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Use search to organize your work

Last Update: Sep 2024 • Est. Read Time: 4 MIN
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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.

Who can access this feature?
User typesManagers and admins have access to searches.


In this article

The Searches panel

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

Note: For more information on customizing the display order of items in the Searches panel, see Manage your searches.

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 to the Recents section to be 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 that is located at the bottom of the Searches panel lets you easily 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 Searches and 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. 

Individual search settings

You can set individual settings for each search by selecting Search Settings while you edit your search.

Settings tab

The following options are available:

  • Name lets you edit the name of the search.
  • The icon lets you change the icon that will be displayed with the search in the Search list. Only this icon will show when the search list is collapsed.
  • Folder lets you select which search folder your query should be categorized in. For more information, see Manage your searches.
  • Badge Count lets you display the number of results in your search.

    Note: The badge count will only update live for searches not in a folder and will be updated automatically every 60 seconds. For any search saved within a folder, the count will update once you navigate to the folder and expand its contents.

  • Badge Color lets you add or change the badge color that displays the number of results in your search.

Visibility tab

The visibility settings allow you to specify who can view a search.

The following options are available:

  • Global Visibility Setting allows you to determine whether a search is publicly shown in Search, or is set to private.
    • Search Only sets searches to only appear in the search list.
    • Private allows you to share the search with select teams and users of your organization or keep it private for your own use.
  • Team Visibility Override allows you to change the visibility of your search for specific teams, or grants teams access to a private search.
  • User Visibility Override allows you to change the visibility of your search for specific users or grants them access to a private search.

In our example, our search is set to be only visible to the Customer Experience (CX) team.

Column tab

You can select which columns you want to display in the search results to provide the most relevant information at a glance. These settings will only be applied to the current search.

Export search results

You can export current search results as a .CSV file and email the download link to any address you choose. This allows you to access and share the most current results with members of your organization. The export is limited to 50k rows of information, and you can only run one export at a time.

Notes: 

  • Searches do not return results for conversation, message, and custom object data updated over two years ago. To search for this data, please use global search.
  • Exporting searches is only available to organizations on Enterprise or Ultimate plans.

To export search results:

  1. From the Searches panel, select the search you want to export.
  2. Select Export Search .
  3. Select the criteria you would like to export from the Export Properties box. By default, the default global columns for the selected search are automatically exported. You can change these values by removing them or adding them from the drop-down menu.
  4. Enter the email addresses where you would like to receive the download link.
  5. Select Run Export.
    An email will be sent to the address provided with a link to the CSV download.

Customize search results

You can customize the information you want to display 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 Columns in 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. 

Additional search options

Once you save a search, a menu icon becomes available, giving you additional options for the selected search.

The available options are:

  • Duplicate Search allows you to make a copy of the selected search query.  You can rename the new search, as well as choose whether or not to save it with the same users.
  • Archive will archive the selected search. For more information, see Global Search Settings.
  • Delete permanently deletes the selected search.

Note: Open saved searches will automatically refresh every 6 seconds.