Overview
Live Search enables you to search and access ticket data immediately after connecting a Linked Account, eliminating the wait for a full sync and letting your users see value fast.
Live Search feature is available for select customers in beta. Please reach out to your representative or [email protected] to inquire about it.
Integration support is currently limited to Asana, Salesforce Service Cloud and Service Now.
How It Works
When you connect a ticketing system to Merge, Live Search lets you search for tickets by ticket_url or by name fields right away. Searching by URL is typically faster and ideal for specific tickets, while searching by name (full or partial string) may take slightly longer, especially for frequently found names. There’s no minimum character requirement for searches, but we recommend enforcing a minimum of 3 characters before searching to narrow down results.
Essential ticket fields, such as the name, due date, description, type, tags, and timestamps (created, updated), are immediately available. Assignees (User Common Model) Merge ids are also returned as a part of the ticket object. To fetch assignee metadata, you can hit the GET /users/{id} endpoint.
Endpoint
Query Parameters: at least one query parameter must be passed into a Live Search
ticket_url: the url of the ticket
name: the text identifier for the ticket; can be either a substring or the full ticket name
Page sizes are defaulted to the third-party configurations
Asana: default is 100 items per page
Servicenow: default is 10,000 items per page
Salesforce Service Cloud: by default we query for the first 200 results for both cases and ticket types, after which we use pagination to retrieve additional results
Real-Time Updates and Edits
Any changes made to tickets in your connected systems are pushed to Merge using third-party webhooks. Updates happen almost instantly, so your app always display the latest data. You can also edit tickets after performing a live request for integrations that support POST or PATCH tickets.
If you need to update a single ticket quickly, the force resync endpoint lets you refresh specific ticket data in real-time with targeted API requests.
Endpoint
Search Efficiency and Customization
For large data sets, ticket results are displayed in pages (not supported by Asana), allowing you to paginate through them efficiently using the remote_next field in the endpoint response. This is especially useful when searching with substring matches, where many tickets might have similar titles.
If you are using Live Search for a typeahead use case, we recommend common typeahead best practices like debouncing and minimum character counts.