Search for Notes

Click on the [Find] button in the main toolbar to open the finder tool.

Click on the [Notes] tab to search for personal or shared notes.

1. If you would like to search for notes from a particular ticketbox or personal folder, to which you have access to, click on the [...] button, to select the folder to search in.


2. Tick the checkbox if you wish to search for subfolders of the selected ticketbox.


3. Click on this [X] button to clear the selection.


4. Click on the Folder icon to select the current folder, in the workspace, the agent is in.

Search for Notes Containing Certain Words/Phrases in the Subject/Body Fields

Click on the [...] buttons to search using phrases or words in the subject or body of a note. The "Full Text Search" dialog will appear, specify your search criteria here. The following steps further explain how the text search dialog works.

Full Text Search - Simple Tab

Agents need to type a key word(s) to search for notes containing the key word(s). For example, as shown in the image above, "test" is the keyword used to search for a note with this word in the subject header. Click [Ok], to confirm search criteria.

Zoom

Click [Preview] to generate search result. All notes with subjects containing the word "test" will be displayed.

Full Text Search - Advanced Tab

If you wish to narrow down the search results, you may search using advanced search.

With all of the words - Searches and displays notes that contain all the words typed here.
With exact phrase - Searches and displays notes that contain the exact phrase typed here.
With at least one of the words - Multiple words can be entered, notes that contain any one of these words will be displayed in the search results.
Without the words - Searches the body of notes that do not contain these words.

Date & Time Option : Date & Time

Specify the date range of the notes you wish to view. The dropdown calendar is used for selecting the dates in each field.

In the [From date:] and [To date:] fields you may specific date and time ranges, number of hours back from the current time or the number of days/weeks/months ago from the current date.

Date & Time Option: Several Hours Back

To filter notes for the current date, you may use the [Several hours back] filtering option. Specify the number of hours you want to go back on the current date, in the highlighted field.

Date & Time Option: Yesterday, Last Week etc.

You may also specify by number of days, weeks or months ago

Save Search Results for Notes

Clicking on the dropdown displays the list of previously saved search results. Clicking on [Last Search] displays the fields that were filled in, in the previous search.

To save a new search result, clear the textbox, click on [Save As] to save your search results.
To permanently remove saved search result, first select the saved item from the list, then click the [Delete] button to remove search results.
To update previously saved search results, select the results you wish to update from the dropdown list. Make the changes that you wish in the various search criteria, then click on [Save As]. A popup will prompt you to confirm the changes.