One of the features I like best with c.Support is the ability to send communications with a hyperlink to the incident. This makes accessing the ticket easy. However, the more we utilize custom reports in our environment, the less we have a link to click on. Instead, were often finding that we need to copy/paste the ticket number in order to search for and pull-up a ticket.
From my understanding, when I paste a ticket number in the 'Search' field and click 'Go', the query is only applied to the incidents pertinent to the view I currently have selected. Preparing a search against all incidents requires a few extra steps, and the process takes some getting used to. It seems the initial expectation is that the 'Search' field will operate as a 'Search All Tickets'.
I think a nice feature would be a Ticket Search field - a search box specifically intended for entering ticket numbers that could query all incidents (or just incident numbers) regardless of which view I currently have selected.
Another possibility might be a 'Search All Incidents' checkbox beside the regular Search box.