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How to Use Global Search in Agent Portal

Updated on : August 30, 2022

To use the global search, follow the steps below:

  1. Navigate through the Admin Centre.
  2. Click on Search on the top of each module’s page.
Search Tab
Search Tab
  1. You can search on three search options: Ticket, Users, and Contact Group by using the down arrow in global search.
Ticket Search Module
Ticket Search Module

Global search for tickets

To use the global search for tickets, follow the steps below:

  1. Navigate through the Admin Centre.
  2. Search for the ticket by typing the ticket ID or any search text in the search tab.
Global Search Module
Global Search Module

Note: Global search for tickets provides option to filter based on Brand, Category and Status. You can also search in Messages or Subject or both Messages and Subject

Applying filter based on Brand, Category and Status

To apply filters based on brand, category, and subject, follow the steps below:

  1. Select multiple brands for filtering by clicking on the dropdown menu. It also provides support to search the brand from list of brands available.
Multiple Brand Dropdown Menu
Multiple Brand Dropdown Menu
  1. Select multiple categories for filtering by clicking on the dropdown menu. It also provides support to search the required category from list of categories available.
Multiple Filtering Dropdown Menu
Multiple Filtering Dropdown Menu
  1. Select multiple status for filtering by clicking on the dropdown menu. It also provides support to search the required status from list of status available.
Multiple Status Filtering Dropdown
Multiple Status Filtering Dropdown
  1. By selecting the required filter, click the Apply button to apply the filter for searching tickets.
Apply Option
Apply Option
  1. If the filter is applied, then there will be a red dot displayed on the filter icon.
Filter Icon
Filter Icon

Clearing the filter

You can clear the applied filter by clicking on the Clear button.

Clear Filter Dialog
Clear Filter Dialog

Global search for users

Like ticket search, you can search by using the user  ID or the name.

Global Ticket Search Module
Global Ticket Search Module

Agent and contact can be display picture. Agent will be having the brand logo while the contacts will be having alphabetic characters as display picture.

Agent and Contact Display
Agent and Contact Display

Global search for contact groups

Like in ticket search, the contact groups can be searched by using the contact group ID or the name.

Global Contact Group Search Module
Global Contact Group Search Module

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