Forums/Documentation/Agent Guide

Bulk updating, deleting, and merging tickets

Anton de Young
posted this on April 06, 2012 14:02

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 apply macros to, delete, or merge the selected tickets.

Topics covered in this article:

Bulk updating tickets

The maximum number of tickets you can update at one time is 99 tickets.

To update multiple tickets in a view

  1. Open one of your views and select 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 Select All box.

    Zendesk Classic: Make sure you're in the table view of the list of tickets.
  2. Click Edit tickets.
    Zendesk Classic: There isn't an Edit tickets button; simply scroll down to the Update selected tickets section after you select your tickets.

  3. In Update tickets you can update ticket properties for all of the tickets you selected.

    You can also apply a macro to all the tickets by selecting it from the Apply Macro menu. If you want to cancel the bulk update, click the X in the upper-right corner.

  4. Click Submit to save your ticket updates.

Bulk deleting tickets

Using your views, you can delete multiple tickets at the same time. Once deleted, tickets cannot be recovered, so be sure that you select the right tickets.

To give your agents permission to delete tickets, click the Admin icon () in the sidebar and select Agents in the Settings category. Next, select the Agents Can Delete Tickets option and click Save. If you're on the Enterprise plan, you can allow only certain agents to delete tickets based on the agents' roles. For more information, see Custom agent roles in the Administrator Guide.

Note: You cannot bulk delete closed tickets.

To delete multiple tickets in a view

  1. Open one of your views and select 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 Select All box.

  2. Click the arrow icon on the Edit tickets button on the lower-right side, and select Delete.

    Zendesk Classic: There isn't an Edit tickets button; simply scroll down to the Update selected tickets section after you select your tickets. Select the ticket update option Delete selected tickets, then click Submit.
  3. When prompted, click Yes to confirm that you want to delete the tickets.

    You will not be able to recover the tickets after you confirm the deletion. The tickets are permanently deleted.

Bulk merging tickets

Merging one ticket into another ticket is described in Merging tickets.

You can also select tickets in a view and merge one or more tickets into another ticket. 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.

To merge multiple tickets in a view into another ticket
  1. Open one of your views and select 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 Select All box.

  2. Click the arrow icon on the Edit tickets button on the lower-right side, and select Merge tickets into another ticket.

    Tip: Be sure to have the ticket number of the ticket you want to merge into handy before you start the merge process.

    Zendesk Classic: There isn't an Edit tickets button; simply scroll down to the Update selected tickets section after you select your tickets. Select the ticket update option Merge into another ticket.
  3. In the Merge ticket dialog, enter the ticket number for the ticket you'd like to merge the selected tickets into, then click Merge. Alternatively, you can select a recently viewed ticket.

  4. When prompted, click Confirm and Merge to confirm the merge. If you want to cancel the merge, click Close instead.

    Be sure that you merge the correct tickets. Ticket merges are final; you cannot undo or revert a ticket merge.

 

Comments

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Anton de Young
Zendesk

Bulk updating tickets in Lotus hasn't been released yet. We'll let you know as soon as it's been added. 

April 11, 2012 09:53
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Honza Palous

Hi, an tip on how to actually delete all tickets? Not just the ones selected in the view.  

April 12, 2012 10:10
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Nicole Chang

Hi!

Just FYI: The bulk edit function doesn't seem to be working properly. Sometimes it says Tickets Updated while their Assignee and Status hasn't changed. I'm not sure where I should report those bugs.

June 05, 2012 18:38
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Johannes Schunter

Hi, I need like to update hundreds of tickets at a time in bulk, but the "table" view of a 'View' only allows me to update 15 tickets at a time. This is not practical, is there any workaround for this to update more than 15 tickets at one? Thanks for your help.

August 01, 2012 03:22
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Cam Moore

I have the same issue as Johannes Schunter where I need to bulk update hundreds of tickets. Is there a solution even if it's API driven?

August 10, 2012 21:48
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Jonathan March
Enthought

Agreed with @Schunter -- it would be useful to retain ticket selection across multiple pages of a table.

September 03, 2012 17:00
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Jonathan March
Enthought

These instructions should clarify that when bulk updating the "tags" field, any tags specified will be appended to each selected ticket's tag list (which IMO is the desired behavior, thanks!) It would also be helpful if there were a "remove these tags" field which would remove the specified tags from each selected ticket.

