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Calling all SmarterTrack users! We need your feedback!
We’re beginning developmental planning for the next major version of SmarterTrack. Part of that planning includes taking a look at the search functionality for tickets, live chats, call logs, KBs, etc., and that’s where you come in!
When it comes to using the search function in SmarterTrack, customers have different expectations on the results they'd like to see. While some would like to search for exact search strings, others prefer more broad results. How would YOU like the search functionality to work in SmarterTrack? As it is currently, SmarterTrack’s search is based off of token weights.
For example, if a user enters a ticket keyword search of "KEY6584", SmarterTrack's indexer will store and search for the multiple tokens of "KEY6584", "KEY", and "6584". Tickets containing all 3 tokens will appear first in the list, followed by tickets containing two tokens, followed by tickets containing only 1 token. Each of those sets will be sub-sorted based on weight, i.e., how often the tokens appeared in the content. So, you would see the ticket with "KEY6584" at the top of the list, with other relevant tickets below.
The changes we’re currently discussing are:
- Removing the sorting restriction to allow Search String results to be sorted by Idle time.
- Making the Advanced Search more interactive, where additional options appear based on the initial search criteria.
- When a search is performed with multiple terms, only items that include all search terms will be displayed.
- Allow searches to include quotation marks. Searches with terms enclosed in quotes will only return results containing ALL terms in their order. Searches without quotation marks will return results based on their token weights.
What are your thoughts and ideas?