Managing tickets in bulk

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104 Comments

  • Brett Bowser
    Zendesk Community Team

    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!

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  • Sam

    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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  • Matt McLean

    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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  • Antonina Vodovitska

    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.

    1
  • Montana

    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. 

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  • Peter Hochstrasser

    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 assigned. n-1 of them are assigned to Agent aone is assigned to Agent b.

     I

    • search them using query "tags:x"
    • select all by clicking in the checkbox on top left of the resulting list
    • edit all n of them by clicking the blue edit n tickets button
    • select their new assignee to be Agent b (the one who has 1 ticket already assigned)
    • I set Remove Tags to 
    • I click Submit.

    ResultThe ticket which is already assigned to 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

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Aitor Novo

    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

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  • Jaïs Pingouroux

    Brett Bowser  Hello,

    I have the same problem with bulk editing to add tags. The operation fails with a warning "no change detected".

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  • Peter Hochstrasser

    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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  • Ric Clements

    I know that all ctive ticket fields are displayed in the Update view during a bulk update, regardless of the form(s) applied to the selected tickets. This takes far too long to scroll through to find the correct one.

    Is there a way to search for a field, or only display the ones on that ticket?

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Ric,

    Unfortunately, there is no native way to do that yet, but I am creating product feedback to flag the said functionality. 

    All the best

     

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  • Courtney Zuniga

    When I am in the view, and select multiple tickets, and click on "Edit Tickets" there is not an "Update" option. I am trying to reassign tickets in bulk. I have tried triggers and automations with no avail. What else can I do?

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  • Dave Dyson
    Zendesk Community Team

    Hi Courtney –

    Sorry for the confusion! Once you've clicked "Edit Tickets" and you're in the Update Tickets window, to reassign the selected tickets you'd choose a new Assignee from the menu on the left hand side, and then click the Submit button at the lower left of the window in order to update the tickets. Once you click that button, it should process the changes you've chosen for each of the selected tickets.

    Does that help?

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