Search Filters With Operators

You can search for conversations, customers, and other data using a full text search. For the basics, start with Search in Help Scout. In this article list the different filters you can use, with details about the operators you can use with them, to narrow down your results. 

Basic Filters

Filter Examples and Operators What it Does
assigned assigned:Josie Gato Searches for conversations assigned to either Josie Gato
assigned:Josie Gato,Ron McNea Searches for conversations assigned to either Josie Gato or Ron McNea
assigned:josie* Searches for conversations assigned to any User whose name starts with Josie
customer customer:Eliot Searches for conversations with any customer named Eliot involved in the conversation, and any customer with the name Eliot

customer:"Eliot Rosewater" Searches for conversations where a customer with the exact name Eliot Rosewater has been involved, or any customer with the exact name "Eliot Rosewater"
mailbox mailbox:Orders Searches for conversations or customers in the Orders mailbox (case sensitive)
mailbox:Orders,Returns Searches for conversations or customers in the Orders or Returns mailboxes (case sensitive)
status status:active Searches conversations that have a Active status. Active, Pending, Closed and Spam work here.
status:active,pending Searches conversations that have a Active status or a Pending status. Active, Pending, Closed and Spam work here.
subject subject:rainbow Searches for conversations where the subject contains the word "rainbow"
subject:"have a question" Searches for conversation subjects that contain the exact phrase "have a question" (not case sensitive)
subject:(coffee OR tea) Searches for conversations where the subject contains the word "coffee" or the word "tea"
subject:(coffee tea) Searches for conversations where the subject contains the word "coffee" and contains the word "tea" in no particular order
tag tag:carrots Searches for conversations that have the tag "carrots"
tag:"dogs love carrots"
Searches for conversations that have the tag "dogs love carrots"
tag:(dogs OR carrots)
tag:dogs,carrots
Searches for conversations that are tagged with either "dogs" or "carrots"
type
type:chat Searches conversations of type chat. Chat, email, and phone type accepted.

type:email,chat Searches for conversations of type chat or email. Chat, email, and phone type accepted.
body body:"what a beautiful day" Searches conversations where the customer reply, the User reply, or a note contains the exact phrase "what a beautiful day"

body:("what a day" OR "how about tomorrow") Searches conversations where the customer reply, the User reply, or a note contains the exact phrase "what a day" or the exact phrase "how about tomorrow"
replyFrom replyFrom:Josie Gato Searches for conversations with replies from Help Scout User Josie Gato   
noteFrom noteFrom:Ron McNea Searches for conversations with notes from a Help Scout User Ron McNea
number number:1234 Searches for conversation #1234
id id:123456 Searches for the unique conversation ID (the number before the conversation number in the URL)
email email:eliot@rosewater.org Searches for a customer or conversations from a customer with the email eliot@rosewater.org

email:rosewater.org Searches for customers or conversations with customers with the email domain rosewater.org
attachments attachments:true Searches for conversations with attachments   

attachments:false Searches for conversations without attachments   

Timeframe Filters

Filter Examples and Operators What it Does
after after:2020-01-25 Searches for conversations closed on or waiting since after January 25, 2020.
before before:2019-12-31 Searches for conversations closed on or waiting since before December 31, 2019
between between:2020-07-06&2020-07-10 Searches for conversations closed or waiting since a day in the range of July 6, 2020 to July 10, 2020, including the start and end dates
on on:2020-02-05 Searches for email closed on or waiting since February 5, 2020

Note: Plus and Company plan accounts that have set up Custom Fields will also be able to filter by those custom fields! 

Extra Information

Combine them all

You can combine filters and operators to create very precise searches. Just make sure you have a space between the filters! For example, if you want to find conversations that have a subject that includes "coffee" or "tea", assigned to Josie Gato, tagged with "carrots" this is your search: 

subject:(coffee OR tea) assigned:Josie Gato tag:carrots 

By default, two or more filters assumes that you mean that you want your results to match both criteria, meaning tag:carrots assigned:Josie Gato would bring you conversations that are tagged with carrots and assigned to Josie Gato. You can use OR and NOT operators instead of spaces between the filters to change that function. 

Examples:

  • tag:carrots OR assigned:Josie Gato would bring back all conversations assigned to Josie and all conversations tagged with carrots
  • tag:carrots NOT assigned:Josie Gato would bring you all conversations tagged with carrots that are assigned to anyone other than Josie

Exclude terms

You can also use a hyphen (-) to exclude terms from your search. For example, if you wanted to search for conversations with a subject that includes the phrase "have a question" but you don't want to include ones that are assigned to Josie, you would use:

subject:"have a question" -assigned:Josie Gato

Custom URLs

If you're looking for a way to construct a URL that runs a search query in Help Scout, just start with this URL:

https://secure.helpscout.net/search/?query=search+term  

Just replace search+term with what you want to search for!

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