Search for Tickets
Table of Contents
Syncro provides multiple ways to search for Tickets: the Full Ticket Search panel for cross-ticket discovery, and the page-specific search bar on the Tickets page for targeted filtering within your ticket list.
Overview
Both search tools draw from the same search engine, which indexes nearly every attribute across the ticket lifecycle. Whether you're tracing a recurring hardware issue, surfacing a troubleshooting step buried in a comment, or locating a ticket by Organization name, both tools query the same underlying data.
The right tool depends on your starting point. Use Full Ticket Search when you want to find a ticket from anywhere in Syncro, explore related tickets while you're already working one, or recall a recent search. Use the Tickets page search when you're already viewing your ticket list and want to narrow it down to a specific attribute.
For step-by-step instructions, see Use Full Ticket Search and Search Tickets from the Tickets Page.
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Key Components
Before comparing your search against any Ticket, the engine processes your query. The sections below explain what the engine indexes, how it evaluates a match, and how it ranks results.
Indexed Fields
The search engine indexes the following data across all Tickets:
- Ticket ID, Subject, Status, Priority, and Ticket Type
- All public and private Ticket comments and notes, including the author and Technician name
- Labor Log notes and Technician-entered descriptions
- Asset names and serial numbers linked to the Ticket
- Organization name, End User name, and assigned Technician name
- Custom Field names and values
- Worksheet template names, question text, and answer values
- Tag names
How Search Matches Work
The search engine processes your query before comparing it against any Ticket. How it evaluates a match depends on whether you typed one word or several.
The engine searches for the word as typed, then widens slightly to catch spelling variations. How wide depends on word length:
- 1–3 characters: exact match only. Short strings are too common to expand safely ("IT", "PC").
- 4–5 characters: 1-character variation allowed. Catches typos and close variants ("Win11" also finds "Win10").
- 6+ characters: up to 2-character variations allowed. Allows partial typing of longer names ("chambe" finds "Chambers").
- Pure numbers: exact match only. "4521" will not find "4511".
Regardless of word length, the first character must always match exactly.
When your search contains multiple words, the engine evaluates each word independently using the tolerances above, then scores how concentrated the words are across the Ticket. Tickets where all words appear in the same field score higher than tickets where the words are scattered across different fields. For details on how this affects ranking, see How Results Are Sorted.
How Results Are Sorted
When no column sort is applied, results are ordered by relevance. The engine assigns each matching Ticket a confidence score based on where the match occurred.
Matches are ranked in this order, from highest to lowest confidence:
- Exact Ticket number: The strongest possible signal. That Ticket almost always appears first.
- Verbatim phrase: Your exact multi-word phrase appears word-for-word in a single field. The Ticket jumps to the front because a verbatim phrase match simultaneously satisfies every concentration condition—the words are in the same field, adjacent, and in order.
- All words in one field: Every search word appears in the same field but not as an exact phrase. High-confidence match, ranks just below verbatim phrase results.
- Words spread across fields: Each word appears somewhere in the Ticket but in different fields or separate comment entries. Valid match, but ranked below more concentrated results.
Subject and Description matches rank above matches in comment bodies or Labor Log notes. Within comments, a match in a short, focused comment ranks above the same word appearing once in a long comment thread.
Use Cases
Ticket Search supports several common workflows:
- Identify repeat failures by searching a serial number to pull a unit's complete service history and determine whether an issue is recurring.
- Surface troubleshooting steps shared in a private comment without needing to remember a Ticket number.
- Locate all Tickets for a specific Organization or End User by searching their name or email address.
- Find a specific Labor Log entry by searching for a keyword from the note description.
Best Practices
To get the most precise results from Ticket Search, keep these practices in mind:
- Search by serial number rather than by symptom when diagnosing hardware issues; serial numbers return a complete service history across all Tickets for that device.
- Use subject-specific filtering on the Tickets page to find unique strings while bypassing incidental mentions in comments or Labor Logs.
- When working an active Ticket, click Full Ticket Search while viewing the Ticket Details Page; Syncro lists recent tickets from the same Organization before you type anything.
Notes
- Communications in search results respect user permissions; you will only see data you are authorized to view.
- Recent edits to Tickets may take a moment to appear in search results.
- If a Ticket appears in results but the matching content isn't immediately visible, the match is in a collapsed section. Expand the Communications, Worksheets, Ticket Timer, or Custom Fields widgets on the Ticket Details Page to reveal it. Labor Log notes, Worksheet answers, and long comment threads are fully indexed but collapsed by default.
About the Full Ticket Search Panel
This topic describes the layout and result sections of the Full Ticket Search panel.
