Search for tickets

Use the search field at the top of a ticket list in Workspace or Main Helpdesk to find tickets.

From a customer's Ticket List, select the search icon open the search field.

To search by ticket number, enter a ticket number and press Ctrl+Enter to open the matching ticket directly.

Full-text search is available in Ticket Lists and Archived Ticket Lists. Searches in other areas of MSP Manager return local results based only on the items currently visible in the list or widget.

Search tips

  • Start with part of a word

    You do not need to enter the full word. For example, licen finds license and licensing. acro finds Acrobat.

  • Add more words to narrow results

    Searching for outlook sync finds tickets that contain both words, even when they are not next to each other. Use two or three meaningful words instead of broad terms such as issue or update.

  • Use quotation marks for an exact phrase

    Search for "password reset" to find that exact phrase. Without quotation marks, password reset finds tickets containing both words anywhere in the ticket.

  • Search by ticket number

    Enter 891 or #891. Matching starts at the beginning of the ticket number. For example, 891 finds 891 and 8912, but not 1891. Use the beginning of the ticket number when possible.

  • Search by people or company names

    Search for customer names, contract names, project names, contact names, or assignee names. This is useful when the ticket title does not contain the company name.

  • Combine search with filters

    Status, Customer, Project, and Assignee filters apply on top of your search terms. If a ticket you expect isn’t appearing, check whether an active filter is excluding it.

  • Use distinctive search terms

    Asset tags, error codes, application names, and site names typically return more accurate results than short, generic words.

  • Do not rely on punctuation

    Characters such as !, (, ), *, and ? are ignored during normal word searches. Enter the words you want to find, and use quotation marks only for exact phrases.

What do you want to do?