Currently, when associating contact to a ticket and searching for contacts using partial email strings that include special characters (e.g. “@”), the search splits the query into tokens and returns many false positives, while failing to return the actual matching contact (e.g. searching for sg@j does not return service.sg@jpmorgan.com).
Requested improvement:
Allow contact search to support partial string matching across the full email value, including special characters, or provide a more exact-match option when searching by email.
This would significantly improve usability for Support and CS teams working with tickets.
Thanks,
Lior