Hi @FDGuy 

Greetings from Freshdesk community!

At the moment, Freshdesk supports filtering tickets using drop downs(default and custom) and tag names only. However, you can search for the tickets using the global search option with the subject line.

Considering your valuable feedback, we would be happy to pass it to product teams. Please have a look at our Ideas page, and post your ask here. We will look into this and take this up from our end.

I don’t understand why this isn’t already implemented. Complete lack of functionality. 

Most of our tickets have something unqiue in the subject so its critical to be able to filter by subject. 

Hi @mfahey,

In the meantime, if it helps, you can try searching with the keyword enclosed within double quotes as suggested in https://support.freshdesk.com/en/support/solutions/articles/219702-how-search-in-freshdesk-works unless this is something you’ve already tried.

@Sona_Senthil This what im trying to do. We have incoming tickets that have a subject “Building name Chromebook repair form”. 

I want to create a view of these chromebook repairs one for each building or location. Right now I can’t do that and this is so basic. The most commonly used and unique field is the subject. They should implement this asap. 

Hi @mfahey ,

I hope you’re doing well!

I understand your use case. I’m thinking of a workaround here. 

You can set up an Automation to add a “Tag” whenever a ticket has this particular Subject and you can create a view based on the Tag.

I hope this works.

Please do let us know!

Regards,
Jebas D.

When will this be implemented ? It’s now been 6 months.

Hi @mfahey 

There is no ETA on this yet but rest assured, our product team is checking on the feasibility based on the upvotes and the priority for this feature.

Your post could be valuable in tracking this - https://community.freshworks.com/ideas

We will definitely make some noise as and when this feature gets released. 

Cheers,
Barun

I understand your concerns about reaching out to the support team. While it's true that customer support can take time to respond, it's still a valuable channel to report bugs and request missing features. Additionally, keep an eye on the Freshworks product updates and announcements, as they may address some of the bugs and missing features you've encountered. Collaborating with other community members can also provide insights and alternative perspectives that might help you navigate the current limitations. 

Please add the ability to search by subject. This would alleviate such a major issue.  

Just bumping this up. Please add this feature!

Please add this. I second, third and forth the opinion of everyone else that this is basic functionality. If you have a script that can already filter by other columns it makes no sense as to why there would not already be the availability of all columns to filter on.

Given the limited nature of the automations, cant merge tickets with specific info, we end up with multiple tickets for the same ticket on our SOC platform. Being unable to just filter the queue to merge/close the tickets is beyond painful and no bodge workaround of adding tags is a full solution.

The built in search is absolute garbage 90% of the time.

I am just jumping on the back of this - I would like to expand in that, I don’t think that the product of a ticket like this should be the capacity to sort by Subject. If you can add the functionality to sort by column (i.e. make the column headers interactive) - then that’s not only more intuitive, but also opens up the door to sorting by any column, including custom ones we might like to make visible on the main ticket view.

For example:  

The best solution from an end user perspective i.e. us, would be that we could just left click a column i.e. Company, Subject and to a quick sort one way or the other. In practice, I find that I might take a default view of “my tickets” and sort them by customer so I can work on a batch at once. 

Or to give a use case based on the subject, we get some tickets generated from notifications which can create duplicates. This is unfortunate a product of our process, but nonetheless they were unique enough that a quick sort by subject would allow us to skim through those and trim down the duplicates. 

Probably the easiest solution would be for you to expand the available columns sort by, here: 

But the best option would be something intuitive i.e. user friendly (i.e. minimising clicks/steps to complete an action) - by implementing just simple click/sort on your tables.

I strongly encourage people to supply use cases alongside their requests for this feature as what seems obvious as a user, really needs to be justified further up the chain. 

I also think you should be able to sort by any column header that is displayed by clicking on this, I’d like to sort by Requester or Assigned To (amongst others) but the option isn’t in the dropdown and I don’t want to have to filter on this every time as I still want to see all the tickets.

Ability to sort on any column is required. Not being able to use a filter or sort to easily view closed tickets for a period seems to be a basic omission on a helpdesk?

Why hasn't this feature been implemented yet?

Basic Outlook can list emails by subject and sort them by date.

Share your code with me, and I'll implement it in minutes.

Would love to see filter for Subject to be implemented in Freshservice as well. Would definitely increase efficiency for our agents!

Using the global search is really useless since you will get all results just forgetting active filters.

So please enable searching on subject from the filter section making it again more usefull.

While you are @ this, add a button for a download also.

This request is now more than one year old, a request really easy to implement. What does it take to listen to your customers, actually the sponsors of your product?

I will add that I think in the end of July, they have finally added sorting on any column - which was the main issue for me personally. 

You can see that all the columns have the double arrows to indicate they are sortable. All the columns are also shown in the drop down box for sorting: 

Since the columns are not ticket fields, it’s not possible to filter by it, but now that you can sort by any column, a workaround (not ideal but it’s a start) - would be to create a technician-only (only visible to techs) field which can pick up the subject on ticket creation. Should be simple enough and then you could filter it that way. 

Best case would be to just add columns to the filter options, but if you want that solution now it should work for your needs. 

This really needs fixed - our use case is to look for user replies to an email with a fixed subject line, and be able to bulk select those and associate them as having been raised as the result of a change. It’s such a fundamental function that is missing, the workarounds are long and painful, wasting our time and clearly the product team are not prioritising user requests via this forum, seeing as it’s been heavily requested for a long time, in multiple threads here. 

To be clear “Filtering” and “Sorting” are two different things. A few people have commented regarding sorting. Please open a separate feature request for that. I agree that would be great as well.

user tend to type the same things in the subject of the ticket.

For this purpose we wanted to create some views based on the subject of the ticket. Since we can’t fiilter by subject its not possible.

I have a hard time understanding when inconsistent things like this are reported, it’s never fixed. You would expect to filter by the most common fields. In this case “subject” is just missing. No indications why. No indications when it will get fixed. To see all of the unnecessary things hit the change log when simple requests like this are never addressed is deeply concerning.

Fully afgree with @mfahey

I do not understand why there is no proper response from the dev-team(lead) why such an easy to add feature is consistently ignored.

I realize we are just customers but without us, you would not have a job.

So take the challenge, get it done by next week Monday and release it. (I am sure some of your developers can do this almost on the spot).

If you change to table view you can sort by subject by clicking on the column header. Does that help?
 

Because subject is a free text field I can see it’s not straight forward to filter by that field.

@StuartWearing , that is really nonsense, it is a simple sql query for example “where subject like “%SearchItem%”. By the way sorting is not the same as filtering as mentioned earlier in this thread.

Such feature is available in all helpdesk systems ( well almost all).

The original message mentioned sorting by subject so I was just trying to help, sorry if that upset or offended you. There’s no need to be so condescending.

The nonsense was not about you but about the perception that filtering on a text field would be difficult and the fact that there is no real attention from the devs for a simple question like this.

So don't be offended