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I want to search the tickets in service desk by giving the description as input. Could we do this ?

Soumya Subudhi
Soumya Subudhi
Contributor
July 6, 2020

I want my team people to search the ticket queue by giving the description. So it will help our team not to raise any extra ticket with the same problem/requirement that has been already addressed. It will also help them to see the solution already resolved with the same problem/requirement.

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Jack Brickey
Jack Brickey
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July 6, 2020

by "my team" do you mean Agents or Customers? Customers cannot search for existing tickets but agents could use the search box before opening an issue.

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Soumya Subudhi
Soumya Subudhi
Contributor
July 7, 2020

Hello @Jack Brickey 

Thanks, for you quick response !!

I am looking for both agents and customers, So that they can see old tickets by searching description input.

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Jack Brickey
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July 7, 2020

It would be a nice feature to allow the customer to use the search field to find existing issues I think. However, this is not available today. Note such a solution would need to be restricted by the sharing function that exists today.

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