Managing tickets in bulk

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91 Comments

  • Martin Hilbig
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    Thanks Ryan, much appreciated. I definitely need to look into the API. 

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  • 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

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  • Nathaniel Offer
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    Hi Team,

    I have just tried this as I wanted to bulk add a tag to a number of tickets. However when I got the bulk edit window I couldn't do anything with either the "add tag" or "remove tag" text fields.

    Can you enlighten me on what I might need to do to make this work?

    Thanks

    Nathaniel

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  • Brett - Community Manager
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    Hey Nathaniel,

    When you attempt to bulk edit the tickets and apply a tag what exactly do you see on your end? Are the fields greyed out? Depending on your plan level if you have custom roles (Enterprise) set up then a role can be restricted from adding tags to a ticket.

    More on Custom Roles here.

    I'd also recommend checking to see if other Admins on the account are able to replicate this issue. Hopefully this points you in the right direction but if not feel free to send us an email with a screenshot of what you see on your end. We can certainly take a look further :)

    Thanks!

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  • Lisa S
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    Hey,

    Is it possible to assign a ticket either individually or in bulk, to another agent, as New?

    We've tried and it seems to always jump to 'Open' status. Also, the macro functions only allow to assign as greater than New.

    Thanks a lot,

    Lisa

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  • Jessie Schutz
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    Hi Lisa!

    Once a ticket is assigned it will automatically change to Open status; it's not possible to keep a ticket in New status once it's been assigned. The thinking there is that once a ticket is assigned to an agent it's no longer New...the New status indicates that a ticket hasn't been looked at or touched yet.

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  • Lisa S
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    Ok, gotcha! Thanks Jessie.

    Lisa

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  • 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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  • Brett - Community Manager
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    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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  • 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.

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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 Robert - 

    Could you point me in the direction of the product feedback request you're referring to? I'm not certain exactly what you're referencing. 

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  • Brett - Community Manager
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    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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  • Sonia LP
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    Sur l'un des articles, j'ai vu que nous pouvions créer un automatisme pour supprimer les billets en masse, mais je ne pouvais pas en venir à ce sujet? Quelqu'un peut-il m'aider svp? :-)

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  • Quentin
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    Bonjour Sonia,

    Il n'est malheureusement pas possible de supprimer des tickets via un déclencheur ou automatisme.

    Cependant, vous pouvez par ce biais soit les clôturer (status clos), soit leur appliquer un marqueur spécifique pour pouvoir les retrouver plus facilement et les supprimer par la suite, comme indiqué dans cet article:  Deleting Tickets

    Je vous souhaite une bonne journée :)

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  • erika.h
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    Hello!  I just discovered an issue with bulk editing tickets when a macro includes dynamic content with markdown.  In the "bulk edit" pop up, I selected a macro that is entirely governed by dynamic content.

    Instead of rendering the text of the dynamic content in the bulk edit/comment field, only the dc placeholder appears:

    When the bulk comment/update is submitted, the placeholder is replaced with the expected text, but the markdown set in the dynamic content is not honored (leading to a messy customer email):

    Has anyone encountered this and found a solution?  I know that markdown isn't honored in emails sent via automation since the automated comment is never rendered in a rich text editor but I really expected the agent interface/bulk ticket editor to function the same as the individual ticket editor...

    Thanks!

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  • 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!

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  • erika.h
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    @Brett awesome, thank you!

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  • Brett - Community Manager
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    Happy to help :)

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  • ekeegan
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    Where is the Update Tickets screen accessed or located which is mentioned in the first part of this article? I want to bulk assign tickets to myself. After I select multiple tickets, the only choices in the Edit drop down are: 

    Thank you

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  • Robert Jerina
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    @ekeegan - instead of clicking the down arrow, click the "Edit 2 ticket(s)" button.

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  • Brett - Community Manager
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    @Robert thanks for jumping in and helping ekeegan out :) 

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  • ekeegan
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    Thank you!

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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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  • 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!

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  • Kellie Eck
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    For some reason, when I try to bulk update the status of several tickets at once, I choose the Solved status but it will change the tickets to an Open status. This just recently started. Is that something I should be configuring/setting in my Zendesk account or is that built-in and a current bug?

    Thanks!

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  • 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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  • Dragan Dordevic
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    Hi, we have noticed that when applying a macro that includes adding a comment to the ticket to a bulk of tickets - macro does get applied (tags added etc), but the comment does not end up being posted on the ticket.

    Is there a way to post comments as well when applying a macro to multiple tickets? Thanks!

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  • Brett - Community Manager
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    Hey Dragan,

    Macros should be able to apply comments to tickets in bulk as well. Any chance you could provide a screenshot of your macro set up so we can take a look?

    Thanks!

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  • Dragan Dordevic
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    Hey Brett,

    Thanks for the prompt response. Here is the macro - when it gets applied to bulk of the tickets, the comment does not appear on the ticket:

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