Find anything in your help desk, fast
Whether an agent is tracking down a ticket or a customer is looking for an answer, search gets them there without the friction.
For agents and users alike
Search works across the entire help desk, tickets, customer records, tasks, and CRM data, and across the Help Center your users access. The same feature that helps an agent pull up a ticket by number or keyword helps a user find a relevant article before they've even submitted a request.
Deflect tickets before they're raised
When a user starts filling out a ticket, Deskpro's search surfaces relevant Help Center articles automatically. If the answer already exists in your knowledge base, customers can find it themselves; without waiting for an agent to respond. Fewer repetitive tickets means more time for the ones that actually need human attention.
Agent search, built for speed
From within the help desk, agents can search by ticket number, customer name, keyword, or filter. Results are organized by type (tickets, tasks, CRM) and hovering over a result shows a preview so agents can confirm they've got the right one before clicking through. Urgency and content status are visible directly in the results.
Saved searches let agents and admins create preset query categories, so frequently needed ticket groups are one click away rather than a search every time.
Help users help themselves
In the Help Center, users can search published content, browse their own open and historical tickets, and get suggested articles as they type. Set search words on any article to make sure the most relevant content surfaces first; particularly useful for known common issues.