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Implemented : Idea is live

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

Related products:Freshdesk
  • June 26, 2023
  • 13 replies
  • 275 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.

September 21, 2023

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 ⭐
    • July 25, 2023

    This has already been raised here before:

     

    Julia A.
      thecatalyst
      Community Debut
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      • thecatalyst
      • Community Debut
      • September 21, 2023

      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
          Forum|alt.badge.img+8
          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
              • July 19, 2024

              thanks for the update 

              TuitionBot
              Community Debut
              • TuitionBot
              • Community Debut
              • July 19, 2024

              Is there an update on this feature? 

              msconfig87
              Top Contributor ⭐
              Forum|alt.badge.img+10
              • msconfig87Top Contributor ⭐
              • Top Contributor ⭐
              • July 22, 2024

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

               

                azulakj
                Active Contributor
                Forum|alt.badge.img+2
                • azulakj
                • Active Contributor
                • June 11, 2025

                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 Manager
                  • ViniketCommunity Manager
                  • Community Manager
                  • September 19, 2025

                  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 Manager
                    • ViniketCommunity Manager
                    • Community Manager
                    • September 19, 2025
                    In progress : Included in Product Roadmap→Implemented : Idea is live
                      D
                      Community Debut
                      • Dr Evil
                      • Community Debut
                      • December 1, 2025

                      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

                      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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