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Search / Filter options for non-agent users

pvdlageweg 4 months ago in Widgets • updated by Vladimir Mullagaliyev (co-founder) 4 months ago 5

Hello,


I was wondering if there is a possibility to expand the search options for non-agents.

An agent in User Echo has the possibility to use a Filter which enables this user to search and sort on different fields


For a regular user there are no such filter settings to expand the search option.


Am I missing something here or is this really not possible for non-agent users?

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Answered

Hello,


We believe all these features actually do not need for regular users. The regular user need a result by 2-3 words. that's it. The same like they do in any other search engines (Google, Yahoo, etc). The regular search uses another algorithm and shows relevant results first. 

Support agents need that feature to find some specific topic or ticket. 


Regular users use search to find answer on their question. If they want to find their specific topic they are available in the user's profile.

Answer
Answered

Hello,


We believe all these features actually do not need for regular users. The regular user need a result by 2-3 words. that's it. The same like they do in any other search engines (Google, Yahoo, etc). The regular search uses another algorithm and shows relevant results first. 

Support agents need that feature to find some specific topic or ticket. 


Regular users use search to find answer on their question. If they want to find their specific topic they are available in the user's profile.

I see that for 90% of the cases that would fit, but our 'regular' users that's not enough.


We use User Echo for our support ticketing, where we receive tickets from 1 partner that handles tickets from their customers. Now the partner would like to be able to search on tickets per customer. So for example the partner has three customers:

  • Customer X
  • Customer Y
  • Customer Z

And now they want to see only the tickets for customer X, since it's not possible to search on tags or custom fields this is not really an option. Another option would be to add all their customer names to the title of the ticket. But for us that's not an option because we export all the tickets and add the titles to a public list, so these shouldn't contain sensitive information.


Reading this use-case, do you see another way in User Echo? And please note that we do not want to make the partner users support agents in our system.

The regular search actually does search in tags! So, if you have your customer's name in tags the search will find it.

Also I think we are able to add custom fields (available to users) to the search index as well if you really need it.

Thanks for your answer!


The algorithm also searches for example in the title and the content of the ticket and add weights to this. So if I name client X and Y in my ticket than the result of the search query is that it will return for both my searches on client X or Y.


What I want is a search query that only looks at one field / tag and not performing the algoritme.

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The algorithm also searches for example in the title and the content of the ticket and add weights to this. So if I name client X and Y in my ticket than the result of the search query is that it will return for both my searches on client X or Y.

That's correct. But that's OK. How often do you have the same problem requested in one ticket for two customers? As we see they will make the request for specific customer.


What I want is a search query that only looks at one field / tag and not performing the algoritme.

As we told before, current functionality is OK for most customers and wouldn't like to add some extra fields which will make the search harder for regular users.

We do understand you do not want to add them as support agents but actually you want to have the support agent interface features for them.


Anyway, we will take a look into your problem and try to find some solution.