Searching tickets
When you need a specific ticket — or every ticket about a topic — search gets you there without building a view.
Quick search
Open the search palette from the top bar and start typing. It finds tickets by subject, requester, and content, so you can jump straight to the one you have in mind.
Natural-language search
You don’t have to think in filters. Describe what you’re looking for in plain language — “refund requests from last week still open” or “angry customers about shipping” — and Helpdesk interprets the intent and returns the matching tickets. It’s the fastest way to answer a question that doesn’t map neatly onto a saved view.
Search vs. views
- Search is for a one-off question — find something now.
- Views are for the lists your team works every day — save the filter once and return to it.
When a search turns into something you run often, turn it into a view.