September 03, 2012 17:03
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Jason

How about when you update tickets via buik you can add an attachment and it actually sends to all tickets?

September 13, 2012 14:08
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Justin Seymour
Zendesk

Johannes: Edit the view you're working with to show 30 tickets on the page instead of 15. This will allow you to bulk update 30. 

Jason: There's no way to add bulk attachments when updating at this time. 

September 17, 2012 06:22
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Chris Fawley
thinkesi

This says you can delete tickets, but my only options are to submit as Open, Pending, or Solved.  I do not see a Delete option?  Do you know how I can delete tickets from the system?

October 12, 2012 12:48
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Chris Fawley
thinkesi

Nevermind....I figured it out.

October 12, 2012 13:24
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Jennifer Rowe
Zendesk

Glad you found it, Chris!

October 12, 2012 13:28
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Erika Sickinger

Is there any way for an agent to bulk update more than 30 tickets at a time?  

December 14, 2012 09:04
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Jonathan March
Enthought

@Erika: yes, New Zen UI now permits tickets to be selected across multiple View pages before editing.

December 14, 2012 09:11
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Audrey

Can Agent's delete tickets or only admins?

March 19, 2013 11:59
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Brandon K.
Zendesk

On the Enterprise plan (which I see you are on) you can choose if you want your agents to be able to delete tickets according to role. The option is titled 'Can delete tickets' and is the fourth option under the ticket section.

March 19, 2013 12:07
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Diane Albert
schoolannual

is there a way to "unmerge" a ticket - i was bulk merging into a single ticket and fat-fingered the ticket number I was merging into.

it's a CLOSED ticket, so I can't edit it.

UNDO UNDO UNDO!!!

March 26, 2013 07:17
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Jennifer Rowe
Zendesk

Hi Diane,

I'm sorry, but ticket merges are final! You won't be able to undo or revert the merge.

March 26, 2013 09:40
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Jehnna
plasticjunglesupport

When you are bulk editing tickets from multiple tickets with a macro. The customer do not see each others email address correct?

 

Thanks!

May 16, 2013 15:54
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Brandon K.
Zendesk

Hello Jehnna,

If you are using a placeholder for the email address when bulk editing tickets then they will be localized to each specific ticket. If you are physically typing out a user's email address then that is what will be displayed.

May 16, 2013 17:39
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Aaron Ilika
ning

Is there a limit of 100 bulk updates at a time? I just tried to delete 175 tickets in the suspended queue and only 100 were actually deleted. 

July 02, 2013 09:04
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Laura D.
Zendesk

Hi Aaron, 

I'm not aware of a limit of 100 but let me create a ticket for you in our system so we can take a closer look and follow up with you. You'll see an email come through from us in a minute.

July 02, 2013 17:45
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Dave Roff
networxonline

Is there a way to use the Edit Tickets > Take feature without this defaulting the ticket's group to the agent's default group?  My organization manages over 100 groups and we have triggers carefully built to auto-assign those to the correct group.  However, we have multiple agents working in each group and they field multiple groups.  What we need is for the group to stay as previously assigned by the trigger when agents grab several tickets at a time.  Is there a way to accomplish this?  I'm probably missing something.

December 20, 2013 10:52
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Jenny Feith
Zendesk

Hey Dave,

The bulk update 'take it' feature will always use the default group. If you want to assign more than 1 ticket to yourself and keep the groups untouched, I'd create a macro that sets you as the assignee, but doesn't specify a group. 

 

December 22, 2013 22:54
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Baltazar Salazar
Sulake

Hi,

We are using the new interface but we can't bulk reply after search as we used to do with the old interface. Would you guys explain how? I read something like  ****/rules/search but no idea how it works and doesn't seems to be a nice workaround.

 

March 26, 2014 06:49
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Sarah Kay
Zendesk

Hi Baltazar!

You are correct that you cannot bulk select from searches in New Zendesk. An alternative approach would be to create a view with the same criteria as the search you are performing. This will allow you to bulk select and update the tickets from within that view. You can read more about using views in our forum article Using views to manage ticket workflow 

March 31, 2014 10:01
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Tony So
huronlegal

is there a way to "Bulk Create" tickets?

April 04, 2014 07:39
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Laura D.
Zendesk

Hi Tony, 

The way I can think to do this is with the API, this article has more information: http://developer.zendesk.com/documentation/rest_api/tickets.html#cr.... Creating tickets using the agent interface is a one at a time process. 

April 04, 2014 09:43