IMPROVEMENT: Mojo Helpdesk Enhanced Search Features

supercobra
on January 15, 2014
 Mojo Helpdesk is pleased to announce new upgrades to our search engine which will assist users in quickly locating specific tickets.

Most importantly, users can now search ticket comments and custom field values for specific words or phrases.

For example, if the help desk technician searches the word “test” as in the example below, all comments where those words appear will appear in the results.

We recommend users take advantage of more advanced search techniques in order to efficiently navigate through tickets.
Below find a few tips that will help you find tickets quickly:
Use Wild Card searches if you’re “not sure” of the exact search phrase.
 Examples:
  • Searching for serv*s will match both servers and services.
  • Searching *123 will match xyz123.
  • Searching inv?te will match invite but not invente.
  • Searching for abc will match only exact word abc.

Proximity searches can help locate keywords that are not spaced together.

Mojo supports finding words are a within a specific distance away. To do a proximity search use the tilde, ~, symbol at the end of a Phrase.

Examples

  • "www.mojohelpdesk.com/blog users"~10 searches for a “www.mojohelpdesk.com/blog” and “users” within 10 words of each other.

Boolean Operators specify which words are included or left out of search.


Boolean operators allow terms to be combined through logic operators. Mojo supports AND, +, OR, NOT and - as Boolean operators (Note: Boolean operators must be ALL CAPS).

OR operator

The OR operator is the default conjunction operator. This means that if there is no Boolean operator between two terms, theOR operator is used. The OR operator links two terms and finds a matching document if either of the terms exist in a document. This is equivalent to a union using sets. The symbol || can be used in place of the word OR.
To search for documents that contain either “www.mojohelpdesk.com/blog apache” or just “www.mojohelpdesk.com/blog” use the query:
"www.mojohelpdesk.com/blog apache" www.mojohelpdesk.com/blog
or
"www.mojohelpdesk.com/blog apache" OR www.mojohelpdesk.com/blog

AND operator

The AND operator matches documents where both terms exist anywhere in the text of a single document. This is equivalent to an intersection using sets. The symbol && can be used in place of the word AND.
To search for documents that contain “www.mojohelpdesk.com/blog apache” and “Apache Lucene” use the query:
 "www.mojohelpdesk.com/blog apache" AND "Apache Lucene"

+ operator

The + or required operator requires that the term after the + symbol exist somewhere in a the field of a single document.
To search for documents that must contain “www.mojohelpdesk.com/blog” and may contain “lucene” use the query:
 +www.mojohelpdesk.com/blog lucene

NOT operator

The NOT operator excludes documents that contain the term after NOT. This is equivalent to a difference using sets. The symbol ! can be used in place of the word NOT.
To search for documents that contain “www.mojohelpdesk.com/blog apache” but not “Apache Lucene” use the query:
"www.mojohelpdesk.com/blog apache" NOT "Apache Lucene"
Note: The NOT operator cannot be used with just one term. For example, the following search will return no results:
NOT "www.mojohelpdesk.com/blog apache"

– operator

The - or prohibit operator excludes documents that contain the term after the `- symbol.
To search for documents that contain “www.mojohelpdesk.com/blog apache” but not “Apache Lucene” use the query:
"www.mojohelpdesk.com/blog apache" -"Apache Lucene"

Grouping

Mojo supports using parentheses to group clauses to form sub queries. This can be very useful if you want to control the boolean logic for a query.
To search for either “www.mojohelpdesk.com/blog” or “apache” and “website” use the query:
(www.mojohelpdesk.com/blog OR apache) AND website
This eliminates any confusion and makes sure that website must exist and either term www.mojohelpdesk.com/blog or apache may exist.
Finally, our search functionality is much faster, which will help users swiftly navigate through the content with ease.
###

Filed under: Product