Ticket search in MSP Manager has been significantly improved. Results are now more complete, better ranked, and faster — making it easier to find the right ticket whether you’re searching by keyword, ticket number, customer name, or a phrase from a ticket’s description. Be sure to check the Tips for Getting the Best Results section at the end of this post to get the most out of these changes.

What’s Changed

More Complete Results: Searches now return the full set of matching tickets across your account, including for broad or commonly used terms that previously returned incomplete results.

Partial Word Matching: You no longer need to type a full word to find a match. Typing licen will return tickets containing “license” or “licensing.” This is especially useful when you can only remember part of a term or want to cast a slightly wider net.

Improved Ticket Number Search: Ticket numbers can now be searched with or without the # prefix — both work reliably. Matching begins from the start of the number, so searching 891 will find ticket 891 as well as 8912.

Broader Coverage: Search covers ticket titles, descriptions, replies, time entries, and expenses — as well as customer, contract, project, contact, and assignee names. These are all searched automatically, so you don’t need to remember exactly which field a piece of information lives in.

Smarter Result Ordering: Results are now ranked to surface the most relevant tickets first.

• An exact ticket number match always appears at the top.
• Matches found in the ticket title or description rank above matches found only in replies, time entries, or expenses.
• Tickets with multiple matching replies rank higher than those with a single mention.
• When relevance is equal, results are ordered by most recent activity, keeping results consistent between searches.

Performance Improvements: Search runs faster across the board, with the most noticeable improvement for accounts with large ticket histories.

Tips for Getting the Best Results

1. Start with a partial word. You don’t need to type the full word. licen finds “license” and “licensing”; acro finds “Acrobat”. This is useful when you’re not sure of the exact spelling.
2. Add more words to narrow results. outlook sync finds tickets containing both words. Two or three specific terms will give you more precise results than a single generic word like “issue” or “update”.
3. Use quotes for an exact phrase. "password reset" finds that exact phrase in that order. Without quotes, both words are matched anywhere in the ticket independently.
4. Search by ticket number with or without #. Type 891 or #891 — both work. Keep in mind that matching starts from the beginning of the number, so 891 will also return 8912.
5. Customer, contact, and assignee names are searched automatically. This is helpful when the ticket title doesn’t mention the company or person you’re looking for.
6. Combine search with filters. Status, customer, project, and assignee filters apply on top of your search terms. If a ticket you expect isn’t appearing, check whether an active filter is excluding it.
7. Use specific terms when possible. Asset tags, error codes, application names, and site identifiers give more precise results than short, generic words.
8. Punctuation is ignored in standard searches. Symbols are stripped out automatically. Use quotation marks when you need to match an exact phrase.