As Support operations scale across multiple Slack channels, Email threads, Portal and Web Chat, one challenge becomes increasingly frustrating: finding relevant conversations - fast. Whether you're an agent looking for an old request, a team lead looking to understand all tickets of a certain signaturescrolling through past threads or Slack search are sometimes just not good enough.

Today we are introducing a powerful new capability in ClearFeed: Request Search - designed to make retrieval of past requests and tickets fast, intuitive, and reliable across all your connected channels.  Let’s take a look at how Request Search works, and how your team can use it to instantly locate tickets and relevant conversations without digging through endless threads. (Note - Search works with both Tickets and Requests and these words are used interchange-ably in this blog)

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How the Search Feature Works

Here’s a breakdown of how the Search feature works and what it enables:

1. Find Requests by Keywords

Just type any keyword or phrase, and ClearFeed scans titles as well as the message body of all requests (and tickets) - whether they came from Slack, Email, MS Teams, Web Chat or your Portal.

• Example: Searching for subscription upgrade surfaces requests where a user asked to upgrade plans, whether it was mentioned in the subject or buried deep inside a message thread.
• Matches are highlighted within snippets so you can scan results faster.
• Results show request title, ID, and the relevant part of the message where your keyword appears.

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2. Jump to a Request Using Its ID

If you know the ticket ID, say, CF-370 - just type it in the search bar. The system does an exact match and shows you matching tickets.

• You won’t need to remember who raised the ticket or when.
• Ideal for follow-ups or when referencing tickets in discussions.

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3. Search by User

Want to pull up all tickets involving a specific customer or teammate? Use @username, and ClearFeed will show all related messages and tickets from internal users or external requesters.

This is useful when:

• Tracking down all requests raised by a specific customer.
  
• Reviewing how a teammate responded to similar issues in the past.

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4. View Recent Searches

The last 5 searches you’ve made are saved automatically, allowing for quick revisits. No need to retype common queries again and again.

5. Sort and Filter on Search Results

Currently Search Results are limited to the 100 most relevant results. The relevance is based on a mix of keyword and semantic match (so for example - you can search for "billing" and it can also match requests that have keyword "pricing" since these are semantically related. The search results are sorted by relevance by default - but can be sorted by Creation timestamp of the underlying request.

To narrow the search - a date filter can be applied - so that the maximum of 100 results can be fetched from the most relevant time interval. We will be providing more filters in the near future.

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All Search results are presented with  titles, IDs, and matching message snippets (with highlights). To get the best results from ClearFeed’s Search:

• Use request (or ticket) IDs when you know it exactly.
• Combine keywords with user mentions to narrow down results (e.g., @rachel invoice).
• Keep searches focused -  short, specific phrases work best - and pick a smaller time window when exceeding 100 result values.

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Wrapping Up 

As support volumes grow and requests span across multiple channels, the ability to quickly locate past tickets becomes critical - not just for agents, but for anyone involved in follow-ups, escalations, or audits.

The new Request Search feature brings a fast, intuitive, and contextual search experience right inside your support workspace - helping your team avoid repeated work, reduce response times, and get to the right context without switching tools.

This feature is not enabled by default and is available on Internal and External Helpdesk product editions. While we will be rolling out Request Search gradually - if you’d like to activate the new Search experience for your ClearFeed account early, please reach out to our support team.