How to search

Membership-based search

Agents and administrators can search for tickets based on team memberships, meaning that an agent/administrator can only search for tickets that are unassigned, assigned to his/her team(s) or assigned to him/her personally.

Search terms

A search term can consist of a keyword, phrase, wildcard, multiple search criteria, or all of the above combined.

Multiple search criteria

Pureservice uses multiple search criteria, which allows you to perform a more detailed and accurate search. By using certain keywords, such as AND, OR, NOT, Pureservice can exclude less relevant results.

Tips for searching

In addition to regular search, Pureservice supports a number of special keywords and rules:

- Quotation marks (“”) will match exact keywords. (“Pureservice servicedesk”) will only match that exact word combination, and not: Pureservice is a servicedesk.
- Asterisk/wildcard ( * ) will match something that contains parts of other words. (Pure* ) will match both Pureservice and Puredesk, while (*service) will match both Pureservice and Selfservice.
- AND can be used to combine keywords. (“Ole Petter” AND Pureservice), will match everything that contains both “Ole Petter” and “Pureservice”).
- OR can be used in the same way as above, but will give results that contains either one or the other (we also add this by default between keywords – see the first line of “Custom rules” below).
- NOT can be used to exclude something (“Ole Petter” NOT Pureservice), will give results that contains “Ole Petter”, but doesn’t contain “Pureservice”).

Custom rules we have expanded the search with:

- We put OR between keywords: (Ole OR Petter).
- We put an asterisk / a wildcard (*) at the end of keywords so that the keyword “Pure” will match both “Pureservice” and “Puredesk”.
- Search results for ticket and change numbers will show the most relevant match at the top. A search for the number 13 will result in a ticket/change with ID 13 at the top and then the one with ID 1337 for example.
- There is weighting for different types of search results. Matches for ticket number, change number and name will be shown at the top, followed by username, email, telephone, company name, title/subject on FAQ and FAQ tags. All other matches beyond these are weighted equally.
- If the results are sorted by “Best match”, results will first be sorted by weighting, and then date (newest to oldest).