Search in this field is problematic for two reasons. I have received confirmation from our product managers that this field is set to truncate to the 8 most relevant organizations. Most of our clients use multiple products and therefor, are created as multiple client orgs (e.g., client name product name year). So, company ABC might have 12 client org names. Second, the search is "exact match" rather than "fuzzy match." With over 2500 clients it is not possible for our agents to know the name of each. If it was "fuzzy match" (search any text in the org name) rather than "exact match" (search only exact text only from the beginning) it would be much more simple to locate a specific client org. The number one reason we are switching from HEAT to ZENDESK is client org search capability and this is proving to be no improvement.
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