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

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

  • 0

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

  • 0

    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.

  • 2

    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.

  • 0

    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?

  • 0

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

  • 0

    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.

  • 0

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

  • 0

    **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. 

  • 0

    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?

  • 0

    Nevermind....I figured it out.

  • 0

    Glad you found it, Chris!

  • 1

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

  • 0

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

  • 0

    Can Agent's delete tickets or only admins?

  • 0

    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.

  • 0

    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!!!

  • 0

    Hi Diane,

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

  • 0

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

     

    Thanks!

  • 0

    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.

  • 0

    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. 

  • 0

    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.

  • 0

    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.

  • 0

    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. 

     

  • 0

    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.

     

  • 0

    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 

  • 0

    is there a way to "Bulk Create" tickets?

  • 0

    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#creating-tickets. Creating tickets using the agent interface is a one at a time process. 

  • 0

    Hi Laura,

     

    Why I only can bulk deleting 30 tickets at the same time? Is there anyway I can increase this number? I would like to delete 100 tickets or more at the same time.

     

     

  • 0

    I'm having the same problem as @Support.  There's no intuitive way to bulk update more then 30 tickets.

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