Hi there,
We’ve had multiple customers raise the issue that they can’t easily search their historic tickets in Messenger. Right now, end-customers can only scroll through the tickets they’ve submitted, but there’s no way to filter or search by:
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Ticket ID
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Order number / tracking number
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Keywords in the ticket subject or content
This creates a lot of friction for brands with high ticket volumes, since customers have to scroll endlessly to find the right ticket.
What we’re asking for:
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A native search bar in the Messenger Tickets tab (or Customer Portal) that lets customers quickly find previous tickets by ticket ID or keyword.
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Ideally, ability to filter tickets by status (e.g. pending, resolved).
Why it matters:
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Improves self-service and reduces inbound requests like “Can you resend me the status of my ticket?”
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Makes Messenger more usable for enterprise/scale-up customers.
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Multiple brands are asking for this functionality.
Current workarounds:
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Manually tagging tickets with order numbers so customers can scan visually.
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Exploring custom API builds to add a search widget but a native solution would be far more reliable and scalable.