Global search
ActionConnect has a single, unified search that spans your whole workspace. Unlike a JQL filter — which scopes one entity type by field — global search matches free text across multiple record types at once.
What it searches
A single query looks across:
- Tickets — by subject and content.
- Tasks / items — by title and details.
- Knowledge-base articles — your published and draft help content.
- Contacts — your end-users.
Results are grouped by type so you can jump straight to the ticket, task, article, or person you meant.
How it matches
Search is substring, case-insensitive matching — type any fragment of what you remember and ActionConnect finds records containing it. Special characters in your query (such as % or _) are handled safely and treated as literal text, not wildcards, so a search for 50% off matches exactly that.
Search vs. JQL filters
| Use… | When you want… |
|---|---|
| Global search | A quick free-text lookup across tickets, tasks, KB, and contacts at once. |
| JQL saved filters | A precise, field-scoped query (status, assignee, due, …) you can save and reuse. |
Reach for global search when you remember what a record is about; reach for a JQL filter when you need all records matching exact criteria.
Tips
- Search a contact's name or email to find every ticket-adjacent record about them quickly.
- For repeatable, criteria-based lists (e.g. "all open high-priority items"), save a JQL filter instead of searching each time.