Question: Easy way to search tickets by partial account description?

[fabrizio.dicesare]

Hi all,

we have a lot of closed tickets and we would like a way to easily find them by using a partial account description or company name (Tech rec. id: FLDCRDFULLNAME or FLDCRDCOMPANY).
By now, we managed to do this only by using a custom report, but it is fairly complicated to use and we would like to achieve it in the ticket section.
We tried different strategies in vain (e.g. use filters).

Does anyone have any advice for us about it?

Thanks,

Fabrizio

[Support Team]

Thank you for asking. Have you tried using the Table Search feature? Please view the Tickets list, right click above it and under Table Options select the Table Search option. A text-search window will open and it will allow you to search the list of tickets by text, even of partial words. Also, you can click the Options button of that window in order to select the columns you want to search in (By default it searches in all of the displayed columns).

For what it worth, this Text Search feature exists for any other list, for example in Accounts, Assets, Opportunities, Contracts, etc.

Hope this helps.

[fabrizio.dicesare]

Thanks a lot for your answer.
By using the table search, as you suggested, we can jump between table rows and find the desired results one by one.
Is there a way to filter the results, so that we get a list containing only the desired results and we can see them all at once?

Thanks again,

Fabrizio

[Support Team]

It indeed scans the list and jumps to the relevant record and indeed it does not filter the list like a filter.
You mentioned that you get the desired information by generating Tickets report - we assume that you used advanced filtering option that is available in reports and applied the filter for Ticket Account name with "Includes" condition. For what it worth - a similar advanced feature will be supported in the Tickets window in our next release!

Hope this help.

[fabrizio.dicesare]

Thanks again, we will use the text search feature.
Also we look forward to seeing your next release ;)

[fabrizio.dicesare]

Talking about you're next release, we would like to have this feature in it: the "Text" field in the ticket section should search inside the "File as" field of the ticket's account too. Do you think it could be feasible?

Thanks again

[Support Team]

Our next version, RangerMSP 10, has just started Beta so it is too late for this one, however, it'll be considered for future versions. For what it worth, version 10 does include some nice search enhancements that you'll benefit from including for such searches.

Hope this helps.