We are working on improving Search which includes the below mentioned enhancements:
Search with part of a name - You don't have to remember the exact word to search for it, for example, If there is an asset named MDKR5672, you can look for this asset by searching for ‘5672’ (note: '567' will not return this). Or you could type 'smith' if you are looking for firstname.lastname@example.org.
Are the search enhancements only affecting the agent side (as opposed to enhancements for requester search)?
Some of the enhancements are applicable to the requester portal as well:
1. Search with part of a name - You don't have to remember the exact word to search for it, for example, If there is a ticket you raised that has the word 'work station WS1107', you can look for this ticket by searching for ‘1107’ (note: '110' will not return this).
2. Better Search Results - Moving to a newer version of ElasticSearch gives more relevant results to your search queries.
You could also let me know the pain points you face in requester search. We can add to the backlog.
UPDATE: We have started rolling out these enhancements in a phased manner. Over the period of next three weeks, all accounts will see the new enhancements.
any update on this, it has been 3 weeks but our instance of fresh does not have this feature yet.
Sorry for the delay. It is now available for all accounts.
Perhaps an good idea to mention this in the whats new in Freshservice notification center as well?
In my opinion, the search feature is wholly inadequate. When typing something into the search bar, what does it use to find its results?
I have an IP address field for equipment and I cannot search for it, so I can't find my assets by IP address which for a system that primarily functions as a helpdesk isn't too bad, but this is supposed to be a full asset management suite.
If I can't search for IP address, I doubt I can search for any other identifiable information either apart from Name/Asset Tag?
I quite agree. The self service portal search is quite un-intuitive from an end user perspective.
Why do the search results only include articles which contain ALL search terms? This relies entirely on the end user knowing the content of the solution in order to find it, which impedes our driving Users towards self service. Users will attempt to search as they do in Google and expect similar results behaviour.
Also, why are common words (e.g. and, its, the, not etc.) included in search terms? This yields many irreelevant results.
Are there plans for the main search bar to also search across service catalog items? Seems a bit odd for it to only search across solutions and tickets, and then for the user to have to then navigate into the service catalog and re-query