Find a ticket from a reply or a note

Find a ticket from a phrase in the thread. Search now reads replies and internal notes, along with the subject, the description, the customer’s name, and tags.

Open Search, or press ⌘K (Ctrl+K), and type the words you remember. Choose Search tickets for “…”. The list opens with a Search filter for that phrase. Every word has to appear on the ticket. One word can be in the subject and another in a reply or a note.

A small typo still matches the subject or the customer’s name. Accents are ignored, so café and cafe find the same tickets. Searching a ticket number or an email address returns that ticket. A different conversation that only mentions that number or address stays out of the results. Notes stay visible only to your team, and the list does not show their text, so open the ticket to read the match. On a very long ticket, search covers the newest messages.