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. With this in mind, SmarterTrack includes multiple search results, based on the search string that is entered.
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.
NOTE: Because the results from the Search String field are already sorted based off of weight, the grid cannot be used to further sort the results. This applies to both basic search, which uses the Search String field, and any advanced search that includes a Search String field.
For more information on SmarterTrack's search function, please refer to the SmarterTrack Online Help.
Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.