Customer Portal Filters

Question

Hi,

I was wondering if there is a possibility of adding another "filter field" in the Help Center of a Service Desk project. I attach an image below.

Im trying to look for a specific ticket that contains a specific number "92934" and when I put the number in Request contains, there are no requests found. Is there a specific way of putting the information in that field? with " " or any other symbol? If not, is there a way of adding a custom field to look for the exact information I want?

Thank you

Alejandra

Alejandra González_3slbgi · Answer

Hi @Peter Bengov

I have an slack integration and when I created the new automation rule for the ID, the notifications through slack have been triplicated. Is there a way of fixing this?

Peter Bengov · Answer

If you have a list of these customer IDs and OK. with the customer to see them - you can add an automation rule or a workflow post function to add the customer ID to the summary (edit the summary to something like: + . Identifying the actual ID can be based on customer organization, if you use this feature.

Alejandra González_3slbgi · Answer

Hi @Peter Bengov ,

And is there a way of adding in the Summary field this Keyword? Lets say I have and specific/internal company ID for each ticket (its a field they will have to fill). Is there a way of adding it to the Summary field?

Is this is not possible, Is its possible to add this specific keyword on the subject of the customer notification when issue is created? next to the ticket ID and Summary (attach image below)

Thank you