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
Agents can only create searches for themselves. They are not able to create global or team searches.
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:
What you want to search e.g. all tickets created by an organization
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' copySo 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:
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