Searches can be created through the admin or agent interfaces.

As an admin go into the admin interface and then under each of the apps where searches are available you'll find a section on them:

The specific location for each of the apps is:

• Tickets: Business Rules > Ticket Searches

• Users: CRM > Searches > User Searches

• Organizations: CRM > Searches > Organization Searches

• Articles: Help Center > Knowledgebase > Searches

• News: Help Center > News > Searches

• Files: Help Center > Files > Searches

• Community: Help Center > Community > Searches

If we navigate to any of these areas we'll see an overview of the searches currently in the system.

Here's tickets:

To add a new search click the + New button on the far right.

This will open up a drawer where we can add our search details:

Search Requirements

Each search you create will require three elements:

Title

The search will be displayed across the Helpdesk in both admin and agent interfaces with this title.

Permission

An admin has the option to give one of three levels of permission to a search:

• Global - the search will show for all agents.

• Teams - the search will show for agents in a specific team.

• Agent - the search will show for a specific agent

Search Query

The Search query defines the objects that will show in our search.

This is covered in much more detail in the Using FQL section.

At the most basic level though you will need to define:

1. What you want to search e.g. all tickets created by an organization

2. Specify the parameters for that search e.g. tickets created specifically by organizations with the name Deskpro

In this instance our search would look like:

organization.name = 'Deskpro'
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So we are specifying we want to search the organization the ticket is associated with.

Then specifying an argument with the '=' operator as to what that organization should be.

As we are creating our search under ticket saved searches this will return just tickets that fit the criteria.

Saving the search

Once we've added values for our three required fields we can hit save and the save will be added to our list in the admin area:

It will also now be visible to any agent we have given permission to for it in the Searches section in the agent interface: