The Keyword Search feature allows agents to quickly search for specific keywords across all tickets within the Helpdesk. This helps agents locate relevant conversations, notes, and summaries efficiently, improving response times and operational productivity.
Overview
Keyword Search is a global search functionality that scans tickets across:
All communication channels
All ticket stages
Bot-generated tickets
This ensures agents can access relevant information regardless of where the conversation exists in the system.
Search Scope
Agents can search for keywords within the following ticket fields:
Messages
Private Notes
Ticket Summary
Search Behavior
The Keyword Search feature supports the following behavior:
Search is case-insensitive
Supports both exact match and partial match
Minimum input required: 3 characters
Maximum input allowed: 50 characters
Keyword Highlighting
When a matching ticket is opened:
The conversation automatically scrolls to the latest occurrence of the searched keyword
The matched keyword is highlighted for easy visibility
Older occurrences are also highlighted and can be viewed by scrolling upward in the conversation
Special Character Handling
The search also supports keywords containing special characters such as:
@username
#order123
Supported Behavior
Searching with the exact special character will return matching results
Searching without the special character will also return results if the remaining text matches
Search Input | Matching Result |
@john | Matches @john |
john | Also matches @john |
How to Use Keyword Search
Click on the “Search in Message” icon available in the search bar
Enter the keyword you want to search for
The system displays all matching tickets
Open the required ticket to navigate directly to the latest highlighted match
Scroll upward within the conversation to view older highlighted matches
Click the cross icon in the search bar to exit Keyword Search mode and return to normal search
Normal Search vs Keyword Search
Search Type | Supported Fields |
Normal Search | Name, Email, Phone Number, Ticket ID, Customer ID |
Keyword Search | Messages, Private Notes, Ticket Summary |
Product Value & Impact
Improves Operational Efficiency
Reduces the time and effort required to locate relevant information across large volumes of tickets.
Speeds Up Issue Resolution
Enables agents to quickly access previous conversations and historical references, resulting in faster query resolution.
Provides Complete Conversation Context
Ensures important historical information remains easily discoverable whenever needed.
Supports Scalability
As ticket volume increases, Keyword Search helps teams manage and retrieve information efficiently at scale.
FAQs
1. Is the search case-sensitive?
No. Keyword Search is case-insensitive.
2. Can I search using Ticket ID or Customer ID?
No. Keyword Search only works within:
Messages
Private Notes
Ticket Summary
For Ticket ID or Customer ID searches, use the normal search functionality.
3. Does Keyword Search work across all channels?
Yes. Keyword Search works across all supported communication channels.
4. How can I view older matches in a conversation?
Older matches are also highlighted within the conversation. After opening the ticket, scroll upward to view previous occurrences.
5. Can I see the total number of keyword matches in a conversation?
No. The system currently does not display the total count of keyword matches within a chat.
For further assistance or to raise feature requests related to keyword search, please contact [email protected]