Use the Tickets Search application under the Interactions Hub to search for tickets imported via CRM Ticketing.
This feature is available if you have the CRM Ticketing license and have toggled on the Search & Playback > Search> Search Tickets Search Tickets .
For more information see CRM Ticketing.
In the Ticket Search Results you can:
- Customize the Search Results Fields that display
- View Tickets and the ticket information in the View Ticket window.
- Perform an Evaluating and Calibrating Tickets.
Search by Defining a Query
- Click the app selector
and select Interactions Hub. -
Select the Tickets Search tab.
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Use the search box to search for a ticket by ID, name or text.
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You can click +Add Criteria to include additional criteria to refine the search.
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Click Search. Matching tickets are displayed in the Search Results page.
Search tips
- For searching on ticket fields in the free text search:
- For the assigned agent name, assigned team name, first reply agent, first reply team and subject fields, you can enter a part of the word (two characters or more) of the word that you are searching for.
- For ID and External Ticket ID fields you must search by exact text including all characters and numbers.
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Search for an exact match: Put a word or phrase inside single 'quotation marks'.
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Include all words from your search: Put AND or a space between each word you want to include.
- Combine terms: Put OR between each word in your search.
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Exclude words: Put NOT or a minus sign to exclude words.
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Group terms: When using more than one type of operator, put parentheses around the words you want to group, such as AND and OR.
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Search for wildcards or unknown words: Put an asterisk in the word or phrase to leave a placeholder.
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Use of special characters: These characters and symbols should not appear in your search phrase unless in single quotation marks:
= & |> < { } [ ] ^ ~ ? : \ /_"
Search criteria
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Ticket ID
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External ID
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Agent criteria:
Criteria
Description
Assigned Agent Name of the assigned agent Assigned Team Team name of the assigned agent First Reply Agent The agent who provided the first response on the ticket First Reply Team
The team of the agent who provided the first response on the ticket - Time criteria:
Criteria
Description
Start Time
When the ticket was first created Close Time
When ticket was marked as closed in the source platform Update Time
The last time any changes were made to the ticket Resolve Time
When the ticket was first solved - Direction
- Priority
- Status