When an agent is submitting or updating a ticket and wants to edit the Category form field, he or she has to select the first first option before selecting the second option, and then the third option. The agent needs to know where every item "lives' within this hierarchy. However, if search worked throughout the entire hierarchy, it would make it a lot easier and quicker to submit tickets.
For example, in the attached picture, I need to know that Word lives under "Applications and Software" and then under "Microsoft Office". I should be able to start at the top and just search "Word' and Freshservice should fill in the entire hierarchy.