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Global ticket number search is a limited-availability beta feature. Thread enables it per workspace. Contact your Thread representative or CSM if you’d like it turned on for your workspace. Until it is enabled, the search bar doesn’t appear in the page header.
Global search opens any ticket in your workspace from its number, without first finding the view it lives in. Use it when a customer, a teammate, or a PSA report gives you a ticket number and you need the ticket right away. The search bar sits in the page header. When global search is on, it replaces the search box that each page used to have, including views, channels, Contacts, Clients, and Configurations.

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Before you begin

Make sure you have:
  • Global ticket number search enabled for your workspace by Thread.
  • The ticket number you want to open. Thread ticket numbers and ConnectWise, Autotask, or HaloPSA ticket numbers both work.

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Search for a ticket

  1. Click Search in the page header, or press Cmd+K (Mac) or Ctrl+K (Windows).
  2. Make sure the Tickets tab is selected. Before you type, Thread lists the five tickets you most recently opened from search. Select one to open it again.
  3. Type the ticket number. A leading # and extra spaces are ignored, so #48213 and 48213 open the same ticket.
Thread opens the ticket in a details window on top of the page you’re on, as soon as it finds a match. You don’t lose your place in your current view. Close the window to return to where you were.

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Keyboard shortcuts

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Search inside the current view or channel

When you open the search from a view or channel, the Tickets tab shows a scope menu next to the search field. Switch it from All tickets to the name of the view or channel. Then search that view’s tickets by title, contact name, or client.

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Search other records

The search bar has a tab for each kind of record your workspace can open. Thread opens the search on the tab that matches the page you’re on.

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How Thread matches the number

  • The search covers every ticket in your workspace, not only the tickets in your views or in My Inbox.
  • Thread matches the number against both the Thread ticket number and the PSA ticket number.
  • If more than one ticket carries the same number, Thread opens the most recently created one.
  • Deleted tickets don’t appear in results.
To learn more about the views you can search, see working inside a view. With global search on, you search a view from the page header search bar instead of the view’s own search box.

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If the ticket isn’t found