Search and filter conversations

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: all roles.

Search and filters narrow the inbox list to the conversations you need. You can type words, use short search codes, or build filters with menus.

Prerequisites

• Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
• You have the inbox open. Read Find your work in the inbox.

Search by words

1. Select the search box Search… above the list.
2. Type at least two characters.

The list shows the conversations whose subject, requester name or requester email contains your words. The search does not look in the text of the messages.

Search codes

You can type a code in the search box to filter the list. A code is a word, a colon and a value, without a space. For example, status:open shows only open conversations. While you type, the search box suggests codes and values. Use the arrow keys and Enter, or select a suggestion.

• You can combine codes with words. For example, priority:high printer shows high priority conversations about a printer.
• For a value with spaces, put the value in quotes, for example tag:"key account".
• Use one status: code and one channel: code at a time. You can use several priority: codes.
• The search box also suggests from:, is:unread and is:read. from:alice shows conversations whose contact name or email contains this text. is:unread shows conversations that you have not opened yet, and is:read the ones you have opened.
• Search codes work with the Basic filters. When the Advanced tab has conditions, type only words in the search box.

Filter with menus

1. Select Filters, at the right of the search box. The filter panel opens.
2. On the Basic tab, open a menu and select one or more values. The menus are Status, Priority, Channel, SLA State, Mailbox, Assigned Agent, Assigned Team, Category, Type, Sentiment and Created Date.
3. In Assigned Agent, the first two values are Me and Unassigned.
4. To filter by date, open Created Date and select Custom range. Then enter a date in After, in Before, or in both. After includes its date; Before does not.
5. To close the panel, select Filters again. Your filters stay active.

The number on the Filters button shows how many filters are active. The address of the page keeps your menu filters, so you can bookmark a filtered list.

Build advanced filters

Use the Advanced tab when you want to exclude values, or to combine conditions with Match any condition.

1. Select Filters, then the Advanced tab.
2. Choose how conditions combine: Match all conditions or Match any condition.
3. Select Add condition.
4. In the new row, choose a Field, an Operator and a Value. For example: Status, excludes, Closed.
5. Add more conditions if you need them. To remove a condition, select the red minus sign at the start of its row.

For Created Date and Updated Date, in the last offers a choice of periods, and between asks for a start date and an end date.

While the Advanced tab has conditions, the list also shows archived conversations and conversations marked as spam, and the quick tab does not apply. To see only your conversations, add a condition on Assigned Agent.

Advanced conditions are not kept in the address of the page. When you reload the page, they are gone. A saved view keeps only the Basic filters.

See and remove active filters

Each active filter shows as a small label below the search box, for example the field name and its value.

• To remove one filter, select the cross on its label.
• To remove all filters, select Clear all. This does not empty the search box and does not change the quick tab.

Result

The list shows only the conversations that match your words, codes and filters. To keep a set of filters for later, read Save your own views.

If something goes wrong

• The search finds nothing. Type at least two characters. The search looks at the subject and the requester, not at the text of the messages. Check the quick tab and the filters too.
• A search code stays in the search box as text. Check the spelling of the code and that there is no space after the colon. Unknown codes are searched as normal words.
• An advanced condition does not change the list. Check that the condition has a value. A between condition needs both dates.
• Your advanced filters disappeared. Advanced conditions are lost when you reload the page or leave the inbox. Build them again.

Related articles

• Find your work in the inbox
• Save your own views
• Work on many conversations at once