We mark our tickets with a custom field called "Ranking," which is set with the permissions-level of "Customers can view." Is there a way to allow our end-users to search or filter tickets by this "Ranking" field?
Question
Search/filter options for end-users
I can only agree. For our customers its a huge pain, that they are unable to search and filter their tickets for the values of certain custom fields. In our case we identify cases in regard to the serial number of the affected appliance. Customers then want to search for the serial number to find the respective ticket.
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