Using your views, you can make ticket updates to many tickets at the same time. For example, if you want to assign yourself to a number a tickets, you just select them in a view and then set yourself as the assignee. You can also delete, merge, or mark as spam the selected tickets. If you navigate to different pages, your tickets will remain selected.
Topics covered in this article:
Bulk updating tickets
The maximum number of tickets you can update at one time is 100 tickets. You cannot bulk update closed tickets. You can bulk update most of the same properties as an individual ticket, including ticket status, fields, subject, and comments.
For information about how specifying a default Twitter account affects bulk ticket updates, read about theMake this the default account settingdescribed inSetting up your Twitter channel.
To update multiple tickets in a view
- 打开你的意见和选择the tickets you want to update.
You can pick and choose the tickets you want to update or select the entire list by clicking the check box at the top left of the view.
When you select one or more tickets in a view, a toolbar appears at the bottom of the list.
- ClickEdit.
- InEdit ticketsyou can update ticket properties and add a comment for all of the tickets you selected.
To help with accessibility, you can use keyboard navigation to select toolbar menu items and apply formatting before submitting the comment.
You can also apply a macro to all the tickets by selecting it from theApply Macromenu. If you apply a macro that includesattachmentsto ticket comments, the attachments will not be included in the bulk update.
Note:If you bulk update tickets by applying a macro that uses dynamic content or placeholders in the ticket subject, then the updated tickets' subjects will be saved with the bracketed version of the subject. For example,{{ticket.created.at}}may display in the subject instead ofMarch 2, 2023.Most active ticket fields (includingsystem fields,custom ticket fields, andconditional ticket fields) display in the Edit tickets dialog box during a bulk update, regardless of the ticket forms applied to the selected tickets. However, the bulk editor doesn't supportCC, followers, or @mentions.
For example, if you attempt to @mention someone from the bulk editor, the text in the comment remains plain text, and the person isn't CCed on the ticket. There's also no visible fields for CCs or followers in the bulk editor. You also can't use the bulk editor to apply macros that have an action to add a CC. The CC will not be added if the macro is applied this way.
- ClickSubmitto save your ticket updates.
Bulk deleting tickets
You can select multiple tickets in a view and delete them at the same time. Deleting a single ticket is described inDeleting tickets.
Once deleted, tickets are moved into a Deleted Tickets view, where you canrestore themorpermanently delete them.After 30 days deleted tickets are permanently deleted and removed from the Deleted Tickets view. You cannot bulk delete Closed tickets. For details, seeDeleting tickets.
To delete multiple tickets in a view
- 打开你的意见和选择the tickets you want to delete.
You can pick and choose the tickets you want to delete or select the entire list by clicking the check box at the top left of the view.
- Select删除from the toolbar at the bottom of the list.
- When prompted, clickOKto confirm that you want to delete the tickets, which are then moved into the Deleted Tickets view.
Bulk merging tickets
You can select multiple tickets in a view and merge them into another ticket. Merging one ticket into another ticket is described inMerging tickets.
Be sure that you merge the correct tickets. Ticket merges are final. You cannot undo or revert a ticket merge. You cannot merge tickets with a ticket that's shared, or with one that's already closed.
- 打开你的意见和选择the tickets you want to merge.
You can pick and choose the tickets you want to merge or select the entire list by clicking the check box at the top left of the view.
- SelectMergefrom the toolbar at the bottom of the list.
Tip:Be sure to have the ticket number of the ticket you want to merge into handy before you start the merge process.
- In theMerge ticketdialog, enter the ticket number for the ticket you'd like to merge the selected tickets into, then clickMerge. Alternatively, you can select a recently-viewed ticket.
If you’re attempting to merge tickets into a ticket with a different organization, brand, or requester, a message appears.
- Make sure that you aren’t unintentionally sharing sensitive information by merging the tickets, then clickContinue Merge.
- When prompted, clickConfirm and Mergeto confirm the merge. If you want to cancel the merge, clickCancelinstead.
Be sure that you merge the correct tickets. Ticket merges are final. You cannot undo or revert a ticket merge.
Bulk marking tickets as spam
You can select several tickets in a view to mark as spam and suspend the requesters. Marking a single ticket as spam is described inMarking a ticket as spam and suspending the requester.
Tickets marked as spam are moved to the deleted ticket view and the requesters are suspended at the same time. You can unsuspend suspended users if necessary.
To mark multiple tickets in a view as spam and suspend the requesters
- 打开你的意见和选择the tickets you want to mark as spam.
You can pick and choose the tickets you want to mark as spam or select the entire list by clicking the check box at the top left of the view.
- SelectMark as spamfrom the toolbar at the bottom of the list.
- When prompted, clickMark as spamto confirm the deletion.
Tickets marked as spam are moved to the Deleted tickets view.
41 Comments
Hi there,
When trying to bulk assign from one form to another, not all form names appear in the list - do we have a setting wrong?
Cotton On (Online Customer Service)
有一个在每个表单设置associa复选框te to specific (or all) brands. Can you check that for a form you're trying to find?
Thank you!
Hey there,
When bulk editing a custom ticket field, I don't see an option to leave said custom field blank as it is possible when editing one single ticket. Am I missing something or is it really not possible? Any workaround suggestion?
Editing a single ticket:
Bulk edit:
This is currently expected for the Support ticket bulk update and the "-" option is only available for Dropdown fields. The only option that I can think of for other field is perform the update viaUpdate Many Tickets API.
HiCarolline
How about "- Reset -" in the list above?
HiPeter Hochstrasser
I tried to use it, but it seems it only resets to the original value. For example, if I have multiple tickets each one with its own value, and I accidentaly change the value to X while bulk editing, if I hit "reset" this change is disregarded and all of the tickets keep the original value.
Danenot sure if I understand. These examples I gave are drop-down fields. The problem is with bulk editing (when editing a single ticket, I can clear the custom field just fine)
By the way - the workaround I could think of was setting up a trigger that fires when updating the ticket and including a specific tag. There's an option to clear the value of a specific custom field as an action for the trigger.
Is there a way to restrict permissions on bulk-editing tickets (like with merging tickets), so only agents with certain permission sets are able to bulk-edit tickets?
Thank you for your Feedback.
A function to restrict the bulk editing for Agent is unfortunately currently not possible.
I bulk delete 200 tickets a day. Today this takes me a few clicks using the bulk delete app. Now I will have to delete them 30 at a time? Is that correct?
HiKelly Schmiedelerwelcome to our Community!
The in-product function for updating tickets allows you to delete a maximum of 100 tickets at a time :)
Pleasesign into leave a comment.