Managing tickets in bulk Follow

Comments

28 comments

  • Avatar
    Tony Reid

    Hi

    How do you bulk edit tickets in the iOS app?

    Tony

  • Avatar
    Jessie Schutz

    Hi Tony!

    From your views there should be a menu that'll give you the option to select multiple tickets. Tap the little circle next to the tickets you want to you edit, and then tap "Properties" in the lower left corner. That'll take you to a screen where you can edit the ticket properties and comments, and when you submit those changes they'll be applied to all the tickets you selected.

    Hope that helps!

  • Avatar
    Tony Reid

    Hello Jesse
    Thanks for the quick reply.
    I don't see the option you're talking about. I don't suppose you could attach a screen grab of what you're talking about?
    Tony

  • Avatar
    Jessie Schutz

    Hey Tony!

    Sorry about the super late response here! I don't have a iOS device myself, but many of my colleagues do. I'll see if I can borrow one so I can get you some screenshots. :)

  • Avatar
    Tony Reid

    Hi Jesse, thanks.

  • Avatar
    Tony Reid

    Jesse,
    Well that's annoying, the 'edit' option is there now, what did you do? Did you hit a magic green button at ZD HQ and sneak it in while I wasn't paying attention?

  • Avatar
    Jessie Schutz

    Ha ha! My nefarious plan was successful! ;)

    It could be that the app just needed to be updated or refreshed/restarted. In any case, I'm glad you've got what you need now! Let me know if you have any other questions!

  • Avatar
    Ken P

    Is there a way to bulk change Organization view for tickets "user can view own ticket only" across all organizations? Can it be done on the back end?

  • Avatar
    Jessie Schutz

    Hi Ken!

    Are you referring to the setting in the user profile? If so, you can do a bulk user import to update the information as detailed here, or you should be able to update the information via the API.

    Hope that helps!

  • Avatar
    Tony Reid
    Hi Jesse Schultz Someone has stolen the edit button again. Am I going nuts, or does it keep spraying and disappearing! Tony
  • Avatar
    Tony Reid
    Hang on a minute, the edit button is there for Zendesk on the iPhone, but not on the iPad. On both the app is the latest version.
  • Avatar
    Jessie Schutz
    Hi Tony! You're not going crazy, I promise! I checked with one of my mobile devs to confirm, and the edit button exists in the iPad app for suspended tickets *only*. The mobile apps for iPhone and iPad are similar in a lot of ways, but they're not identical; some things have to be different in order for them to work properly on their respective devices. We always try to mirror all the features but some of them we haven't been able to, and this is one of them. I don't have any timeline for when (or whether) this will be changed. I did some looking in our [Product Feedback Forum](https://support.zendesk.com/hc/communities/public/topics/200132066-Community-Zendesk-product-feedback), and I was able to find a post that's related to this: [Bulk update on Apps](https://support.zendesk.com/hc/en-us/community/posts/203437706-Bulk-update-on-Apps-). The post is a couple years old and doesn't have any comments yet, but I'd encourage you to add your use case to to the thread to help our Product Managers understand the need behind this functionality. Please let me know if you have any other questions!
  • Avatar
    Crawford Philleo

    I'm trying to use the bulk edit feature to update several tickets at once by applying a macro that uses Liquid Markup for customization. The placeholders seem to operate as expected in the ticket comments, however, all my liquid code for the subject is getting pulled over rather than the intended output. 

    Any insight as to why the liquid template I have set up for my "Set Subject" macro can't be applied to multiple tickets?

  • Avatar
    Megan Howell

    @Crawford, 

     

    Did you submit the update and see the liquid in the actual saved comment? It will show the liquid markup code in the ticket comment when you have the bulk editor open, but should save the correct comment based on the ticket properties and conditions in the liquid markup when the ticket is submitted! If you are seeing otherwise, it would probably be good to pull you into a ticket to take a look at some examples and follow-up. :)

  • Avatar
    Crawford Philleo (Edited )

    Megan, thanks for the reply!

     

    So the comment saved text resolved to the correct output with the liquid templates I have in there, but the liquid markup language did not resolve in the subject field. Liquid works in the subject field when I'm editing a ticket, so I thought they'd also work in bulk editing multiple tickets, and my experience is telling me otherwise! 

     

    See images below:


    When I look in these tickets and copy/paste the subject I have re-saved in them, what I'm seeing is that the code is being cut off - probably something to do with a character limit in the bulk edit module for subjects?


  • Avatar
    Megan Howell

    @Crawford,

     

    I took a look - that is definitely the issue, the subject field is limited to 255 characters! Hopefully that clears up the confusion!

  • Avatar
    Crawford Philleo

    Any chance that could be... expanded to ... like a lot more? I LOVE being able to bulk edit subjects for tickets based on our ticket fields and conditions!

  • Avatar
    Megan Howell

    @Crawford

    I would be kind of surprised if they expanded it, but it sounds like a great feature request - especially because you have a legitimate use case for this! 

  • Avatar
    Kylie Power

    Hey - I'd like to send bulk macros, but also include an attachment (the same attachment to all tickets).

    Is this possible?

     

  • Avatar
    Jessie Schutz

    Hi Kylie!

    I'm not sure what you mean by "bulk macros"...can you clarify what you're trying to do a little bit?

  • Avatar
    Staci Rinkowski

    Can you add an attachment to each ticket being bulk updated?

  • Avatar
    Jessie Schutz

    Hi Staci!

    You wouldn't be able to do this using the in-product bulk ticket editor, but you should be able to do it using the API. You can find information on that in our Developer resources.

  • Avatar
    Daniel Cooper

    I wanted to add that deleted tickets can now be recovered due to a new feature released in October.

  • Avatar
    Andrew Doenau

    How can I bulk update the Organization of Closed tickets? The users/requesters themselves have recently been updated for the correct organization, but the organization isn't reflected in Closed tickets. This results in "empty value" organizations in my reports, which isn't helpful.

  • Avatar
    Jonathan March

    Hello Andrew,

    By design, the properties of closed tickets cannot be changed. This has been a topic of community suggestions / requests for years, for example in https://support.zendesk.com/hc/en-us/community/posts/204334258-Edit-or-Reopen-Closed-Tickets and  https://support.zendesk.com/hc/en-us/community/posts/203432576-Add-tags-to-closed-tickets, but it seems fairly central to the system's design and performance, and to date I've seen no sign that Zendesk is contemplating a change in this.

  • Avatar
    Ariel Hart

    How can I bulk update tickets in the iOS Support app?

     

     

  • Avatar
    Nicole Relyea

    Hey Ariel - 

    I'm looking into this for you; in the meantime can you tell me more about what kind of update you're trying to make? 

  • Avatar
    Nicole Relyea

    Hi again, Ariel - 

    So the answer to your question does depend on the kind of bulk action you're wanting to take. You can bulk delete, mark as spam, or recover. But there aren't any other bulk updates you can make to tickets via the app. 

     

Please sign in to leave a comment.

Powered by Zendesk