Use Inbox Search to find any conversation or ticket across all your inboxes — by keyword, email address, ID, or filter. This article covers how to search, filter, sort, and act on results.
How to search the Inbox
Click Search in the left sidebar of the Inbox to open the search view.
Type a keyword, email address, or conversation/ticket ID into the search bar. Results appear automatically as you type.
Use double quotes to search for an exact phrase — for example, "refund request" returns only conversations containing that exact wording.
Note: Inbox Search is available to teammates with Inbox access. Keyword search is optimized for English. Boolean keyword logic (AND/OR) is not supported, but you can combine keywords with filters to achieve similar results. Some filters — such as Fin AI Agent, Fin Sales, and Fin for Ecommerce — are only visible if those products are enabled on your workspace.
Filtering by conversation or ticket type
Use the All dropdown at the top left of the search view to narrow results by type:
All — shows conversations and tickets together (default)
Conversations — shows only conversations
Tickets — shows only tickets
Adding filters
To filter Inbox search results, click + Add Filter after entering a search term — or use filters alone without any keyword. The following filters are available:
Assigned to — the teammate assigned to the conversation or ticket
Team — the team assigned
Tag — conversation tags applied
Topic — the topic label
User — the customer (lead or user) who started the conversation or ticket
Company — the company associated with the conversation or ticket
Ticket state — the current state of a ticket
Status — open, closed, or snoozed
Priority — the priority level
Title — the conversation or ticket title
Started — when the conversation or ticket was created
Each filter appears as a pill in the filter bar. Click the ✕ on a pill to remove it, or click Clear at the top right to remove all filters and start over.
Some filters — like Conversation ID — support numeric operators, so you can filter across a range rather than matching one exact value. This is useful when you want to find all conversations above or below a certain ID, or check whether a numeric field has been set at all.
The available operators are:
• is — matches the exact number • is not — excludes the exact number • greater than — returns results with a higher value • less than — returns results with a lower value • has any value — returns results where the field has been set • is unknown — returns results where the field has not been set
Match all vs. match any
When two or more filters are active, a Match all toggle appears in the filter bar. This controls the logic used to combine your filters:
Match all — results must match every active filter (AND logic)
Match any — results must match at least one active filter (OR logic)
Sorting results
Use the sort dropdown at the top right to change the order of results:
Relevance — surfaces the closest matches to your search first (default when searching by keyword)
Oldest activity — least recently active conversations and tickets first
Searching by conversation or ticket ID
Type a numeric ID directly into the search bar. The matching conversation or ticket appears at the top of the results. You can also use the All dropdown to filter by Conversations or Tickets if you know which type you're looking for.
Tip: Find a conversation ID by looking at the end of the URL when viewing it in the Inbox — for example, .../conversations/215472322478539.
Searching by email address
Type a customer's email address directly into the search bar — no need to select the User filter first. This returns all conversations and tickets associated with that email address.
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