How to Search for Tickets in BoldDesk

Searching for tickets efficiently is crucial for support agents and administrators to ensure quick resolution and improved customer experience. BoldDesk provides multiple ways to search for tickets, including Global Search, Ticket Module Search, and Advanced Filters. This article explains these methods, introduces sorting options, and provides troubleshooting tips.

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.

Ways to Search for Tickets

BoldDesk offers multiple search options to help agents quickly locate tickets based on different criteria. Whether you need a simple keyword search or advanced filtering, these tools ensure you can find the right ticket efficiently. The following methods cover Global Search, Ticket Module Search, and Filter Options for precise results.

1. 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 options based on brand, category, and status.

1. Go to Global Search at the top of the agent’s portal and select Tickets.

2. 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.

3. Matching tickets will be listed.

   

2. 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.

1. Go to Tickets Module.

2. On the ticket list page, type the ticket title or ticket ID in the search bar and press Enter to see the search result.

3. Tickets that match the search text will be listed.

   

3. 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, explore further instructions about searching for tickets using filters in the Knowledge base article:

• Using and saving Basic Filters as Ticket Views.
• Using and Saving Advanced Filters as Ticket Views.

FAQs

Q1: Can I search tickets by customer email?
No. BoldDesk does not support searching for tickets by email address. You can search by ticket attributes such as subject, ticket ID, description, messages, and attachments.

Q2: Does Global Search include archived tickets?
No. BoldDesk does not have an archive feature, so all active tickets are included in search results.

Q3: Can I search for tickets by attachment type?
No. You cannot search by file type (e.g., PDF, image). However, using the ticket filters, you can search by attachment “has attachment” to find tickets containing attachments.

Q4: Can I save my search filters for future use?
Yes. Both basic and advanced filters can be saved as ticket views for quick access later.

Q5: Is there a way to search across multiple brands?
Yes. Global Search supports filtering by brand, allowing you to search across multiple brands.