> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Find a ticket by its ticket number in Inbox

> Open any ticket in your workspace by typing its Thread or PSA ticket number into the search bar in the page header, or press Cmd+K or Ctrl+K. You can also search the current view, Magic chats, contacts, and clients or configurations.

> [!NOTE]
>
> 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**.

## 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.

## 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.

### Keyboard shortcuts

| Key | Action |
| - | - |
| **Cmd+K** (Mac) or **Ctrl+K** (Windows) | Open the search |
| **↑** and **↓** | Move between results |
| **Enter** | Open the highlighted result |
| **Esc** | Close the search |

## 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.

## 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.

| Tab | What it searches |
| - | - |
| **Tickets** | Every ticket in your workspace by number, or the tickets in the current view or channel |
| **Magic** | Your Magic chats. Shown when Magic is available in your workspace. |
| **Contacts** | Contacts by name. Use the client menu next to the search field to limit results to one client. |
| **Clients** | Clients by name. Shown when your workspace has the **Clients** page. |
| **Configurations** | Configurations by name. Shown when your workspace has the **Configurations** page instead of **Clients**. |

## 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](https://docs.getthread.com/inbox/inside-a-view.md). With global search on, you search a view from the page header search bar instead of the view's own search box.

## If the ticket isn't found

| Message | What it means | What to do |
| - | - | - |
| No results | No ticket in your workspace has that number. | Check the number for typos and confirm it belongs to your workspace, then search again. |
| **Tickets can only be found by ID** | You typed something other than a number on the **Tickets** tab with **All tickets** selected. | Enter only the ticket number. To search by title, contact, or client, switch the scope to the current view or channel. |
| **Ticket search failed, please try again** | The search didn't complete. | Press **Enter** again. If the message keeps appearing, contact Thread support. |


## Related topics

- [Set Up the ConnectWise PSA Ticketing Integration](https://docs.getthread.com/integrations/creating-a-connect-wise-manage-api-user.md)
- [Meet Super Magic: Your AI Agent in Inbox](https://docs.getthread.com/super-magic/meet-super-magic-your-ai-assistant-in-the-inbox.md)
- [Voice AI Contact Mapping](https://docs.getthread.com/ai-agents/contact-mapping.md)