We would concur with Katherine here. After years of trying to make it work, our company has abandoned use of the Service Management tool due to the very limited issue search/reporting capabilities. There isn't enough capabilities there to be useful for our customers who want to self-serve their reporting/tracking needs.

Simple search e.g. Search for request, user have to type in the full ID and prefix e.g SUPPORT-123456 instead of ability to type in *1234 etc.

=> same issue here. Our portal users don't understand why Jira doesn't find there tickets based on the number only.

Please provide a search on ticketnumber without needing to enter the prefix

Please!!!!!!!!!!

not only this, this we need as well, but also seach via assignee or reporter within organization, this would help a great deal!

We need this functionality

Created:19/Feb/2015 5:44 PM
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Yes please, can this be improved.  Our customers find this search very frustrating.

Simple search e.g. Search for request, user have to type in the full ID and prefix e.g SUPPORT-123456 instead of ability to type in *1234 etc.

This needs to be addressed.

We need this functionality ... 

Hi everybody,

although it is very frustrating that the status of this ticket is still "Gathering interest", I was happy to read the hint here https://confluence.atlassian.com/servicemanagement/a-stylish-new-portal-for-jira-service-desk-server-and-data-center-customers-963663645.html :

What's next

This is the first round of customer portal changes we’ll be rolling out, closely followed by improvements to how knowledge base articles look, as well as better search options.

Will someone ever look into this from Atlassian - it is opened since 2015??

it is very disappointing!!!!!!!!!!!!!!!!!

Please elaborate the search on Customer Portal - it searches if we Provide Project key but not with only number like IT-2120 works but 2120 returns no result. 

Hello,

We are using Service Desk Customer portal and for our customers it is essential to have a possibility to search by text. If there is any workaround how to overcome this improvement until it is implemented I would appreciate.

BR, Agne

+1

I've easily spent 40+ hours on trying each potential work around to alleviate this issue. The permissions are baffling to understand as well and layered. #inception. We run health clubs, the front desk representatives will use the customer portal to submit issues on behalf of the customer. For ease of follow up we want to be able to reply directly to the customer via email for better tracking purposes. All while using their email as the customer submitting the request. Our management will respond when we have an answer. The problem here is when someone follows up on a current issue or account problem, they should be able to view that person's ticket without digging for it when submitting tickets in the client portal by that employee. Thus the whole line of communication is clear, and super basic to understand. It can even be used in a  training refresh or update.... I've tried the apps in the marketplace, I just don't know how to code and really don't have the time to solve a very basic problem. Thanks for reading. 

echo the above comments

We also have a problem with searching via Customer portal. Why is that a huge problem to fix it or make an improvement for this? How many people have to vote for this to make searching via customer portal more comfortable and useful. How push this request up!
Please, Atlassian, react!

There are workarounds but they all required the agent jumping out of their queue to the raise a request screen (which is useless for agents) OR creating a rule to add the request type to issues created in the agent portal. This needs to be fixed. You have released a service desk product that doesn't do what every other service desk product already offers without customization. 

Atlassian, time to get on this, yesterday.

We need this feature to allow us to find past tickets for a related problem in order to find out prior resolutions quickly.  We just switched to Service Desk from an in-house developed Access application for tracking tickets that had this functionality.  Very disappointed this feature is not available.

This is nucking futs. Atlassian, I know your stock has shot through the roof and all, but if you don't want to lose customers you need to get on addressing basic customer needs like this.

Hello,

We need the feature very urgently.

Hello, we're looking forward to it very much, our customers need it.

I see that it's been four years now..

This is blocking us from using Jira service desk

Here's a link to service desk questions that shows people need this improved: https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-can-a-customer-view-issues-created-in-the-service-desk-via/qaq-p/42943#U1075017

Hi @Paulo Junior ! Noticed you initially reported this issue and you have been super helpful working to find solutions in the past. Do we have any updates on how to make searching for requests easier for all service desk customers? Thanks! 

We too have received many of complaints with regards to this issue over the past two years or so we've been using the tool. Our customers are beyond frustrated with the limited searching capabilities, to the point they are requesting use of another tool. Please provide for a more functional search capability.

I totally agree with you guys! We are receiving lots of complaints from our customers about the my requests page. It even doesn't  have some very basic things like sorting the requests according to status, creation date etc. or filtering them based on any criteria. If the default filtering options were a bit useful (like filtering according to status) it would be much nicer. It seems like Atlassian doesn't care about this at all and this makes me think that they don't use their product as a customer. 

