Now that you know how to use Search in Deskpro this page will outline how Searches are run in the helpdesk.

Deskpro's search is case insensitive. You can search using words, numbers, words containing punctuation, or phrases.

Partial Matches

You can search by entering a search term, the last search term is treated as a partial match unless it is suffixed with a space.

Searching for deskpro will match a ticket subject or message body with the word Deskpro, it will also match deskproduct, deskpromotion as the last word in the search is treated as a partial match.

Searching for deskpro with a space suffix, will only match deskpro it will not match any other partial word as the space terminates the term.

Hitting the enter key will add a space to the last term. The enter key is a trigger for treating the last word as a terminated term.

Multiple Terms

When searching for multiple terms, only the last term will be treated as a partial. Searching for deskpro company sup will match where all of the words appear in the same message and ticket subject. It will match deskpro is a super company for example. Again having a space suffix will cause the last word to be an exact match. deskpro company sup will not match the last example as sup does not appear.

It will not match where the words are used across multiple messages. If message A has the word giant and message B has the word help, the ticket will not be found using the search term help giant . Search across messages in the same ticket will be available in a future release.

Search works for words in any order.

Punctuation

Searching for a word with punctuation will search the whitespace separated index. Searching for desk:01234 will search for that term and partial matches. It will match Order no: desk:01234 and it will match Order no: desk:0123456789

If the term is terminated by a space or another term it will be treated as an exact match. In the example above, it will only match the first Order no: desk:01234 .

If the punctuated term is mixed with an unpunctuated term, it will not perform a partial match. deskpro se:01234 will not match deskpro se:012345 for example.

When a punctuated search is terminated it will not match where there is trailing punctuation in the subject or message. Using desk:01234 with a space suffix, will not match the following desk:000, desk:01234, desk:39393 as it is using the whitespace-separated index and it will not exactly match desk:01234, .

Some punctuation depending on the language will not be treated as above and will use the standard search index. The following examples apply:

• Name's apostrophes.

• un-related hyphens.

• (brackets) brackets.

• 12.01 decimals

A full list can be obtained from the Unicode Text Segmentation standard.

Phrases

You can quote a phrase to search for that phrase exactly. "Acme company" will search where that exact phrase appears in a ticket subject or message. It will match Acme company is not a real company . It will not match Acme is not a real company as that exact phrase does not appear.

Phrases will not match partially. Phrases also search the whitespace-separated index and will not match Acme company, what a great name for example. As company, is the expected match.

Entities and Fields

Below is a list of places we currently search:

Tickets

• Reference

• Subject

• Message Body

Articles

• Name/Title

News

• Name/Title

Files

• Name/Title

Guide Topics

• Name/Title

Community Topics

• Name/Title

Tasks

• Name/Title

Organization

• Name

• Email Domains

User

• Name

• Emails

• Phone Numbers*

*Phone numbers must be properly formatted for the users region or internationally