Cross-team complaint search
Ticketclosed
Grisedale Search & Selection: documents · Cross-team complaint search
Customer asked about searching complaints across all client teams. Bethan explained native cross-team search, then suggested saved search templates for new user onboarding.
What happened
What this says
Current to 12 Oct 26Customer asked about searching complaints across all client teams. Bethan explained native cross-team search, then suggested saved search templates for new user onboarding.
Problem: Consultants needed to search complaints across finance, legal and HR roles for a single client. Lauren Pilkington was unsure if cross-team search was possible.
Handling: Bethan confirmed search by client name returns complaints from all roles and teams, with optional role filtering afterward. She suggested admins could save a search template to share with the team as a standard practice.
Watch: The customer was satisfied with the solution.
Details
Updated 9 Oct 26Trail
created · Lauren Pilkington 15 Jul 2024 09:55Quick question - can our consultants search across all client complaint types at once, or do they need to filter by role? We've got people in finance, legal, and HR roles, and sometimes a client complaint touches all three areas. Would save us hours if we could do a single search to find all complaints related to a client, regardless of which team they came in through.- public_reply · Bethan Lister 15 Jul 2024 17:00Good question! You can search by client name or account ID, and it'll pull complaints from all roles and teams at once. The filter sidebar on the left lets you then narrow down by role if you want to focus on just HR or Legal, but the base search is cross-team. I can walk you through it if you'd like?
- public_reply · Lauren Pilkington 16 Jul 2024 15:58That's exactly what we needed! So just search the client name and everything comes up. Is there a way to set that as the default view so new consultants see the full picture first?
- public_reply · Bethan Lister 18 Jul 2024 14:48You can't set a global default, but your admins can save a search as a template that other consultants can use. Have a look at the saved searches section - you can set one up for 'all complaints by client' and share it with the team. That way new people see it straight away. Thanks, Bethan
- status_change · 22 Jul 2024 23:59