Search

The search feature lets you find tickets quickly by matching against ticket subjects, original email content, and AI-generated summaries. Search is always accessible from the sidebar and respects your current project context.

Tip

Role Access Admin, Lead, and Member can all use search.

Getting There

Type in the Search field at the top of the sidebar
Results appear instantly as you type

What Gets Searched

Search runs across every ticket you have access to:

Field	Example Match	How it is matched
Ticket subject	”Login page broken after update”	Full-text, relevance-ranked
AI summary	The one-line summary generated during email analysis	Full-text, relevance-ranked
Email content	Body text from the original client email	Scanned for the term
Ticket number	`#2850` or `2850`	Exact lookup
JIRA key	`PROJ-123`	Exact lookup

A ticket appears in results if any of these match.

Relevance Beats Recency

Subjects and AI summaries are covered by full-text indexes, so the best matches are found directly rather than by paging backwards through the newest tickets. A word that only appears on a ticket from months ago now surfaces on the first page instead of sitting behind repeated Load more.

Exact Lookups Are Pinned

Type a ticket number or a JIRA key and that exact ticket is resolved through its own index and pinned to the top of the first page — no paging required, however old it is.

Triage Is Searchable

Browsing “All” still hides Triage, because Triage has its own view. Search does not: a search is a lookup for a ticket you know exists, so tickets sitting in Triage — staff forwards, unknown domains — are returned like any other.

Search Results

When your search returns matches, the ticket list updates to show only matching tickets. A blue banner appears at the top of the list showing:

The number of results found (e.g., “3 results for ‘calendar’”)
A Clear Search button to remove the search and return to the normal view

Ticket cards in search results display the same information as the standard ticket list, including client name, type badge, assigned person, and AI summary.

Project-Scoped vs All-Project Search

Search behavior depends on your current sidebar selection:

Sidebar Selection	Search Scope
Specific project	Searches only tickets in that project
Triage	Searches only triage tickets
All	Searches across every project you have access to, Triage included
A client filter is active	Searches that client’s tickets through the client index, which finds older matches far more reliably

The “Elsewhere” Indicator

When you search within a specific project or triage view, results may also exist in other projects. If so, a link appears below the result count:

“Results found elsewhere — View all tickets”

Clicking this link switches to the All view and re-runs your search across every project, so you can see the full set of matching tickets.

Tips & Troubleshooting

Issue	Solution
No results found	Try shorter or more general search terms. Search matches partial words.
Missing tickets you expect to find	Check your sidebar project filter — you may be scoped to a single project. Use the “View all tickets” link or switch to “All” in the sidebar.
Search doesn’t match attachment content	Search covers subjects, email body text, AI summaries, ticket numbers and JIRA keys. Attachment file names and contents are not indexed.
An old ticket still seems hard to find by a body word	Only subjects and AI summaries are full-text indexed. Body matches are found by scanning, which is capped to protect the read budget — search the subject wording, the ticket number or the JIRA key instead.
Results disappear after navigating back	Re-enter your search term in the sidebar. Search does not persist across page navigation.

Next Steps

Ticket List & Filtering — Browse and filter tickets with tabs and banners
Ticket Detail — Open a search result to view its full detail
Linked Tickets — Link a ticket you found to the one it belongs with
Triage — Search within the triage queue for unassigned tickets