Managing tickets in bulk Follow

Managing tickets in bulk

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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 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 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.

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 cannot be recovered, so be sure that you select the right tickets. You cannot bulk delete Closed 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 .

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 .

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 .

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.

Have more questions? Submit a request

Comments

  • 0

    Hi

    How do you bulk edit tickets in the iOS app?

    Tony

  • 0

    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!

  • 0

    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

  • 0

    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. :)

  • 0

    Hi Jesse, thanks.

  • 0

    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?

  • 0

    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!

  • 0

    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?

  • 0

    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!

  • 0
    Hi Jesse Schultz Someone has stolen the edit button again. Am I going nuts, or does it keep spraying and disappearing! Tony
  • 0
    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.
  • 0
    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!
  • 0

    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?

  • 0

    @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. :)

  • 0

    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?


    Edited by Crawford Philleo
  • 0

    @Crawford,

     

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

  • 0

    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!

  • 0

    @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! 

  • 0

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

    Is this possible?

     

  • 0

    Hi Kylie!

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

  • 0

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

  • 0

    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.

  • 0

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

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