Help center Cases and collaboration Find cases, people, companies, and knowledge with Search Updated Wednesday, October 28, 2026 · Marcel Gravelle Search helps you recover customer context across cases, people, companies, knowledge and connected JIRA records. A precise identifier can be especially useful when several contacts belong to a customer or similar company names appear in the system. Open the result and verify its context before acting. At a glanceFor: agents, specialists, account owners, and team leads. Applies to: Supportbench Core.Start here: App header → Search Find the right record · Narrow a broad search · Understand the result scope · Search during B2B support work · Find the right context when a customer gives incomplete information · Choose direct search, Co-Pilot or a working view · Resolve common search problems Find the right record Open Search in the app header, or use / when the search shortcut is available.Enter a name, full email address, case number, JIRA key or distinctive phrase.Choose All for discovery, or narrow to Cases, People, Companies, Knowledge or JIRA.Read the preview and open the full record. Confirm company, contact and recent context before replying or changing the case. Narrow a broad search Choose Cases, Knowledge or JIRA before opening advanced filters. Those filters are not offered from All, People or Companies.Set the available criteria for that domain and search again.If nothing appears, check both your phrase and active filters. Try a known record identifier before concluding that the record is missing. Understand the result scope All combines independently returned, bounded results from several sources. Results can appear as each source returns, so a slower connected service does not necessarily hold back faster results. This discovery view is not a complete historical export.Record access still applies. A preview does not grant permission to open the record, and connected results depend on the relevant integration. The New case action appears only when case creation is permitted. Use working views and reporting when you need a broader, repeatable operational review. Search during B2B support work NeedUseful searchVerify nextIdentify the right account contactA complete contact email in PeopleThe associated company and current relationship.Review an escalationThe case number in CasesOwner, latest activity and customer commitment.Find a reusable answerThe product name and symptom in KnowledgeArticle version, prerequisites and applicability.Check an engineering issueA JIRA key in JIRAThe issue’s current information; do not infer a promised delivery date. Find the right context when a customer gives incomplete information A caller remembers an engineer’s name and an error but cannot find the case number. Work from the strongest identifier available and verify the relationship before acting. Search results help you discover records; they are not a complete account history.If you have a case ID, choose Cases and search that exact ID. Open it and confirm the company/contact before discussing its contents.If you have a full email address, choose People and search it. Check the person’s company relationship; a consultant can work with more than one organization. Open the relevant case/customer context rather than inferring access from an email domain.If only the organization is known, choose Companies. Compare similarly named results and open the intended company’s history. Use the fuller case list when the recent panel is insufficient.For a reusable answer, switch to Knowledge and search the product plus symptom. Read the candidate article’s prerequisites and version before following it.For a known engineering issue, use JIRA with the exact key when that integration is available. Verify the returned issue context and do not infer a customer delivery promise from an internal status.If a query produces nothing, check the selected domain and active filters. Advanced filters belong to Cases, Knowledge and JIRA; they are not offered from All, People or Companies. Try a shorter distinctive phrase or known identifier, then check permission/integration availability before concluding that a record is missing. Choose direct search, Co-Pilot or a working view NeedUseOpen a known record quicklyDirect Search with the strongest identifier.Ask a question and examine cited evidenceYour Co-Pilot, with enough product/customer context and source verification.Review the same operational population every dayA saved view with understood criteria and scope.Distribute a repeated snapshotA verified scheduled data view with reviewed recipients.The All search combines bounded results from independent sources. It is useful for discovery, but its counts should not be presented as a complete customer inventory or audited performance report. Resolve common search problems ProblemCorrectionNo result appearsCheck domain, spelling, filters and access; try an exact identifier.Advanced filters are unavailableChoose Cases, Knowledge or JIRA.A result looks like another customerOpen it and verify the company/contact before sharing information.An older record is absentSearch is bounded and permission-aware. Use the known ID or an appropriate case/reporting view.A result cannot be openedCheck underlying record access or integration availability with an administrator. Continue learning Search and assess knowledge articlesBuild a working viewUnderstand companies and contacts Was this article helpful? Yes No Thank you for your feedback.