Use search

The Search feature allows you to build queries using a form you fill in with your search criteria. You can choose to perform searches on Customers, Conversations, Companies, or custom objects (KObjects), allowing you to optimize your searches for your teams based on your organization's needs. All your saved searches are displayed in the Searches pane, where you can view your most recent searches, organize queries within folders, and find a saved search quickly.

In this article

• The Searches panel
• Use search folders
• Customize search results
• Refresh your search results
• Additional search options

The Searches panel

To access the Searches panel, select Searches. By default, six search queries are already customized and ready to use.

The Recents section

Once you start viewing searches, the Recents section will show your five most recently viewed searches, allowing you to quickly navigate to the search queries that are most relevant to you. The last viewed search will always be at the top of the list.

You can pin up to five of your most used searches in the Recents section to make them easily accessible. Pinned items count towards the five-search maximum displayed in your Recents section.

To pin an item, hover over the search name and select the pin search icon.

Pinned items will be shown at the top of the Recents section and can be identified by the pin icon next to the search name.

Find a search query

Using the search function at the bottom of the Searches panel lets you quickly find a saved query without the need to scroll through pages of results. To find a specific search query, select the magnifying glass icon and enter the query's name. Results that match your input will automatically show as you enter your term.

Use search folders

Search folders allow you to organize searches into broader categories, which makes navigating them more efficient. You can save any search that is visible to you inside a folder created by your administrator.

Available folders are shown in the Saved section of the Searches panel. 

To add a search to a folder:

1. Go to Searchesand select the search you want to add to a folder.
2. Select Edit Search, go to Search Settings, and then go to the folder you want to save the search in from the Folder drop-down menu.
3. Select Save Changes.

To view folder contents, select the folder you want to view. The folder expands and shows all of the saved search queries within it. 

Customize search results

You can customize the information displayed in your search results by adding or removing columns from the default view. Adding or removing a column from this list will override those settings for the local user only.

To change the columns:

1. From the Searches panel, select the search you want to change.
2. Select Change Columnsin the results pane.
3. Select the columns you want to add or remove from the available list. By default, the columns shown are the ones defined in the global Search Settings. 

Refresh your search results

After saving a search, you can manually refresh the results at any time by selecting the  icon in the upper-left corner. This updates the list with the latest conversations that match your filters. Refreshes are limited to once every 10 seconds.

Additional search options

Once you save a search, a menu icon will appear, giving you additional options for the selected search.

The available options are:

• Duplicate Search
  Make a copy of the selected search query.  You can rename the new search and choose whether or not to save it with the same users.
  
  
• Archive
  Archive the selected search. For more information, see this article.
  
  
• Delete
  Permanently deletes the selected search.

Related articles:

• Create and edit searches
• Export search results
• Individual search settings