i'm trying to do a search on tickets using custom field that I've added, but the search doesn't show any results.Is there a way to do so?
The search by custom fields is available in the agent interface.
Click on "Filters" ->"Configure". Then select Custom Fields in Additional fileds. Then select Custom fields you need.
After that you are able to save this filter and use it in one click later.
Is it possible for non-support agents to search by custom field? As an example, we have a custom field that we use for Bugs that states the affected versions, so it would be nice if users could search for bugs that affect their version.
Unfortunately , users are not able to search by custom fields. If it will help you we can add your specific field into the index. And it will be searched as description. Not sure it will help you a lot. If you need it please post us a private request with the forum and the fiend name.
It would help common users a lot if they can see and filter custom fields in the preview.
Custom fields are (depending on the set up) also so visible and sometimes even mendetory for users. This is why they should also be able to search, sort and preview them.
Customer support service by UserEcho