Search Enhancements
AI-powered search improvements for finding requests and information faster.
Overview
DZDESK search is enhanced with:
- Natural language understanding
- Semantic search
- Intelligent ranking
- Auto-complete suggestions
Natural Language Search
How It Works
Search understands natural language:
- "tickets from last week about email"
- "John's open requests"
- "critical issues assigned to me"
Query Interpretation
AI interprets intent:
| Query | Interpreted As |
|---|---|
| "email problems" | category:software, tags:email |
| "last week's tickets" | created:last7days |
| "urgent stuff" | priority:critical OR priority:high |
Semantic Search
Beyond Keywords
Search finds related content:
- Synonyms included
- Concepts understood
- Context considered
Examples
| Search | Also Finds |
|---|---|
| "laptop" | computer, notebook, PC |
| "can't login" | access denied, authentication failed |
| "slow" | performance, lag, delay |
Intelligent Ranking
Relevance Factors
Results ranked by:
- Text match score
- Recency
- Status relevance
- Your access patterns
Personalization
Search learns from:
- Your search history
- Frequently accessed items
- Your role and groups
Auto-Complete
Suggestions While Typing
As you type, see:
- Popular searches
- Recent searches
- Matching requests
Quick Access
Click suggestion to:
- Execute search
- Navigate to request
- Filter results
Advanced Search
Filters
Combine AI with filters:
email issues status:open priority:high
Available Filters
| Filter | Example |
|---|---|
status: | status:open |
priority: | priority:high |
category: | category:hardware |
assigned: | assigned:me |
created: | created:today |
group: | group:network |
Natural + Filters
Mix natural language and filters:
network problems status:open created:thisweek
Search Scope
What's Searched
- Request titles
- Request descriptions
- Comments
- Attachment names
- User names
Results Include
- Requests
- Users (if permitted)
- Groups (if permitted)
Configuration
Admin Settings
- Go to Settings > Search
- Configure options
Options
| Setting | Description |
|---|---|
| Semantic search | Enable/disable |
| Search history | Store/don't store |
| Suggestions | Enable/disable |
| Result limit | Default results shown |
User Preferences
Users can:
- Clear search history
- Disable suggestions
- Set default filters
Search Tips
Effective Searches
- Be specific: "outlook crash opening attachments"
- Use filters: "status:open priority:high"
- Try variations: If no results, try synonyms
- Recent first: Add "created:thisweek" for new issues
Common Searches
| Goal | Search |
|---|---|
| My open requests | assigned:me status:open |
| Urgent items | priority:critical,high status:open |
| Recent issues | created:today |
| Unassigned | assigned:none |
Performance
Speed
Search is optimized for:
- Sub-second results
- Large result sets
- Complex queries
Caching
Common searches cached:
- Faster repeated searches
- Popular queries optimized
- Cache refreshed regularly
Privacy
Search History
- Personal to each user
- Not shared
- Can be cleared
- Used only for suggestions
Result Filtering
- Results respect permissions
- Only see what you can access
- No data leakage
Troubleshooting
No Results
If search returns nothing:
- Check spelling
- Try broader terms
- Remove filters
- Check permissions
Unexpected Results
If results seem wrong:
- Review query interpretation
- Use explicit filters
- Report to admin
Related Topics
- Requests & Workflows - Request management
- AI-Powered Classification - Classification
- Dashboard - Navigation