Global search: the command palette (Ctrl+K)

The command palette is the fastest way to get anywhere in IntelliDesk. It jumps to a ticket by number, searches your tickets, contacts, companies and projects, and doubles as a menu for the whole app.

Opening it

Three ways, all equivalent:

• Ctrl + K (Cmd + K on macOS): works from anywhere in the app.
• / on its own: works anywhere except while your cursor is in a text box. If you're typing a reply or filling in a field, / just types a slash.
• Search everything in the top bar, if your hand is already on the mouse.

The same shortcut closes it again, and Esc always works.

Jumping straight to a ticket

If you know the ticket number, type it and the palette pins a Go to ticket entry at the very top. All of these work:

• 1053
• #1053
• HD-1053
• hd 1053 (a space instead of a hyphen is fine, and case doesn't matter)

Press Enter and you're on the ticket.

Searching

Type anything else and the palette searches everything you have access to. Results come in this order, best match first:

1. Contacts: name and email address, opening the contact record (up to 5). If you typed a person's name, the person is usually what you want.
2. Companies: name and domain, opening the company record (up to 3).
3. Tickets: matched on the ticket number (partial numbers work, so 105 finds HD-1050 to HD-1059), the subject, the text of the conversation, the contact's name or email address, and the company. Up to 20 are shown.
4. Projects, Help desks and Pages whose name contains what you typed.

So Ctrl+K, then ins, then Enter takes you to Insights without touching the mouse. Type a desk's name to jump to its inbox.

If nothing matches, the palette says so. If you get too many results, add another word, or use the inbox filters, which are built for working through a large set of tickets rather than finding one.

With the box empty

Open the palette without typing and you'll see the menu (Inbox, Projects, Contacts, Companies, Insights, Settings, Help), your 8 most recent tickets, your projects and your help desks.

What it doesn't search

• Knowledge base articles and canned responses. Find articles under Help, and canned responses in the reply box.
• Project cards. Open the project and use the board's search and filters.
• Conversation search is best-effort. Matches on a ticket's subject and number are exact and complete. Matches found only in the text of messages are looked up among the strongest text hits, so a very common word may not surface every ticket that contains it. Use a more distinctive word, or the inbox search.

Related

• Your inbox: filters, views, and search: for working through a large set of tickets.
• Help → Keyboard Shortcuts in the app: the full list of shortcuts.