You can search for messages located in a specific queue or department, or in a specific user's Inbox. The departments that appear in your Find by Department window are owned by your KANA administrator. Contact your KANA administrator if you need to find a department that is not displayed in your window.
Tip: If you are unsure of a message's location, you can search for All messages and leave the Owned by option clear. If the Owned by option is not available (grayed out), your administrator has elected to restrict your find options so that you can search within only one department, user, or queue at a time.
To find by department, user, or queue:
Open the Find window in one of the following ways:
Click the Select button next to the Owned by field in the Attributes region.
Enter search criteria as described in the Find window.
Click Find Now.
Results are displayed in the Find Message Results window.
To view message contents from the Find Message Results window:
Select the message to be viewed in the Find Message Results window.
Click the View the selected message icon to view the message in the Message Viewer window.
Note: If you search for messages owned by a department, KANA Response finds all messages that belong to that department; it includes messages owned by users in that department.
Note: The Secure Lock icon in the Secure Message column indicates that the message is confidential.
How do I answer a message?
How do I review a message?
How do I reject a message or return it to the agent?