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
For information about how specifying a default Twitter account affects bulk ticket updates, read about the Make this the default account setting described in Setting up your Twitter channel.
To update multiple tickets in a view
- 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.
- Click Edit tickets.
- 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.
Only ticket fields that apply to all of the brands of the selected tickets display. This includes system fields, custom ticket fields, and conditional ticket fields.
Note: Most active ticket fields are displayed in the Update view during a bulk update, regardless of the form(s) applied to the selected tickets. However, the CC field does not appear as the bulk ticket editor cannot be used to add CC's to a ticket. This includes using the bulk editor to apply macros that have an action to add a CC. The CC will not be added if the macro is applied this way. - Click Submit to save your ticket
updates. In
your Events view, bulk updates to tickets are marked as from WEB
SERVICE.
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.

To delete multiple tickets in a view
- 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.
- Click the arrow icon on the Edit tickets button on the upper-right side, and
select Delete.
- When prompted, click Yes to confirm that you want to delete the tickets, which are then moved into the Deleted Tickets view.
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.
- 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.
- 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.
- 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.
- 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 moved to the deleted ticket view and the requesters are suspended at the same time. You can unsuspend suspended users if necessary.

To mark multiple tickets in a view as spam and suspend the requesters
- 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.
- Click the arrow icon on the Edit tickets button on the upper-right side, and
select Mark as spam.
- When prompted, click Yes, mark as spam and delete tickets to confirm the
deletion.
Tickets marked as spam are moved to the Deleted tickets view.
Important: When not to mark a ticket as spam
If you use an external online form to submit emails to your Zendesk account (an unsupported workflow) and you see an influx of spam tickets arriving from that form, then marking these tickets as spam could negatively impact the IP address associated with your form and cause the IP address to be blocked. To help prevent these types of attacks, add CAPTCHA to your form. Then, transition to a supported API, Help Center form, or web widget solution.
100 Comments
Hi
How do you bulk edit tickets in the iOS app?
Tony
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!
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
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. :)
Hi Jesse, thanks.
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?
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!
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?
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!
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?
@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. :)
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?
@Crawford,
I took a look - that is definitely the issue, the subject field is limited to 255 characters! Hopefully that clears up the confusion!
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!
@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!
Hey - I'd like to send bulk macros, but also include an attachment (the same attachment to all tickets).
Is this possible?
Hi Kylie!
I'm not sure what you mean by "bulk macros"...can you clarify what you're trying to do a little bit?
Can you add an attachment to each ticket being bulk updated?
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.
I wanted to add that deleted tickets can now be recovered due to a new feature released in October.
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.
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.
How can I bulk update tickets in the iOS Support app?
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?
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.
Hi,
Would be great to have a macro for adding item to Analytics before deleting a ticket.
There could be subject and communication channel defined and then do it as bulk weekly or monthly basis.
Adding item to analytics one by one is a bit frustrating if most of the tickets are for example Library card requests.
Thanks for the feedback, Anu.
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