C4C Service Cloud: Search within Ticket Interaction

[dykstrac]

Dear SAP Community,

within our old ticketing system it was possible to search tickets based on what is in the ticket interaction. It was very useful, when you need to search for older ticket and you only know about what is in the communication and not what is in the title of the ticket.

We have not found that kind of functionality within C4C Service Cloud / C4C Tickets - that would be a huge setback.

Is there any possibility we do not know about?

Thanks alot.

[former_member92543 · Accepted solution]

Hi Christian,

Since majority of our interactions are e-mails, we use Activities --> E-Mails. In this section we can search for terms and go forward to the related ticket.

BR,

Liivi

[sandeephebbar]

Hi Christian,

At the moment it is not possible to search with ticket interactions. However, you can search for the tickets based on the content in the ticket description.

Your scenario is valid and we can consider it in the future releases. Please post your requirements in our Influence forum: https://influence.sap.com/SAPCloudforCustomer

Regards,

Sandeep

[tokgozatakan]

It is now possible with the new tab called "Timeline" which is like interaction but with a fresher UI.

To activate it go to Admin > Service and Social > Ticket Configuration > Enable Timeline

Go to Ticket Details and unhide the Timeline tab (if it is not visible already)

[dykstrac]

Thank you so much for replying to our question. However, there already is a search function within the ticket interaction (see screenshot). Furthermore our request is not to search within one single the ticket, but to search in the interaction of all tickets.