Within Teamwork Desk, you can use the site-level search to find existing tickets on your site.

When you click into the search field, located in the top right of your site, a dropdown will open. As you start typing a search term into the search field, the quick search will return results in the dropdown.

The exact phrase you enter will be searched in both the subject and the body of tickets.

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By default, it will search across all supported item types for matches to your search term (tickets, companies, customers, help docs). You can also refine your search to Search Tickets only, before entering your search term. The quick search will then return the top five ticket matches.

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When searching for tickets:

  • 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.
    • Note: Partial matches will not return any results.
  • You can search by ticket numbers by entering '#' followed by the ID in the search field. If you have an active ticket matching that ID then it should appear in the results.
    • Example: #142525 will find ticket 142525 (as long as you have access to it).
  • You can run a search for any alpha-numeric combination from the search bar. If it is in the body or subject of a note or reply, it will be returned in the results.

If you click the Advanced Search option at the bottom of the search dropdown or press Enter or Return on your keyboard, you will be directed to the advanced search area where you can view all matching results in the Tickets tab.

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Filtering results

You can refine your search results further by using the filters pane on the right. The available filter options will vary depending on the subsection of the results you are currently viewing.

In the Tickets tab, you can filter the ticket results based on a range of ticket properties such as creation date, inbox, agent, tags, and priority.

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For more information, see: Using Filters in Search