Searching the Help Desk is straightforward, you just type in your query and get your results. But with a few more tips, you can become an advanced user and find what you are looking for much faster!

To search for conversations or tickets, click the search icon on the top left of the Help Desk.

Then, start typing your keywords and conversations or tickets that match your search will automatically be shown.

When you make a search, we return conversations and tickets that match your query.

Your search results will appear in the order of most relevant conversations first. To view the oldest, or newest conversations first, use the dropdown on the right:

Here are the available filters when searching in the Help Desk:

To find something more specific, like mentions of a topic within a certain date range, or all conversations with a specific tag, you can add filters to your search. For example, if you’re trying to gauge interest in a new reporting feature, you could search for all conversations with the keyword “Report” that also have the tag “Feature Requests”.

You can also search without any keywords, using only filters to find relevant conversations.

Example: “Tag: Beta feature, Date: Last 30 days”.

To add filters to your search, type any keywords you’d like to include, then select one of the filters below the search bar, such as Tag.

Next, start typing the name of the tag you’d like to filter by, and select the right one.

This will return all conversations containing that keyword, with that tag applied.

If you want to further refine your search, you can add more filters in the same way as above, like Date.

Then, select the value you’d like to filter by.

You can also search the Inbox and filter by Conversation Data Attributes or Ticket Attributes. Simply use the + filters button to choose the filter you need for your search term.

To remove a filter for a broader search, click on the filter and then hit Clear.

Search for a number and filter by Conversations. We will return the conversation that has the same ID as the number. We will also return all conversations that contain that number, as usual.

Search for a number and filter by Tickets. We will return the ticket that has the same ID as the number. We will also return all tickets that contain that number, as usual.

You can search by users simply typing in their email address. There is no need to select the User filter option first.

If you type in bob@example.com you’ll find all conversations with users with that email address. You can surround the email with quotes if you want to search for the email in the text of the conversation, ie. "bob@example.com"

For clarity, here's a table which shows all of the possible ways of searching with an email:

Conversations and tickets are associated with companies in different ways:

We offer sorting the matching conversations/tickets in two ways:

When you search, we look at various factors and return the most relevant conversations and tickets first. Some of the factors that we take into account are:

We use the Relevance sort by default because it has a higher chance of surfacing the conversations and tickets you are looking for first. But sometimes this assumption can fail.

For example: sometimes you might be looking for the most recent conversation that matches your query, even though there are other better matches. For these cases, we suggest using the Newest sort that returns matching conversations based on when they were last updated.

If you are looking for a particular conversation or ticket, try to search for words that are present in the conversation/ticket but are otherwise uncommon. For example, if you are looking for a conversation containing: Hey, help needed! How do I make cookie dough?. If you search for help needed, you might also find other conversations where people are asking for help. A better search here could be cookie dough.

Adding more words that exist in the conversation or ticket you are looking for will help you find your conversation faster. In the previous example, searching for cookie help needed is better than help needed.

Use double quotes when you know the exact phrase you are looking for. For example, searching for "make cookie dough" will return only those conversations that contain exactly these three words in the same order.

The Help Desk search will allow you to search for all conversations currently assigned to a specific teammate and you can also search by the conversation state:
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You can also create a Help Desk View to easily access these conversations.

However these options will not show conversations they participated in that are not currently assigned to the teammate. If you wish to find all conversations participated in, you will need to create a Custom Report and use the "view conversations" option.

The Created by you inbox shows items created by the teammate who's logged in, so it's a quick way of finding conversations and tickets you've created, even when they’re assigned to someone else.
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This includes:

The inbox counter shows the number of open items that were created by the teammate who's logged in. The counter will automatically update when new items are created or when an item changes status (i.e. closing a conversation will reduce the counter).

Using table layout – A "Created by" column is also available in table view. You can access it by scrolling to the right until you reach the end of the table, then click the + icon in the table heading and select "Created by".

Using the details sidebar – You can also check who created an outbound conversation or Customer ticket in the "Conversation attributes" section of the Details sidebar.

In search – Filter Help Desk search results with the "Created by" filter. To do this, open the search page, click + filters and select "Created by". Once added, select a teammate.

In views – Use the "Creator" filter when creating views. To do this, open the view modal by either editing or creating a view. Click + Add filter and select "Creator". Once added, you are able to select is, is not, is unknown, and has any value. You can then search for teammates and select one.