Requests | Blesta

Requests

Search content of tickets

Alk shared this idea 1 year ago
Under Consideration

I would greatly value the ability to search the content of tickets.

You see, I can't quite believe that no one has suggested this yet for Blesta or WHMCS...but I want to search the content of tickets and I can't. I've taken a look at WHMCS and you can't do it with WHMCS either. Yet, it is a pretty standard feature of helpdesk software (of which I have used many). Customers never subject title their emails correctly (if at all!) and often talk about multiple issues under one ticket (which often has a vague subject line which doesn't cover it). Therefore, the need to search the messages of tickets is a must in my eyes and if it were achievable, would be a plus point for Blesta.

It is possible that this hasn't been developed already because of the strain? to search ticket content, but if other software can achieve it...surely Blesta can too?

Comments (4)

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It does seem like only the summary is searched. I presume this was done because searching all of the replies is time consuming, however it's certainly possible... we could search replies, and notes, and it's probably worth at least benchmarking to determine the impact. Besides, it's more acceptable to make the user wait longer when doing a specific search, ie a search on tickets only.

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Maybe an advanced search menu where we can choose to search only on title and/or also on content.

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@Paul Yes, my suggestion is only for when "Search Tickets" is selected in the top-right Admin search box, as the Admin has selected to perform this type of search. In fact, you could go so far as having a secondary pop-up tick box for "search content" for more granularity to the "Search Tickets" option. Thereby, the Admin has explicitly acknowledged to search the contents of tickets.

"Smart Search" remains as it is...searching "lightly" and is quick in it's results.