Filter ticket without a specific tag
Actually the current problem is, when setting up a view, is not possible to use a rule "is not", only "is".
A filter rule "is not" (ticket, type, etc) will be really really helful to enchance workflow.
5 years on and we can still only filter using "is". Ideally, we would like to uses views where we can set tag "is not" something and have all tickets returned which are not tagged with "something".
A must have feature really as freshdesk views are the key to success!
I`ll bump this again. Its been 5 years since this request was posted and I cant seem to find any solution. We just started using Freshdesk and excluding tags from ticket search would be great to keep our tickets tidy and less cluttered from the get-go.
It would be nice if we at least can get an answer from Freshdesk on this
There is Unassigned for Agent, there is Unassigned for Group, so how come there is not Unassigned for Tags.
Come on Freshdesk, you have the algorithms built, but it just seems like you are too lazy to implement a feature that would help EVERYONE.
Now I have to export the whole population set and find them in excel. That hurts your whole infrastructure.
This is exremely required - having the option of Negate in all filter fields, especially with Tags. I was surprised to find out that it's not possible.
This is really frustrating. The fact that it's been 6+ years without any official reply from Freshdesk to this thread is really unprofessional. Is it on the roadmap or not?
+12Hello,
We have been working on making the community, a better place for our users to discuss and share ideas. It hasn't been ideal all these years and I apologize for making you feel unheard. It is my sole responsibility to be more responsive on the community going forward.
I noticed two different requests being discussed on this topic.
1. "Is Not" operator for all fields like Group, Type, Tags, etc to filter for tickets that don't contain a specific value
2. "Unassigned" option in Tags to filter tickets that don't contain any tags
Suggestion (1) requires a complete revamp of our existing filters section and I can confirm that it's not in our immediate plans. We'll continue to monitor the response for this thread and see if we can add this in the future.
Suggestion (2) should be a straightforward change and doesn't seem to be complicated as (1). That's what I think so - I might be wrong. I'll have a word with the team and come back with more inputs on this suggestion.
Cheers!
Both features- "is not" operators in fields (used in Dispatcher, Supervisor and Observer rules) and an 'Unassigned' option for tags would both be useful.
We use tags to indicate if a team member outside of Freshdesk is assigned to the ticket (i.e. software developers who don't need access to Freshdesk directly).
As for the 'is not' operator, that would be useful since a lot of my time is spent trying to find tickets that may not meet specific conditions/are not categorized properly. These kinds of tickets tend to fall into cracks and don't get noticed (SLA policies aren't enough to bring these tickets to a team's attention in many cases).
Both great suggestions!
In general, the ability to use "NOT" operator on values for any field is not just nice to have but really necessary. I've used the REST API extensively and have been frustrated by the lack of "NOT" capability.
I'd also like to see the ability to AND and OR values and fields. Much more complex but just as important. At least from the API if not from the UI.
Ten years and counting. Freshdesk couldn’t care less.
C’mon, do something about that please!
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