Searching in Help Scout

Searching in Help Scout is a great way to quickly locate conversations, customers, and other data within your account. This article talks about using the search feature.

In this article

Who can search what?

Administrators are able to search all data across all mailboxes, so they're able to view everything. Users can also search all data if they have access to all mailboxes. 

However, if a User is restricted to certain mailboxes, only conversations belonging to those mailboxes will show up in their search results.

Search results

You can search for conversations, customers, and other data by heading over to the search bar in the top-right corner in your account. Performing a basic search yields three types of results:

  • Conversations (shows emails, and integration phone calls and chat logs)
  • Customers (shows a list of matching customer profiles)
  • Docs (shows a list of matching articles)

A modal will appear showing you the search results to be able to easily click and view conversations without losing your place. Search columns can be sorted in either ascending or descending order just by clicking on the column title. Press the down arrow to jump from the search bar to your search results.

Refine using filters

You can use the filters in the left-hand sidebar to narrow your search results, and feel free to apply as many filters as necessary. They will automatically populate as you type them in. You can filter using basic fields, such as who the conversation is assigned to ( assigned:), a tag (tag:), and much more. We have a timeframe filter as well, and store the last five searches that you've made. If you're on the Plus plan, you can search by custom fields

Example searches

In addition to adding many different filters in one search, you can also use AND/OR logic to be able to see many types of one filter. For example, if you typed in tag:abc,123, it would yield results for conversations containing either the "abc" or "123" tags. Conversely, if you typed in tag:abc tag:123, it would bring up conversations that were tagged with "abc" and "123". 

In the search below, we want to see all conversations that are assigned to either Jamie or Mark. The results will bring up all conversations that are assigned to these Users.

In the example below, we'd like to see just how many conversations are tagged both "urgent" and "missing". This will show us how many have both tags so that we can tend to those missing packages!

Performing bulk actions

Need to tag or assign conversations in bulk? Just select a few conversations and take note of the nifty menu that magically appears at the top of the page. The menu icons should be familiar, but check out  this article for a quick refresher on those. 

Common questions

How soon can new data be searched?
Search data is updated in real time, though it might take 15-20 seconds for new data to be indexed after a conversation or customer profile is updated.

Are attachments indexed?
Totally. You'll see a small paper clip icon next to conversations with matching attachments.

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