Search for people from the header search box

The search box at the top of the agent portal can look up people as well as tickets. Use it to find a requester or a colleague by name or email address, see their details and jump to their tickets, without leaving the ticket screens.

Search for people

  1. Click the search box at the top of the page
  2. Next to it, click people (the switch shows tickets and people)
  3. Type a name or an email address, then press Enter

Press Enter with the box empty to list everyone in the help desk, A to Z.

The People search page listing matching people, with the tickets and people switch next to the header search box, and sort and filter controls above the results.

To go back to searching tickets, click tickets: you return to the ticket list you last had open.

What each result shows

Each person shows their name, email address (with a button to copy it) and company, and whether they are staff or inactive. Click the name to open their contact card.

Quick actions on each row:

  • View tickets: the tickets this person requested
  • View assignments: the tickets assigned to them (staff only)
  • View event log: their history (agents with a manager role or above)

Sort and filter

  • Sort by best match (when you typed a search term), name, first name, last name or last active, and use the arrow button next to it to reverse the order.
  • Filter with:
    • staff & contacts: staff only, or contacts only
    • all groups: people in one group
    • active & suspended: active only, or suspended only
    • confirmed & unconfirmed: people who have, or have not, verified their email address
    • last active: active in the last 30 days, 90 days or 12 months, inactive for over 12 months, or never logged in
  • Choose how many people to show per page (25 by default). Your choice is remembered.

If nobody matches, the page offers to clear the filters or to search tickets for the same words instead.

On a phone

Open the search, and the tickets and people switch appears in a row under the search box.

Good to know

  • Any agent can search people. The search shows only what agents already see on a contact card.
  • To edit a person, managers and admins can open the full profile from Contacts or Staff.