How to Use Global Search in the Agent Portal
Using Global Search effectively in BoldDesk can significantly enhance agent productivity and accuracy by enabling quick access to tickets, users, contact groups, knowledge base articles, and activities—all from the top navigation bar.
To make the most of this feature, follow the step-by-step instructions outlined in this article.
- Open the Agent Portal and click the Search option at the top.
- In the global search tool popup used for searching, the following modules are displayed:
- Ticket
- Activity
- Users
- Contact Groups
- Knowledge Base
- Chat
When multiple words are entered in BoldDesk’s global search, the system performs a broad match that behaves like an OR search, returning results containing any of the keywords across searchable fields.
Global Search for Tickets
To use the global search for tickets, type the ticket ID or any search text in the search tab.
Check out this video for more details.
Global search for tickets provides an option to filter based on brand, category, and status. You can also search by subject, private message, and public message.
| Search In | Description |
|---|---|
| Subject | Results will display subjects containing the search key. |
| Private Message | Results will display the private messages containing the search key. |
| Public Message | Results will display the public messages containing the search key. |
You cannot search by ticket ID if a private/public message is selected.
Applying Filter Based on Brand, Category and Status
To apply filters based on brand, category, and status, follow the given steps:
- Select multiple brands for filtering by clicking on the dropdown menu. Also, you can search for a specific brand from the list of available options.
- Select multiple categories for filtering by clicking on the dropdown menu. Also, you can search for the required category from the list of available options.
- Select multiple statuses for filtering by clicking on the dropdown menu. Also, you can search for the required status from the list of available options.
- After selecting the required filter, the filtered tickets will be displayed below the filter in the popup.
Clearing the Filter
You can clear the applied filter by clicking the Clear button.
Global Search for Users
Similar to a ticket search, you can search by using either the user ID or the user’s name.
Agents and contacts can be displayed with pictures. Agents will have the brand logo as their display picture, while contacts will have alphabetic characters as their display pictures. You can separate them by selecting either the Contacts or Agents tab, or view all results together by clicking the All tab.
Similar to ticket search, you can search contact groups by using either the contact group ID or the group name.
Global Search for Knowledge Base
To find a Knowledge Base article, use the global search and select the Knowledge Base tab.
Global search for the Knowledge Base provides the option to filter articles based on brand and category. You can also search using the title, description, or both. Additionally, if multilingual support is enabled and the article is available in that language, you can filter results based on language.
Global Search for Activities
The activities can also be searched by using the type or status.
Advanced Search
If the global search does not yield the desired result, you have the option to view a complete list of the data.
Click the View all results option or press Enter to display all the search results.
You can also access Global Search with paging by clicking on More > Search.
You can search for different modules by selecting an option on the dropdown menu.
Searching Tickets in the Global Search Page
Similar to global search, you can filter the tickets based on brand, category, and status. You can also search for a subject, private message, and public message.
Clearing the Filter
You can clear the applied filter by clicking the Reset filter button.
Searching Users on the Global Search Page
Similar to searching for a ticket, you have the option to search for a user by using the user ID or name. Search results for both agents and contacts will be displayed. The brand logo will appear next to the agent’s name initials, while only the contact’s initials will be shown for the contact results.
Searching Contact Groups on the Global Search Page
Also, you have the option to search for contact groups using the contact group ID or group name.
Searching Knowledge Base on the Global Search Page
You can filter the knowledge base based on brand and category. You can also search using the title, description, or both.
Frequently Asked Questions (FAQs)
Q: Can I search multiple modules at once?
No. You must select one module at a time in the global search popup.
Q: Why can’t I search by ticket ID?
Ticket ID search is disabled when filtering by private or public message.
Q: How do I search for multilingual articles?
Enable language filters in the Knowledge Base tab if multilingual support is active.
Q: What happens when I press Enter in the search bar?
All matching results across the selected module are displayed.
