I want to search the tickets in service desk by giving the description as input. Could we do this ?

[Soumya Subudhi]

I want my team people to search the ticket queue by giving the description. So it will help our team not to raise any extra ticket with the same problem/requirement that has been already addressed. It will also help them to see the solution already resolved with the same problem/requirement.

[Jack Brickey · Accepted solution]

by "my team" do you mean Agents or Customers? Customers cannot search for existing tickets but agents could use the search box before opening an issue.

[Soumya Subudhi]

Hello @Jack Brickey 

Thanks, for you quick response !!

I am looking for both agents and customers, So that they can see old tickets by searching description input.

[Jack Brickey]

It would be a nice feature to allow the customer to use the search field to find existing issues I think. However, this is not available today. Note such a solution would need to be restricted by the sharing function that exists today.