Managing tickets in bulk

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93 Comments

  • Brett - Community Manager
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    Hi Erika,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can dig into this further. We may need to do some testing on your account to see if we can replicate this issue from our end.

    You'll receive a follow-up email shortly stating your ticket has been created. Feel free to reply back to that if you have any additional information to provide.

    Cheers!

    1
  • Matt McLean
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    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

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  • Helvijs Vigners
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    Is there an option to Bulk update requester?

    When someone leaves or no longer is part of the business, someone else takes over their role, and if they have 100-200 tickets, updating each manually is quite time consuming process.

    Is there a way to do it? We cannot just leave this account with access to the user who has left to these tickets, we cannot resolve them as they're in progress...

    The only way I can see to do it is through user merging, however, not sure what that does to single sign on.

    1
  • Jonathan March
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    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.

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

     

     

    1
  • Atul Verma
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    Hello All,

    I think I found a solution to your problem. There is an app in Zendesk Marketplace by which you can manage tickets in bulk. There are a few fields, which you can edit and few are restricted. Here is the link: https://www.zendesk.com/apps/support/bulk-data-manager/

     

    Thanks

    Atul Verma

    1
  • Ryan
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    Hey Martin, 

    You should be able to paginate and select up to 100 at a time (when you click to the second and third page, it will retain your selections I believe).

    Otherwise, Check out the article, How can I bulk delete spam tickets:
    https://support.zendesk.com/hc/en-us/articles/360001481448-How-can-I-bulk-delete-spam-tickets-in-Zendesk- 

    1
  • Tony Reid
    Comment actions Permalink

    Hi Jesse, thanks.

    0
  • Andrew
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    We've been working on automating some processes.  It's working well and we now want to Close 100% of the tickets created under the dedicated Agent account during the test phase (older than about 2 weeks) that are still in New status. We don't want to delete as we want the historical records and we'd prefer to lave any Open ones in play.

    This is approximately 13,000 tickets, obviously not very practical to do 99 at a time.  Any way to do this, or if we provide the Agent account and cut-off dates can ZD run a one-time job for us?

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  • Tony Reid
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    Hi

    How do you bulk edit tickets in the iOS app?

    Tony

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  • Megan Howell
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    @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. :)

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  • Sachin Chhajed
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    Hi,

     

    Can we bulk add a person or support group in the CC section via zen desk? I would really need to achieve that. Please help.

    0
  • Brett - Community Manager
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    Hey Kellie,

    If you check the events of the ticket is there a trigger that is setting the status back to open? Are these tickets assigned to an agent?

    It's also possible that there's a required field that hasn't been filled out before solving the ticket.

    Let me know!

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Andrew,

    To help automate this process you could use Automations to automatically close your tickets. We have our How can I bulk delete spam tickets in Zendesk? which goes over setting up an automation that auto-closes spam tickets. While this technically references spam tickets you can still set up an automation that will close tickets assigned to a specific agent instead of searching for keywords.

    Keep in mind that automations do have limitations and can only act on up to 1,000 tickets during each hourly run. However, once you set this automation up it should take care of the rest :)

    If you run into any issues setting up the automation let me know.

    Cheers!

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  • Hari P
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    How to I create mass (100) tickets in a single shot with attachment.

    Thanks!

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  • Kate Lim
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    The drop down from Edit Ticket(s) only seems to allow me to:

    - Merge tickets...

    - Delete

    - Mark as Spam

     

    How do I get to "Update Tickets"

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  • Nicole - Community Manager
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    Ah, you're right, you did say requesters. 

    There is not a way to bulk update requesters. Most users find it important to reassign tickets from a departing agent, but updating the original requester is not a common request. For the sake of understanding what you're needing to do, can you give us more information on why it is important to change the requester on the ticket? 

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  • Tony Reid
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    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

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  • Aaron Wasserman
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    @ Nicole - Thank you for explaining that Nicole, but could you please tell me How to do it?

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  • Aaron Wasserman
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    @ Nicole - That wasn't my question--I actually explained why we need this function in my original comment. Another agent already helped out with this though.

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  • Jonathan March
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    You can select up to 99 tickets, across multiple pages (for example, select 30 on page 1, 30 on page 2, 30 on page 3, and 9 on page 4). Then click Delete and all 99 will be deleted. Unfortunately there's not yet an option to display more than 30 on the page at one time.

    BTW, in the context of this zendesk support site, the user name "Admin" is not accurate, and could even be misleading (though of course on your own site it is fine).

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  • Robert Jerina
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    All this time and still no search feature for bulk deleting end users...

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  • Nicole - Community Manager
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    Hey Aaron -

    Details on how to do that can be found here: 

    Best practices for removing agents

    Give that a read and let us know if any additional questions come up. 

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Robert,

    How exactly would you like to search for these users? Are there certain criteria you're looking for to pull a list of users before bulk deleting? You should be able to create a script and use the Delete User endpoint listed in our API Documentation.

    You also have the option to of bulk user deleting directly from the agent interface by navigating to Admin>Manage>People>Bulk end-user delete. More information in our How do I bulk delete organizations and users in Zendesk Support? article which I've attached.

    Let me know if you have any other information to provide or if you have additional questions for me.

    Thanks!

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  • Sam
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    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.

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  • Nicole - Community Manager
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    Hey Gasper - 

    To best guide you, it would be helpful what you're looking for out of a "clean start" - is it to remove data from reporting? Are you looking for ticket numbers to start over? 

    Usually we recommend just closing all existing tickets rather than deleting them. You can do this via an automation. 

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  • Nicole - Community Manager
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    Thanks for the feedback, Anu. 

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  • Aaron Wasserman
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    It would be really nice if there were the ability to bulk-reassign tickets. Sometimes we need to reallocate resources without our team and we need to transfer a number of tickets from one agent to another. It's surprising that this is not already an option.

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  • Ken P
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    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?

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  • Devan - Community Manager
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    Hello Hari,

    So there is no native way to create bulk tickets as you described. There are some potential workarounds depicted in the article I linked below that might fit the bill on what you are trying to accomplish.

    Can I create Bulk Tickets?

    Best Regards!

    0

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