Using the Ticket Quick Search

Use the Quick Search window to find information related to the caller when creating a ticket or locating an existing ticket.

To use the Ticket Quick Search:

  1. Click Tickets in the navigation pane. The Tickets list page is displayed.
  2. Select Quick Search from the Quick Add menu.
  3. Specify this information related to the caller:
    First Name
    The first name of the account.
    Last Name
    The last name of the account.
    Account
    The name of the account.
    Email
    The email address of the account.
    Phone Number
    The phone number of the account.
    Ticket Number
    The unique number of the ticket.
    Address
    The address of the account.
    City
    The city in which tickets are enabled.
    State
    The state in which tickets are enabled.
    Postal Code
    The postal code of the account holder.
    Country
    The country from where the account holder.
  4. Click Submit.
    The Quick Search Results window displays matching records in these grids:
    • Account
    • Contact
    • Lead
    • Account
  5. Click Get More Rows to display more matching records in the grid.
  6. Click Clear corresponding to the search criteria you require to clear.
  7. Click the the required record to select a matching record.
    Account
    The Add Ticket window displays information related to the selected account.
    Contact
    The Add Ticket window displays information related to the selected contact.
    Lead
    The Add Ticket window displays information related to the selected lead.
    Ticket ID
    If the selected ticket is not closed, the Ticket details page is displayed.
    Note:  If the selected ticket selected is closed, the Add Ticket window is displayed with the information related to the selected ticket.
  8. Select Ticketoption from the Add menu if matches are not found.

    The Add Ticket window is displayed with the Account, Contact, First Name, Last Name, Phone Number, and email fields defaulted with any information from the Quick Search.

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