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 tickets 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
Thanks for the update Dragan!
I'm going to bring this into a ticket so our Customer Advocacy team can dig into this further.
You'll receive an email shortly stating your ticket has been created.
Cheers!
I've run into an issue with this feature.
For some reason, bulk updates are being done through the API, and showing up as "By Web Service" in events when an agent performs bulk updates instead of showing the web client.
This is causing problems for me. A few of my triggers are set to "Update via > Is not > Web service (API)", as these triggers perform API actions via JSON HTTP Targets. To prevent looping conditions, these need to not trigger if actions are performed via API.
How can I get around this? I want agents to be able to bulk update their tickets and have these triggers fire.
Sam,
Do all of your JSON HTTP Targets use the same user account to perform their actions, and is that account never used for any other functions?
If so, you could possibly put in a different "ALL" condition instead of "Update via > Is not > Web service (API)":
Current user > Is not > (name of service account that is doing the Target magic)
This condition would hopefully allow your targets to fire when other bulk actions are performed by actual agents, but not fire when the targets themselves are running.
Another potential way to prevent loops, which you may already be doing, would be to add a tag when the trigger runs, and NOT run the trigger if that tag already exists on a ticket.
All this being said, Zendesk recommends against using URL/HTTP targets to update tickets in Zendesk Support itself: see the note under URL at https://support.zendesk.com/hc/en-us/articles/203662136-Notifying-external-targets
Hi,
How we can manage which fields we want to see when we use bulk updating tickets?
For example we have 5 required fields, but within bulk update we see all active fields and it is not comfortable to search every time exact that 5 which we need.
hi @Antonina Vodovitska this does not directly address your question, and i'd love to see if another person from the community does have a direct solution to that issue! however, our workaround for this is to create a macro that works for instances when we bulk-solve tickets. the macro is set to fill in all of our required fields with the correct field selection (and you can make different macros for different ticket field selections if needed), and then just apply the macro when you go to bulk solve.
Hi
I think that I found a bug in the way Zendesk Support detects changes when editing multiple tickets:
Situation:
I have n tickets with tag x assigned. n-1 of them are assigned to Agent a, one is assigned to Agent b.
I
Result: The ticket which is already assigned to b is not saved according to the Growl message because

... which is incorrect, as the tag would need to be removed.
Can you confirm this bug?
BTW: I can see that the tags are apparently not seen as part of the changes, but they definitely are!
________________________________________________________
Hi all - sorry for the confusion.
This is not a Zendesk problem, the problem is mine:
Upon entering a single tag, you have to hit enter to complete your entry. That is what I forgot, and so, since I have "not finished" entering my tag label, Zendesk just disregarded it and did nothing.
Maybe this UI handling could be better, but the discovery of changes works as designed and is completely correct.
Peter
Hey Peter,
I'm going to create a ticket on your behalf so we can look into this with you. We will need to do some testing on your account to see if we can replicate from our end and compare the results.
You'll receive an email shortly stating your ticket has been created.
Thanks for taking the time to share this with us!
Hi,
I saw your note above about "most active ticket fields are displayed in the Update view during a bulk update, regardless of the form(s) applied to the selected tickets". This is inconvenient for us since we use the productivity add-on: when we handle single tickets the fields are conditionally displayed depending on the ticket form, but when we use bulk reply all of these fields are listed, making it a bit cumbersome to handle by our agents.
Is there a way to limit the ticket fields listed when bulk replying, or any best practice we should follow to reduce this inconvenience?
Regards,
Aitor
Brett Bowser Hello,
I have the same problem with bulk editing to add tags. The operation fails with a warning "no change detected".
Hello Jaïs Pingouroux
Make sure that you complete the entry of a tag label with Enter (such that it is shown as a light grey box with an X to remove it if so desired). That is what has been my problem.
Peter
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