How to close a large number of tickets

Question

We have a large number of tickets that did not close. I want to mark them all as closed so they can be archived and not show in my views. How can I close a large number of tickets?

Answer

There are two options you can use to automatically close tickets. You can either use API or create a business rule to set all ticket status from a set time range to close.

Use API to bulk close tickets

If you or one in your team is comfortable using the API, take advantage of the ticket API endpoint to identify and manage your tickets. For more information about the API, see the article: Admin's guide to the Zendesk API.

If you are unfamiliar with APIs, you can use Postman to make an API request to your Zendesk Support account. For more information on how to use Postman to make API requests to your Zendesk account, see the article: How do I set up Postman to make API requests to my Zendesk account?

Create an automation to set ticket status to close

Use automation to create a time-based business rule to close all your tickets. Below is an example you can use.

1. Add a new automation.
2. Set a title for the new automation.
3. Add the following conditions under Meet all of the following conditions:
   • Ticket: Hours since update > Greater than > (Specify the time here) - If the tickets you want to close are on a specific status, you can use other conditions such as Ticket: Hours since open, Ticket: Hours since pending, and, Ticket: Hours since solved.
   • Ticket: Status category > Less than > Closed
4. Add the following conditions under Perform these actions:
   
   • Ticket: Ticket status: Solved
   • Ticket: Status category: Closed
5. Click Create Automation.

Note: In an account without custom ticket statuses enabled, use the condition Ticket: Status instead of Ticket: Status category. For the actions, use the action Ticket: Status | Closed.