourself searching through the sea of tickets of your Helpdesk looking for that one ticket from that customer who had that issue one day last week. Do you remember that one? As you know our Advanced Search feature allows you to drill down on tickets meeting multiple criteria such as: Create Date, Help Topic and even specific field choices for custom fields. But did you know it can do more than that? SO much more . . . .

 

In addition to the options default list of options, you can add another field which will allow you to search for other criteria like Attachment Count, Collaborator Count, Ticket Source, etc.

 

 

 

This gives agents the opportunity to get very detailed as it relates to tickets in their purview within your Helpdesk which will increase their efficiency and transparency; Who doesn’t want the ability to get this specific with their search criteria??!

 

Another great thing about our Advanced Search is that once you enter in the search criteria for tickets you look for often, you can save that search which not only allows you to quickly pull up the tickets, but even have it available as a set search queue to quickly toggle to through out the day. As always, searches are only available for agents when they are logged into the help desk and are not universal . . . unless you set them up as Custom Queues in the Admin Panel.  

 

Now with the ability to search all these nitty gritty details, remember to save those searches to keep from having to re-enter the search criteria and have multiple searches active at once. We’ve also given you the ability to pick the fields you want to export.

 

Are you still there? Did you fall off your chair with excitement? I know right!

 

Yes, you can determine the export columns before you export the information so if there is a column you do not want to include in your export you can remove that column before you perform the export and it will not be in the CSV file.

 

Don’t need the Department column? Remove it. Don’t need the Thread Count? Remove it. All of the columns are removable. And with that, go forth and Advance Search!