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Search - Text of Support Tickets

Jonathan shared this idea 8 years ago
Under Consideration

We need the ability to search the text of support tickets. I have a client I was talking to about a week days ago about an email issue with Verizon. I can't remember who the client was now but I have an answer, and if I could just search the text of support tickets for "verizon" his ticket would come up instantly. Now I have to go through a ton of tickets trying to find it.

Comments (8)

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Hello Jonathan,

While I do like the idea, it does pose a problem when you have thousands and thousands of tickets, and multiple support staff. Allowing that ability when the database & company has grown could literally cripple the installation beyond use until the query either completes, or is killed.

That being said, let's see how the community feels ;)

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I am a fan of this, it's a great first step towards helping us unlock the wealth of hidden data we have all put into our replies.

We were recently playing with HelpDesk Pilot to see what kind of features from there we would post to the WHMCS team for inclusion / consideration. We love having billing and support all in one easy to use interface, but the ticket platform continues to lag behind in new features.

Anyways, one of the coolest features was the search. It was flawless and allowed is to quickly find information in our test environment.

They perform the search against ticket status, and maybe that helps reduce the query load.

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Also, maybe a timeframe restrsiction would help here. Ie Search tickets in the last week, month, 2 months, etc.

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This is a very important feature, since it also will allow staff to search past tickets to look for a similar support issue to the one being opened. And agreed if search is limited to a certain timeframe, or perhaps elasticsearch or something similar is integrated it will not have load issues. Just needs some sort of search index.

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This is a very important feature as it would allow support staff to search past tickets for similar issues to the one currently open. Load should not be an issue if a search index is used or something like elasticsearch is integrated.

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+1 for this

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I agree, i cant count how many times i wanted to search a keyword in a ticket reply (not the first message in the ticket like now) but you are right for a huge ticket database it would be a problem. So I propose offering some kind of limitation to the search that limited the db burden but not the capability like limiting to searching a 30 day range. Allow any 30 day range to be selected. Even better let the user limit it how they see fit and show a message if it hits x records being searched where x is the point where a performance issue would be hit. Then I can search 1 year of i have a small db, or even if I have a big db i can search a client for a year instead of all clients for a month. Or limit by partial email address. I would rather a friendly message "Search result too large please use the search parameters refine the search more." then not have the ability at all.

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Dear WHMCS - Google has just announced that in future gmail emails will only have the original email be searchable, because there may be thousands of emails, replies will no longer be searched.

Wikipedia has also announced that wiki articles will only have the summary searchable. With so many articles and so much content, why would anyone want to search all that?

WHMCS, can you please tweak the forums so that only the original question is searchable. With so many replies, why on earth is all that information searchable? Also, it should be consistent with WHMCS itself.

And that, is how ridiculous the whole idea of non-searchable ticket replies is.

FWIW, it should not be up to how a tiny representation of users votes (we are not a "community". In a community WHMCS would care about a glaring deficiency).