Managing tickets in bulk

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
• Bulk deleting tickets
• Bulk merging tickets
• Bulk marking tickets as spam

Bulk updating tickets

The maximum number of tickets you can update at one time is 99 tickets. You cannot bulk update closed tickets. You can bulk update the same properties as an individual ticket, including ticket status, fields, subject, and comments.

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 check box at the top left of the view.

2. Click Edit 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.

Note: All active ticket fields are displayed in the view during a bulk update, regardless of the form(s) applied to the selected tickets.

Bulk deleting tickets

You can select multiple tickets in a view and delete them at the same time. Deleting a single ticket is described in Deleting tickets.

Once deleted, tickets are moved into a Deleted Tickets view, where you can restore them or permanently 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, see Deleting tickets.

Note: Agents must have permission to delete tickets. For Professional, to enable ticket deletion, 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. For Enterprise, you can allow only certain agents to delete tickets based on the agents' roles. For information, see Custom agent roles.

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 check box at the top left of the view.

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

   

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

You can select multiple tickets in a view and merge them into another ticket. Merging one ticket into another ticket is described in Merging 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.

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 check box at the top left of the view.

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.

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.

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 in Marking a ticket as spam and suspending the requester.

Tickets marked as spam are permanently deleted and the requesters are suspended at the same time. You can unsuspend suspended users if necessary.

Note: To give 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. You can allow only certain agents to delete tickets based on the agents' roles on Enterprise. For more information, see Custom agent roles.

To mark multiple tickets in a view as spam and suspend the requesters

1. Open one of your views and select 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.

2. Click the arrow icon on the Edit tickets button on the upper-right side, and select Mark as spam.

   

3. When prompted, click Yes, mark as spam and delete tickets to confirm the deletion.

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