Managing tickets in bulk

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91 Comments

  • Admin
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    How do you change the maximum qty. to delete at once?  I only see the option for 30.

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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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  • 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.

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  • Nicole - Community Manager
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    Hey Helvijs - 

    Yes, there is a way to bulk reassign. 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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  • Helvijs Vigners
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    Nicole, I am talking about requesters not assignees.

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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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  • Helvijs Vigners
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    Nicole,

    As explained above in my pre-previous comment :)

    When someone leaves the company (requester) or no longer is part of the business, someone else takes over their role, and if they have 100-200 tickets requested and in progress (less than solved), most of the time someone else would be taking over providing service desk (agents) with updates and there will be someone waiting for updates, the new requester.

    It becomes time consuming to change requester on every ticket.

    If it is 4-10 tickets that is fine, but we have some people who are managers and are requesters of a lot of tickets and when they leave the business the new manager will be taking over and would need ability to update these tickets and see them.

    CC would be an option, but you cannot do that either as a bulk action.

     

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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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  • Nicole - Community Manager
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    Hey Aaron - 

    You can bulk reassign tickets. You just can't bulk reassign requestors. 

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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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  • 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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  • 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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  • Nicole - Community Manager
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    Hey Aaron - 

    I'm glad you got the help you needed, and apologies for any misunderstandings. I do realize that the title of that article may have been unclear - directions for how to bulk reassign are contained within it. 

    Have a great day!

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  • Nicole - Community Manager
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    @Helvijs - Thank you for the explanation. I'm sorry that our tool doesn't offer an easier way to bulk update the requester. 

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  • Dan Cooper
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    @Helvijs, 

    If your customer is also an agent - you could use a macro to bulk CC the tickets.  Create a macro using the Add CC action and choose your agent.  Then select your tickets in bulk and run the macro.  

    If you want to get very crazy and this is a process you may repeat, you could do something with triggers. Check out this post on how you could use a trigger to auto CC someone.  https://support.zendesk.com/hc/en-us/community/posts/216284948-Auto-CC-user-s-on-Condition-Ticket-Create-

    I would suspect this would be something you could do for a bulk update.  For example - if you bulk updated a different field - the trigger could look for that field and apply the Auto CC rule to all tickets you updated.  This may be an overkill solution, but if it’s a common task for you at scale, it might be worth looking at. 

    Hope this helps! 

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  • Helvijs Vigners
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    @Daniel

    That is quite crazy, but this was very useful! :) I may use it at some point! Thanks!

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  • Kellie Bave
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    For some reason I cannot bulk edit anymore. It grays out and only gives me options to merge, delete or mark as spam. I use this a lot and I really need to figure out why it is not working. help. 

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  • Gasper Jubani
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    I need to delete 8.9k tickets (clean start) for go live after we let Zendesk run for a while. What's the best way to do it?

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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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  • Ryan
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    @Kellie -- Hey! Were some of your tickets by chance closed? This occurs when you select a ticket in your batch (even just one) that is (you unfortunately cannot change the properties of closed tickets, which includes this action).

    Beyond that, the only other thing that may be affecting your functionality would be some app that you installed.

    If neither of these scenarios are the case, definitely reach out to us right away via support [at] zendesk.com and we'd be glad to investigate further!

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  • Ankita
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    Hi, 

    Is there a way to bulk upload tickets from excel or csv into zendesk? i'm trying to upload approximately 50 tickets every quarter. Thanks!

    Ankita

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  • Nicole - Community Manager
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    Hey Ankita - 

    It is possible, though it requires writing a custom script or program to bridge communication between your tool(s) and Zendesk Support.

    You can find some additional information as well as links to a couple of third-party services here: 

    API input/import tool

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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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  • Jessie Schutz
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    Hi Kate! Welcome to the Community!

    Rather than clicking the little down arrow, click on the button next to it that says "Edit X tickets". That will bring up the ticket editing window.

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  • Jim Stratton
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    I would also like the option to bulk-change the REQUESTER.

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  • Jessie Schutz
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    Hi Jim! Thanks for sharing your feedback!

    If it's not too much trouble, it would be great if you could share your use case on this post in our Product Feedback topic!

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  • Martin Hilbig
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    Is there any way to close/delete all tickets based on domain? We have suffered from a spam attack and are looking to remove the close to 2k tickets that were submitted yesterday. Marking 30 at a time is so unefficient i cannot imagine its the right way..

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  • 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- 

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  • Martin Hilbig
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    Yeah, i have read the article. I blacklisted the main offending domains, added an automation based on a common string within those mails, and clicked through pages of tickets for an hour. 

     

    it seems weird to me though that you cant just configure a filter and then set a status to all tickets matching it. Guess im spoiled by other frontends :P

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  • Ryan
    Comment actions Permalink

    The filter in this regard would be creating a custom view. You likely could use the same conditions that you've used in the automation within a view, and then use that list to use bulk actions from there (though, still limited to 30/100 unfortunately). Once in the view, you could export as csv (the view), to grab all of the ticket IDs, then use those ticket IDs using the bulk mark as spam/ bulk ticket delete API endpoint.

    Hopefully that helps a bit more. Don't hesitate to write into support {at} zendesk.com if you have any further questions!

    Best,

    Ryan

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