Using the Visual Advanced Search

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Note: This is an article that references the Classic Agent console. There is a Next Generation version of this article. See Agent Desktop Search.

Using the Advanced Search Visual Tool

Sometimes performing complex searches can get messy. For easy, understandable advanced searching without getting tangled in syntax, you can use the advanced search visual tool. To use it, click the expand arrow on the search bar:

From here, you can search using all of the same parameters possible using syntax, like channels, labels, case status, etc. The difference is that the visual input gives you an easy way to perform complicated searches. In this example, I've searched for email cases containing the exact words "Email form", with a custom label "From Web Portal", that were created this month:

The results are returned dialed in on the exact case I was looking for--a question about email forms, created this month, with my own custom label applied to it.

Looking at the results, I can also see that the system has handily generated syntax to match the search parameters I put in. From here you can revise your search by directly editing the syntax in the search bar, or by clicking the expand arrow—which will pull up the visual search tool ready for revisions:

To learn more about searching, read the basics of searching for cases and customers, or get started about using basic search syntax.

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