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Create and edit searches

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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You can build customized searches to help you organize everything from customers to companies. In this example, we will be building a search query that will return all VIP customers who currently have an unhappy sentiment. 

Who can access this feature?
User typesAdmins and users with Searches permissions can access these features.


In this article

Create a new search

Use the Searches  panel in the navigation bar to view existing searches or create a new one.

Note: Searches do not return results for conversation, message, and custom object data updated more than two years ago. To search for this data, please use global search.

To create a new search query:

  1. Open Searches and select + New.
  2. In the toolbar at the top, select an icon and name for your search.
  3. Decide what kind of search you'd like to build and select the appropriate option. Depending on how you would like to organize your support work, searches can be defined as segments of either Customers, Conversations, Messages, Companies, Custom Objects, or app-created objects. For example, you can create a search focused on specific customers that require action from your support team.
  4. Next, determine what the search criteria will be. The available options are:
    • All of the following shows results that match every condition set.
    • Any of the following shows results that match at least one of the conditions set.
  5. Enter the appropriate search criteria in the boxes provided. For this example, since we want to find customers who are both VIP status and unhappy, we'll set these conditions under All of the following.

    Tip: To add multiple sets of criteria, select + Add after each condition.

  6. Select Edit Default Sorts to specify the default order in which search results will be shown.
    Your search results will always be sorted by the Primary condition, unless the search returns two customers or conversations with the same value. In that circumstance, the Secondary sort condition will be used. In our example, let's say we set the Primary sort to be by Status, and the Secondary sort to be Oldest Inbound Unresponded Message. The search results will first try to sort all conversations by their current status (Open, Snoozed, Done). If, multiple conversations have an Open status, the sort will then use the Secondary condition to sort these conversations by which conversations have waited the longest for a response.
  7. Once you finish building your search, select Save. Your new search will appear in the Searches panel.

For information on organizing your searches in folders, see this article.

Edit an existing search

Any search you've created in the past can be changed and resaved.

To edit an existing search:

  1. Go to Searchesand select the one you want to edit.
  2. Select Edit Search  in the toolbar.
  3. When you're finished making changes, select Save. Results will update as changes to the query are made, but they will not be saved until you select Save.

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