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FluentSupport

#Bug Report

Ticket search doesn't find tickets I know exist

Hi all. I'm having trouble searching in Fluent Support and can't figure out what I'm doing wrong. this doesnt happen for every search. But it happens often.

What's happening

  • I search for a ticket I know exists, by subject or sender, and get no results or wrong results.
  • Searching by ticket number also fails. The ticket's page shows it as #1 (breadcrumb: All Tickets › #1). When I search #1, I get one unrelated ticket instead.

Is anyone else having issues with search inside FluentSupport?

  • 1 like
  • 4 comments

Jorge de los Reyes

Just thinking out loud but, are you searching on the general dashboard or in an agent/s or company summary; or from an agent view?

Maybe what you’re seeing is the ID of an specific agent or company inside your settings.

Aaron Smith

Jorge de los Reyes i think that is one of the things i end up having to do is switching between views and eventually i find what im looking for. But I feel like search should search everything. Especially since i am the admin. Wonder if this will be a fix soon.

Nicolas D

Following

Ahsan Chowdhury

Thank you for reporting this issue and sharing the details.

We understand how frustrating it can be when the search functionality doesn't return the expected tickets, especially when you know those tickets exist.

We would like to investigate this further.

Could you please help us with a few details?

  1. Ticket ID: When searching for ticket #1, have you also tried searching with just 1 (without the # symbol)? Does it return the correct ticket?
  2. Filters: Please make sure you're searching under All Tickets and that no additional filters are applied.
  3. Plugin Version: Could you confirm which version of Fluent Support you're currently using?
  4. Screen Recording: If possible, please share a short screen recording showing a ticket that exists and the incorrect search results when searching by its subject, sender, or ID.

We would also appreciate it if you could open a support ticket through our official support channel so our team can investigate this more closely.

If we identify any unexpected behavior or a bug in the search functionality, we'll forward the findings to our development team.