Overview
End-users often report that they are trying to search for conversations using the conversation ID or number from the Help Center and are not successful. This is expected behavior; it is not possible to search based on conversation IDs from the Help Center.
Solution
Searching for conversations in the Help Center is confined to conversation subjects and content of the body. Also, names, identities, tags, priorities, statuses, attachments, and even custom fields can be used to search for conversations but not conversation IDs.
Searching for conversations using the ID works in the agent area. You may use the modifier id:4362where 4362 is the actual ID when searching in the agent area.
We have already added a feature request to our engineering team, to allow the search using the conversation ID.
Testing
Go to the Help Center and try searching using conversation subjects and content of the body. Your search may yield several results depending on how many conversations contain the information you type.