How to Search for Tickets
Ticket search functionality allows support agents, or administrators to quickly locate specific tickets based on various criteria. This improves efficiency, enhances user experience, and ensures timely resolution of issues.
In BoldDesk, tickets can be searched in two ways:
- Search Feature – Offers a Global Search and a Search option within the Tickets module.
- Filter Feature – Provides both basic and advanced filters to narrow down ticket results.
Searching for tickets using the search feature
Using the Global Search
In global search, tickets can be searched by subject, ticket ID, description, attachments, private message, and public message. The search also provides filtering option based on brand, category, and status.
- Go to Global Search at the top of the agent’s portal and select Tickets.
- Select the search field you want to use and enter the keyword. You cannot search by ticket ID if a private/public message is selected.
- Matching tickets will be listed.
Searching for Tickets by Attachments
When searching for tickets using attachments, you can either enter the name of the attachment to find the specific tickets with that attachment or use the keyword “has attachment” to list all tickets that contain any attachment.
Using the Search Option in the Tickets Module
The search option in the ticket module allows agents to search for tickets using ticket title and ticket ID only.
- Go to Tickets Module.
- On the ticket list page type the ticket title or ticket ID in the search bar and press Enter to see the search result.
- Tickets that match the search text will be listed.
Searching for Tickets using Filter Option
You can also search for tickets using filter options. To learn how to apply filters when searching for tickets, please refer to these articles:
