When you open a ticket and wants to change the agent, that dropdown filed is not searchable. You can only scroll in that list.
In other places in Freshservice it is, for example when you create a new ticket.
Is that something that can be changed?
We display a search box inside the Agents drop-down field when the agent count in your helpdesk exceeds 10. This search box will be visible across all modules where you have the option to assign agents.
If the agent count is less than 10 including full-time & occasional, it is efficient and optimizing to simply have a scroll bar to select the values from the drop-down.
We hope that clarifies your query. Cheers!