Expand AskMagic Keyword Search Beyond Ticket Summaries
C
Craig Wilde
AskMagic currently only searches ticket summaries/subjects when querying for keywords. Partners need the ability to search across full ticket content, including notes and descriptions, to find relevant tickets faster. For example, searching for keywords like "VPN" or "NetDocs" returns no results if those terms only appear in ticket notes rather than the summary.
Autopilot
Merged in a post:
Super Magic Full-Text Ticket Note Search in ConnectWise
R
Ryan Haas
Super Magic currently only searches ticket summaries and titles, not the full body of ticket notes. This means keywords buried in resolution notes or internal notes are not discoverable unless the ticket number is already known. Partners were not clearly informed of this limitation, and it significantly impacts the usefulness of Super Magic for searching historical ticket data. Full-text indexing of ticket notes is needed.