Loved to see an option in filters to exclude from the results.
EG - view all tickets that aren't 'Closed' - maybe '!Closed' could work.
Currently the only way to do this is to add all our statuses (currently 9) to the filter and just not include 'Closed' which is a real pain.
I understand pre-saved views could be setup as a work around, but we are constantly adding to new statuses and other fields to our tickets for internal use and this isn't a realistic option for us to implement into our workflow.
If you do exactly what you've already been doing (only showing the statuses you want to see), you're also able to save that filter as a specific name. As an example, I showed all statuses except for 'Closed' & 'Resolved' and saved that filter as "All Tickets (No Closed or Resolved)" - Then I sort by 'Last Modified". This is the primary way we use our ticket system because it allows us to click on one thing to have our pre-designed filters to show up immediately.
Hope this helps.
over 4 years ago
Okay, I get the work around - but it would still be nice to be able to EXCLUDE a filter.
I frequently want to modify existing filters temporarily to get to a subset of tickets. I don't want to clutter my saved filters with ones that I may only need for a day or two.
It all depends upon the work flow and what types of issues clients are arriving. Having a saved filter for every possible combination is like having no short cut.
Saving short cuts presumes a predictable nature of user issues which in our business has not really been the case.
6 people like this
about 2 years ago
What I would like to see is the ability to exclude a particular company/customer from the ticket list. We have too many companies for me to choose them all EXCEPT the one I do not want.
6 people like this
3 months ago
This post looks like it's 2 years old. Has there been any movement on this? I too would like an EXCLUDE filter. To build exclude functionality by creating and inverse 'Include' filter is crazy! While that might be 'workable' in some small cases, as Aaron pointed out, as soon as you want to exclude something like a company or customer or other large list item, the workaround breaks. A simple ability to flip between INCLUDE and EXCLUDE for the filters would be a great and obvious addition to the filters.
1 person likes this
3 months ago
I could also really use an exclude filter to make sure some type of tickets are not shown in my views.
2 months ago
I will add my voice to requesting general support for exclusion in filters. In my particular case, I would like to be able to create a view where I exclude tickets submitted by a certain contact. We are several people in the group, but not all tickets are equally relevant to all of us, so I would like to hide certain contacts by default. This should not be a complicated feature.
15 days ago
I would also greatly benefit from the use of excluding certain filters. When we have a field that only has one type of entry as it is for one type of ticket, we need to be able to exclude this type when generating certain reports. At the moment we cannot generate certain reports because of the lack of this functionality and this makes Freshdesk significantly worse in this area than others.
5 days ago
My team really needs the exclude function as well in ticket view. The lack of this feature is raised every week by my team.