Ticket filtering works great, but it would be extremely helpful to add a couple of fields to the filter options. 1. keyword 2. User name.

I know you can search for a keyword, but there isn't the ability to check off and merge tickets (or some of the other features you get with filter results) from within the search results. The same for User. I can search for a specific user's tickets, but there isn't the ability to check off and merge/manipulate tickets like you can do with the filters.

An alternative solution would be to enhance the Search results window, and the user's tickets to be able to manipulate the tickets like you can on the filter results window.

A business case would be where a user submits tickets via email, but uses different subject lines every time they reply or update an issue, resulting in multiple tickets spread out over some period of time.

Another case is where a customer has an issue or outage, and numerous users within that company report the issue via email. They all use different subject lines. Filtering by a keyword of my choosing would allow me to merge all the tickets for a specific event into one.