Wanted to add that our clients are very interested in better search features via the Support Portal.

As many others have noted this is a much needed improvement to the customer portal.

In our case our customers after the first 6 months of using Jira have up to 1000 issues (per organization), which obviously makes it very hard to search these issues with only the given filters and the very lackluster search field.

The best solution in my opinion would be to implement a search form similar to the internal issue search with the free text search (summary, description, public comments) and where you can select which fields you'd like to filter (created date, reporter, request participants, ...).

I have written an official request to atlassian, because we have not heard anything in the forum since 2015. See below!

Answer: ".....*I will coordinate with our other teams but we suggest that you continue to post on the correct feedback forum which is jira.atlasian.com (https://jira.atlassian.com/browse/JSDSERVER-1544\\).*....."

Where can I find feedback in the feedback forum?

Well, I'm back now.
Hello, everyone.
And every day the groundhog greets. (Groundhog Day)

***********************

Message: Hello!

It is not understandable to me and hundreds of other CUSTOMERS that there are no atlassian reactions to the problems in the Jira forum.

Important improvement requests have been ignored for years.

I am an end customer using Jira for support requests.
Dependent of a service provider who uses Jira for the calls.
I also use other service portals from other service providers.
None of them is as bad from the end customer's point of view as Jira.

Please excuse my clear statement.
But the fact that they also ignore the forum requests increases my anger.

I also write for many other end customers who are ignored.
Sure, you don't earn with us.

Our service providers tell us that they are not heard from you, or that functions are simply not made possible.

How would you feel?

Please help us!
Especially with this forum post:
https://jira.atlassian.com/browse/JSDSERVER-1544\\
Kind regards
Werner Meyknecht

Translated by deepl.com

+2

@Atlassian

did you ever use Servicedesk portal search by our own?
In my world customers request multiple requests (some of them much more than 25 active request).  Having a tall number of requests even "skilled" user will not find anything again.

Absolute unusefull.

What the fuck is shit?
What was written here?
Or that the searches don't work?

It sucks that none of Altassian's men will care about it.
I'm really mad at the ignorance!
They ignore the end customer!

this sucks!

Hello,

we already raised a support case for this, as pretty much all of our customers keep complaining about the "my requests" in the customer portal.

1. Ghastly search function
   • Doesn't search comments
   • Doesn't produce results for issue references
   • Doesn't produce results for sub-strings
2. Missing sort options
3. Missing filter options
4. Missing option to add additional columns and also search in those

For our customers the "my requests" section is their main work area. Due to the before mentioned flaws, our support team has to deal with an unnecessary level of frustration on a daily basis. 

Atlassian support is zero supporting us on this and simply acting in scripted support scenarios:

"We would advise you watch the feature requests we linked if they do match your requirements also vote on it."

What they don't tell you is, that the feature request in question is pending for years and doesn't seem to get any attention by Atlassian.

And hey, at least the first point should be an easy fix from a technical perspective. This couldn't get fixed in years?

Maybe someone on Atlassian side reads this and is gracious enough to comment in some way on this "suggestion".

Best Regards,

Christian

Hello!

Same with us.
The search is cruel.

Why haven't they been working on it for years?
Please solve the problem urgently!
Thank you very much.

Hi,

Any progress on this one? We have more then 20 companies (customers) who ask for this improvement.

There is one very critical thing - issues search controls searches only on names of issues. It does not search on content of issue and on communication content. Customers would like to search for all the issues where specific word or phrase are mentioned

There is a high demand from users to be able to utilize better functionality with more filters when searching issues reported from within the customer portal.

I would second this (voted).
We have clients with hundreds of tickets, and they need to search across more fields (including customs, that would be ace), and having a LIKE("%abc%") incorporated rather than an exact match.
At the moment, when they cannot find their ticket, they recreate a new one and our SLAs are exploding.

Searching in customer portal needs improvement.

A customer should be able to search for creation date, for example.

It would be great if you could perform searches as you can in JIRA.

The way that the search function uses only the summary field is disappointing. Showing results where the search term appear in the description, issue type, reporter and assignee, etc. would be a huge jump in functionality.

Customers should be able to search for any keyword that is used in a ticket.

After more reflexion, i think it's will a good idea to use same filter mechanism as jira project.
As admin i configure filter for my customer and i publish it to JSD portal. For example i can create a filter for each workflow status or by priority or by customer field and so on.

We need this function, our company work with operator so we have a lot off issues by customer. Sometimes the customer create same issue. With the search function, the customer can verify if the issue is "new".