Overview
The Full Ticket Search panel opens as a right-side panel and is accessible from anywhere in Syncro. The sections that appear depend on where you launched the search.
Key Components
Result Sections
The Full Ticket Search panel may display the following sections:
- Search Results: Tickets that match what you typed in the search field, or the results of a clicked Recent Search. Results appear in order of relevance, from most to least similar.
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Recent Searches: Your last three searches from the current browser session. Click any entry to re-run the search.
Note: Closing the panel clears your current search criteria but preserves your Recent Searches history for the session. - Recent Tickets from [Organization Name]: Up to 10 other Tickets connected to the same Organization as the Ticket you're viewing, listed from newest to oldest. This section appears only when you open Full Ticket Search from a Ticket Details Page.
Result Cards
Each individual result in the Search Results section displays a snapshot of the Ticket:
- Ticket number and Subject (for example, "4530" and "Remote Desktop Access Issue")
- Date (for example, Jul 15); if the Ticket is from a prior year, the year also appears
- Organization name (for example, Axe Capital)
- A one-line preview of a comment (for example, "Can't connect to Krista work computer via remote desktop.")
Result Controls
Use these controls to manage the panel or open a Ticket:
- Click the X in the upper right corner to close the Full Ticket Search.
- Click "View More" to see up to 10 results per section, or "View Less" to return to the top three.
- Click any result to open the Ticket Details Page.
- Ctrl/Cmd+click (or middle-click) any result to open the Ticket in a new browser tab.
Related Tasks
For step-by-step instructions, see Use Full Ticket Search.
Use Full Ticket Search
Use this procedure to search for Tickets using the Full Ticket Search panel.
Steps
- To open the Full Ticket Search panel, click Full Ticket Search in the primary navigation bar.
The Full Ticket Search panel opens on the right side of the screen.
Tip: Click Full Ticket Search while viewing a Ticket Details Page to get relevant results without typing anything:
- Type your search criteria into the search field, then press Enter. The Search Results section always displays; Recent Tickets may also display.
- To view an individual Ticket, click its result card:
After You Finish
To learn about the result sections and controls in the panel, see About the Full Ticket Search Panel.
About the Ticket Page-Specific Search
This topic describes the search bar available on the Tickets page and how it differs from Full Ticket Search.
Overview
The Tickets page includes a dedicated search bar. Unlike Full Ticket Search, which searches across your entire Ticket history, this search bar searches the Tickets currently visible in your list. It's suited for targeted lookups when you already know the attribute you want to match.
The Ticket page-specific search provides an optional field selector that lets you restrict your search to a specific Ticket attribute (such as Subject or Organization name) to avoid irrelevant matches in comments or Labor Logs.
Key Components
Search Bar
The search bar appears as a magnifying glass icon in the action bar on the Tickets page:
Hover over the icon to expand the search field:
Field Selector
An optional dropdown selector to the left of the search field lets you restrict the search to a specific attribute. Use this to find exact matches (for example, a Ticket with a specific Subject) while ignoring mentions of the same term in comments or Labor Logs.
Search History
The search bar remembers your previous entries the next time you search. Hover over a specific entry and click the X that appears to remove it from the list:
Notes
- The search field accepts up to 40 characters.
- Recent edits to Tickets may take a moment to appear in results.
Related Tasks
For step-by-step instructions, see Search Tickets from the Tickets Page. For a description of each field in the dropdown selector, see Ticket Page-Specific Search Field Options.
Search Tickets from the Tickets Page
Use this procedure to search for Tickets from the Tickets page using the page-specific search bar.
Steps
- Navigate to the Tickets page.
- In the action bar, hover over the magnifying glass icon. The search field appears:
- If you want to restrict the search to a specific attribute, click the dropdown selector to the left of the search field and select a field:
- Type your search criteria into the search field, then press Enter.
Result
The Tickets table updates to show only Tickets matching your search criteria.
After You Finish
To redisplay the full list of Tickets, select all characters in the search field, delete them, then press Enter.
For a description of each field in the dropdown selector, see Ticket Page-Specific Search Field Options.
Ticket Page-Specific Search Field Options
Use this reference to identify the available fields in the Ticket page-specific search dropdown selector and what each one searches.
| Field | Searches |
|---|---|
| All Fields | All indexed Ticket data, including the fields below. This is the default. |
| Subject | The Ticket subject line, or title. |
| Organizations | The customer Organization name associated with the Ticket. |
| End Users | The End User name associated with the Ticket. |
| Assets | Asset Names and Serial Numbers of the Assets associated with the Tickets. |