Use an automation or the API to close tickets in bulk. Closing tickets lets them archive and removes them from your views.
This article covers the following sections:
Closing tickets using the API
Use the API to close a large group of tickets. You can use the advanced data retention policy (ADPP) add-on or the ticket API endpoint.
Create a deletion schedule for advanced data retention policies
With the advanced data retention policies (ADPP) add-on, you can create a deletion schedule based on your ticket's Last Updated date and Brand.
Use API to bulk close tickets
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're unfamiliar with APIs, 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 closed
Use an automation to create a time-based business rule to close your tickets.
To create this automation:
- Add a new automation.
- Set a title for the new automation.
- 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
- Under Perform these actions, select Ticket: Status category: Closed.
- Click Create automation.
3 comments
James De Biasi
Great post! Will adding a new automation to close all tickets greater than 'x' number of hours close tickets created before the automation was set up?
Our team needs to close tickets in a given group that are more than a week old. Wondering is this will help.
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Qin Brian
When we use API to close the tickets, let us say over 1000, it would take long time.
We use python to read each ticket id then put the url with relevant tag etc
Is there any better way?
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Cheeny Aban
As of the moment, those are the possible options to bulk close or update tickets. We understand your need to update a large number of tickets at a time so I am marking your comment as product feedback to flag the need for that functionality, and to notify our Product Managers. We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality.
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