Find appeals with global search

Sometimes a client writes again a few days later, and you do not remember which folder holds the previous dialog. Global search looks across the whole instance, so you do not have to open folders one by one.

When you need it

You remember only a name or part of a contact, not the folder where the appeal sits.
The client gave an appeal number, and you want to open it without searching queues.
You need an appeal by organization name, tag, or a word from a message.
The appeal may be closed or assigned to someone else, so search inside the current folder will not show it.

What to know

Global search looks up appeal number, topic, client name or contacts (phone, email), organization, tags, and message text. It covers every appeal on the instance that your permissions allow.
It is a separate tool from search inside the current folder: both fields exist independently, and using one does not clear the other.
After you run global search, a temporary Global search folder appears in the folder list on the left, with an exact count of matches. It stays until you clear the query.
If there are more matches than the list can show, the counter reflects only the loaded part of the results, not every possible hit.
After you clear the query, you automatically return to the folder that was open before the search.

Before you start

You are signed in as an operator or a supervisor.
You opened Operator panel via Menu -> Operator panel.

Steps

Find the global search field:
- On desktop — the Global search field with a magnifier icon above the folder list on the left.
- On mobile — the search button (magnifier) in the top bar; it opens the search field at the bottom of the screen.
Enter a query — appeal number, client name or contact, organization name, tag, or a word from a message.
Press Enter to run the search.
A temporary Global search folder appears in the folder list with an exact match count. It opens automatically, and the appeal list shows the results.
Click the appeal you need in the results list to open it the same way as from a regular folder.

What happens next

The appeal list shows only matches for the query, regardless of which folder they actually sit in. This includes closed appeals and those assigned to other operators — within your access rights.

How to confirm it worked

Check that a temporary Global search folder with a result counter appeared in the folder list.
Confirm that the appeal list matches the query you entered.
Open one of the found appeals and confirm it is the one you were looking for.

Other ways

To clear global search, click the clear icon (cross) next to the search field. The Global search folder disappears from the list, and you return to the folder that was open earlier.
To search only inside the current folder (for example, only New), use the separate search field in the folder, not global search. It sits under the appeal list header and is turned on with its own button.