The recent changes introduced to SupportBee’s search functionality makes it much more powerful than before. Now, you have the ability to search through tickets based on particular fields, using exact phrases and wildcards, using modifiers (like ‘AND’, ‘OR’), and so much more.
Here’s is a complete list of options that will help you in performing advanced searches within SupportBee. You can also take advantage of these enhancements from the API search endpoint.
Search by ticket fields
Here are examples for what you should input in the ‘Search’ field to search for tickets by specific ticket parameters.
Search by Subject
Subject: “Search phrase”
Message: “Search phrase”
By reply content
Replies: “Search phrase”
By comment content
Comments: “Search phrase”
Exact phrase search
You can also search for exact phrases by using quotes around your search phrase in the search field. For example, searching for
“Questions about your product”
will return all tickets which contain that exact phrase.
Search by ticket numbers
Though this feature was already available in SupportBee, it was disabled for a short while when the new search functionality was being implemented. Now, you can continue to search for tickets by the ticket number without glitches.
Using ‘AND’/ ’OR’ modifiers
Spaces between phrases are considered as ‘AND’ by default. However you have to explicitly use the ‘OR’ operand for ‘Either or’ searches. For example,
Subject: (questions OR trial)
will return all tickets with either the word ‘questions’ or ‘trial’ in the subject field of the ticket.
Now you can use wildcard(*) in ticket searches. For example, *@supportbee.com will return all tickets from Supportbee.com email id.
Also, the asterisk(*) can be used in searches to match the preceding pattern zero-or-more times. For example, the search
will return tickets that contain “inter”, “international”, “internet”, and so on.
We would like to thank Josue Montano for launching yet another important feature successfully. Please be on the look out for his post on the technical details of the Elasticsearch implementation in our Dev blog.