The Smart search feature was somthing we were so excited to get, however is does not work at all. for example if i search “find tickets to do with laptops for customer X for this year” it returns tickets for everything except that customer and nothing to do with laptops. I have tried difrent ways to request such as “Customer X, Laptops, year 2024” still nothing usfull. How does one use this feature? does it even work?
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I’d reach out to support so they can have a look at your account to see what’s going on here.
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It definitely does not work properly. I have given up on contacting support it is just a waste of my time. The current not so “smart search” Typically does not return any matching results even for obvious existing keywords and phrases. My staff have given up on using it and say the old search everywhere returns better results. Another half-baked, incomplete feature that will probably never get fixed.
If I Hit enter on the same phrase or words multiple times, typically 3 to 5, eventually it will return some data, and if you do it a couple more times it returns even more data.
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Unfortunately, the Smart Ticket Search still can’t match simple keywords either.
It doesn’t honor word boundaries, so searching “Tom” finds EVERY ticket – because the email headers all contain “To” and so does “Tom”.
We IDed this with our CSM and a product manager on 9/3 (shortly after release), and they acknowledged it’s a problem to fix. I never heard back, so they’re presumably still figuring out how “smart” can do keywords.
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lol smart search
dyk: lol is short for laugh out loud, it also looks like someone drowning if you: ~ ~ lol ~ ~ haha. oh no! What I have done? Here! Take this:
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