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Topic starter
18/07/2026 6:43 am
Our current support platform's search can't find a ticket from last week using the customer's name or ticket ID. It's becoming a major blocker for our team.
We're evaluating replacements. Need concrete details on:
* Search functionality: what fields are indexed? Can you search across notes, attachments, custom fields?
* Performance with large volumes: we have 200k+ tickets. Does search degrade?
* Integrations: we use Salesforce Sales Cloud. Does search pull in related account/contact data?
Pricing for 25 agents would also help.
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