We have built a ‘Refine Search’ filter bar in the Agent interface to enhance the functionality of the Ticket Search feature, which helps you to locate a specific ticket in the helpdesk. This advanced filtering ability will allow Agents to refine searches even further to perform highly specific ticket searches.

These are the filters you can now refine a Search by, or perform a Search against:

• Search: Ticket Author, Date Written, and Message Type

• Ticket Subject

• Attachment: File Name, File Content, and File Type

• Ticket Properties: Assigned Agent, Ticket Owner, and Labels