Plan requirement
| Subscription | Any plan |
| Access | Agent |
Search with more filters than the standard search box offers. For agents who look things up constantly.
Use it
- Install the app and restrict it to the groups that need it.
- Open it from the agent interface.
- Build a search using the filters.
- Save the ones you repeat.
What it adds
Combining conditions without writing search syntax: status, group, date range, tags, custom fields. The same result as a well-written query, reachable by people who do not want to learn the syntax.
Who benefits
Agents who look up past tickets often: second line, escalations, anybody handling recurring customers. For somebody working a view all day, the standard search is enough.
A saved search is not a view
Views are shared, ordered work queues. A saved search is a lookup you repeat. Using a saved search where a view belongs means the work is not visible to anybody else.
Learn the search syntax anyway
The standard search box supports the same conditions typed directly, and typing is faster once you know it. The app is a route in rather than a replacement.
Restrict it
Agents who do not need it get another panel on their screen. This is a good example of an app worth installing for one group and not the account.
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