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Option to sort the ticket fields based on the "is not" condition

Related products:Freshdesk
  • Jun 26, 2023 6:59 AM UTC
  • 13 replies
  • 336 views
Claire Leroy-Papa
Apprentice
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Hello,

 

We would like to be able to sort tickets by excluding one value instead of listing all the other values. To take an example, if I want to search for tickets with every status except “waiting on customer”, I can’t. At present, I can only search tickets with all the other status, which is unpractical.

Would it be possible to implement this feature ?

 

Best regards,

Claire Leroy-Papa.

Sep 21, 2023 10:10 AM UTC

Hello, thank you for sharing the suggestion. Having a “NOT filter” is part of our near term roadmap commitment. We will do a launch around it soon! Please keep an eye out on the newsletters. Thank you again!

    13 replies

    julia.a
    Top Contributor ⭐
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    • julia.aTop Contributor ⭐
    • Top Contributor ⭐
    • Jul 25, 2023 1:34 PM UTC

    This has already been raised here before:

     

    Julia A.
      thecatalyst
      Community Debut
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      • thecatalyst
      • Community Debut
      • Sep 21, 2023 10:10 AM UTC

      Hello, thank you for sharing the suggestion. Having a “NOT filter” is part of our near term roadmap commitment. We will do a launch around it soon! Please keep an eye out on the newsletters. Thank you again!

        alyssia.correa
        Skilled Expert
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        New Idea→In progress : Included in Product Roadmap
        Ally, Freshworks Community Manager
          alyssia.correa
          Skilled Expert
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          The following idea has been merged into this idea:

          All the votes have been transferred into this idea.
          Ally, Freshworks Community Manager
            alyssia.correa
            Skilled Expert
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            Hello @julia.a - Thank you so much for letting us know about the duplicate ideas. It has been merged now :)

            Ally, Freshworks Community Manager
              Alex326
              • Alex326
              • Jul 19, 2024 9:41 AM UTC

              thanks for the update 

              TuitionBot
              Community Debut
              • TuitionBot
              • Community Debut
              • Jul 19, 2024 9:06 PM UTC

              Is there an update on this feature? 

              msconfig87
              Top Contributor ⭐
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              • msconfig87Top Contributor ⭐
              • Top Contributor ⭐
              • Jul 22, 2024 8:07 AM UTC

              @TuitionBot I noticed that there is an exclude now in the advanced filters:
               

               

                azulakj
                Active Contributor
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                • azulakj
                • Active Contributor
                • Jun 11, 2025 7:16 AM UTC

                Hello, i am not sure if there is a plan to extend this to other modules.

                The inventory module filters are too basic right now, and there is no advanced filtering to use the “excludes” condition. 

                I know that the main purpose for this idea is the ticket module, but the Inventory module is also important for an effective IT Service Desk

                  Viniket
                  Community Debut
                  • Viniket
                  • Community Debut
                  • Sep 19, 2025 8:17 AM UTC

                  Hello All,

                  Thank you for your patience. We’re happy to share that the "Does Not Include" logic is live in Freshdesk (General Availability).

                  We hope this enhancement makes it easier and more efficient for you to filter tickets.

                   

                  Regards,

                  Viniket P

                  Product | Freshworks

                    Viniket
                    Community Debut
                    • Viniket
                    • Community Debut
                    • Sep 19, 2025 8:19 AM UTC
                    In progress : Included in Product Roadmap→Implemented : Idea is live
                      Community Debut
                      • Dr Evil
                      • Community Debut
                      • Dec 1, 2025 10:52 AM UTC

                      Are these filter options meant to be working for Custom Dependent fields?

                      Companies and Contacts are defaults, About is a Custom Dependent field
                       

                       

                      rfmadison
                      Community Debut
                      • rfmadison
                      • Community Debut
                      • May 27, 2026 4:08 PM UTC

                      Are these filter options meant to be working for Custom Dependent fields?

                      Companies and Contacts are defaults, About is a Custom Dependent field
                       

                       

                      Like most changes FreshDesk seems to make, it’s half-baked. Seems like they didn’t apply this feature to custom fields. Why? Who knows, but I bet we’ll have to wait 5+ years for them to do anything about it, if ever.

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