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How to search for keywords in agent comments
Publicado 18 de nov. de 2022
Hi! Does anyone know how to search through agent comments only? The Advanced Search doesn't work for this because it searches through absolutely everything in the ticket. We end up with too many false positives to wade through. We want to be able to find tickets with certain keywords agents are using.
Somehow connecting it with a trigger so these tickets are highlighted to the management team the moment the comment is made would be icing on the cake, but just finding them easily after the fact would be great. Thank you!
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Dave Dyson (gmail)
Hi Alex, the comments search keyword includes both agent and end-user comments, but I don't know of a way to limit search to just agent comments.
Might be worth creating a post in the Feedback - Ticketing System (Support) topic, using this template.
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Alex C
Oh! That actually solved my issue Dave Dyson (gmail), thank you! I just created a trigger to add a tag if ticket was updated, comment text included my keyword and if current user was an agent. Thank you for pushing me in the right direction!
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Dave Dyson (gmail)
Glad I could help, Alex!
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