How to Search Email Cases

As your contact center handles more interactions, the total number of cases continues to grow. In Agent Desktop 2.0, the primary method for locating historical email cases is through the Records search interface. This interface allows you to apply search filters, open multiple search tabs at once, and save searches.

Search for cases in the Records view

Open the Records View

To search for cases:

1. Open the Records section from the left navigation menu.
2. Select the Cases tab.

Search Cases

To search for cases:

1. Click Filters.
2. Enter one or more search criteria.
3. Click Apply.

The search panel allows you to search using multiple fields, including:

• Case Reporter
• Created date
• Last Updated date
• Email Subject Text
• Email Body Text
• Case Note Text
• Service
• Status
• Agent
• Last Agent
• Category
• Flagged Case (true/false)

Use filters to refine case searches

Applied search criteria appear together in the search field using keyword-style expressions joined by the word AND.

For example:

created = 04/07/2026 AND state: Pending

This allows you to narrow results using several conditions at the same time.

Multiple Searches

You can run multiple searches at the same time by clicking Add Search at the top of the Records view.

Each search appears as a separate search tab near the top of the page, allowing you to switch between different search results without losing existing filters or search criteria.

Run multiple searches from the Records view

Saved Searches

You can save searches for future reuse.

To save a search:

1. Configure the desired search filters in the New Search panel.
2. Click Save.
3. Enter a name for the search.

Saved searches are stored in the Saved Searches tab within the Filters panel.

Previously saved searches

Saved searches can help you quickly reopen commonly used filter combinations.