keyword search bar for finding a saved reply isn't working properly

The keyword search bar for finding a saved reply isn't working properly. 
To be more precise, it works when you search directly from the "saved replies" page, but it doesn't work all the time when you're on the ticket and try to search for a saved reply from within the ticket (we have to disconnect and reconnect to make it work). 
This is very frustrating. Can someone help me?

ps: I also tried to creat a support ticket on https://wpmanageninja.com/account/support-tickets but it doesn't work...