The Search field of Freshservice is a one-stop-shop for almost anything you want to find on
Freshservice- right from KB solutions to Tickets, Admins to Agents, CIs to Problems, Changes,
Releases and even the notes added on them.
The universal search bar in Freshservice allows you to search across modules and get instant results. Whenever you type a keyword on the search bar, you will get results from the following modules:
You can either view all the search results as a single list or click on the respective labels (such as tickets, problems, agents, etc.) to filter the search results specific to those modules.
Agents can only search through the information to which they have been granted access. Let’s take an example where the agent has access for the ticket module. In that case, his search result will only include entries from the ticket module.
Now that we’ve got an overview about the search bar, let’s go in a little further and see how efficient it is.
Note: We’ve started rolling out the search improvements in phases. You’ll receive these search features during the upcoming weeks.
Pro Tip: Use the '/' key to start search.
Search with a full or part keyword
Sometimes you may remember a part of what you wanted to search, but you would be nowhere because you forgot the complete term or keyword that you want to search. In Freshservice, you can perform the search even if you know a part of the keyword.
Let’s take an example where you want to look for an asset with the serial number MDKR5672 and all you remember in mind was the number '5672'. In that case, you can search using the term “5672” and you will be able to see the asset and its relevant details.
Refine search results using filters
You can use filters to narrow down your search queries. Let’s take an example where you want to look for tickets that are created between a particular date range, say within the last 15 days. You can use the filters to display tickets created during the last 15 days.
Similarly you can use filter search results based on status, requester, groups, etc.
Get to where you want to go, faster. Quick search enables you to search within a particular module from the global search bar and see suggestions only from that module. This also include modules like agents and departments.
When you enter multiple keywords, Freshservice will list a bunch of results based on the following conditions:
The object(eg.ticket, assets etc) containing both the words in the same sentence.
The object(eg.ticket, assets etc) containing both the words in the object but in different sentences
The object(eg.ticket, assets etc) containing either one of the words
Let’s take an example where you search for the term “cookie jar” in the search bar. A ticket containing ‘The Panda broke the cookie jar’ will be at the top of the search results, followed by ‘The panda ate the cookie. Then it broke the jar’.
Search Tokenization (Partial Search)
If there is an asset called ACME6789-12FD, it will be tokenized as:
If you search with any of the above tokens, it will return that asset. You can also search for a keyword starting with any of these tokens (eg. 678, ACM). Though, it will not return this asset if you were to search for ME or ME67 or 2FD etc.
Partially searchable attributes in each module include:
Tickets, problem, release, change:
- display name
- asset tag
- serial number
- host name
- contract number
- contract name
- department name