We are using osTicket for some months now but I still don't understand how the search actually works. We are using osticketawesome template but I think the functionality is the same.
When I want to search for a keyword or error message I'm entering the phrase into the searchbox at the ticket-page (..../scp/). I'm not going into Advanced Search and set all filters.
The searchbox, however, always suggests / lists users with a number after their name, like John Doe (1). Why is it doing this? Do I have to select one? Is it saying that there is one ticket found with these keywords for John Doe? Can I see all tickets containing the search-text without selecting one user?
Is it searching in the entire ticket (without attachments)? Often I don't find anything. I already rebuild the search-index by deleting the search table, etc. I also read this https://docs.osticket.com/en/latest/Agent/Tickets/Advanced%20Search.html
It's not that search doesn't work, it's just that the results are poor. Maybe we are using it incorrectly.
Are there any tips?