A few months ago, Zendesk modified search functionality to remove the "Advanced search" capability from the "simple search box". This change has made it more complicated for our agents and internal user to locate accounts via search, and I would like to see it added back. If you look at recent comments on this article (starting about 3 months ago with this comment, you will see that others were surprised by this change and share these concerns).
In our implementation, we frequently search by account numbers. Unfortunately, our account numbers and ticket numbers overlap, and, the Zendesk search functionality ALWAYS defaults a numeric match to a ticket...so, you get a ticket unrelated to the account you're looking for a significant amount of the time (and per Zendesk this default cannot be changed).
Because of this, when needing to search by account we used the advanced search inside the "simple search box" to prevent it from bringing up a ticket (this would send the user to the advanced search screen where they'd enter the account # and select the appropriate user or org record).
A few months ago, this functionality was removed from the "simple search box". Now in order to search by account via the "simple search box" we have to either
- enter the account number followed by "type:organization" or "type:user"
- enter the account number followed by a period or other character
I know the advanced search screen is available via the Add button, but, we don't like agents going to the add button so we don't consider that a great alternative. This has made something which was previously simple much more cumbersome for the agents/users, so I am hoping you will consider putting the functionality back.
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