Keyword Search
Keyword search is a powerful tool to help you find the exact insight that you’re looking for. Common use cases include:
Tracking feedback for features and campaigns
Zeroing in on a customer segment experiencing a bug or problem
Deep dives
All you have to do is input targeted keywords and phrases to quickly and easily find tickets that are most relevant to the initiative that your team is working on.
How to use keyword search:
Navigate to the keyword search field in the filtering bar on the dashboard and enter the keyword or phrase that you’re looking for.
More advanced searches, including entering multiple keywords and phrases or setting up more complex queries, can use the "AND" and “OR” functions.
For example:
If you want to check for downtime across the product, you could search for terms like “outage” or "offline" to see if any customers wrote about that. The search will narrow down results to only tickets mentioning these keywords, and you'll be able to see exactly what customers are saying about the problem as well as the overall sentiment and which issues are impacted. The specific keywords or phrases you search for will be highlighted within the ticket text.
Being able to hone in on data like this helps you understand specifically what is going on, so your team can devise strategies for the best way to handle and support your customers now and in the future.