Within Teamwork Desk you may need to search existing tickets for more information relating to the customers issue.
You can use the search option within Desk to do this.
Note: When searching, it will only search within four words of itself for a match. If no response is found in that space then no result will be shown. This is in place because with certain searches it could show all tickets in the results.
Search is located to the right of the Desk navigation bar:
Here are a few tips to help you hone in quickly on just the right tickets:
- Searching by ticket numbers is straight forward- just enter "#" followed by the ID in the search field and if you have an active ticket matching that ID then you should see that ticket right at the top of the results. Example: #142525 will find ticket 142525 (as long as you have access to it).
- Finding tickets by inbox, assigned to specific agents, by tags or statuses is available by selecting the options on the right hand side of the search screen. Using combinations of options, finding just what you are looking for is just a few clicks away.
For more information see: Search Options