Managing tickets in bulk

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8 Comments

  • 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?

    1
  • Cheeny Aban
    Zendesk Customer Care

    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

     

    0
  • Courtney Aldridge

    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?

    0
  • Dave Dyson
    Zendesk Community Manager

    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?

    0
  • Jason Schaeffer
    Zendesk Customer Care

    Hi Carl,

    Yes you can bulk link ticket to the problem ticket. Once you have the ticket checked and then select "Edit X Tickets" You will want to navigate to the "Type" Ticket field and set that as "Incident" Once you do a field will appear that will allow you to put the ticket number for the Problem ticket. Then you will submit the update which will link those selected tickets.

    Thanks!

    Jason Schaeffer | Customer Advocate |

    0
  • Federico Olmus

    Hello Zendesk team, 

    When bulk updating tickets the formatting is changed. E.g: Spacing is changed or hyperlinks are broken.

    Any idea why and how to fix this?

    Best,

    Federico Olmus

    0
  • Zhengzengemail

    Have exactly the same problem as Ric from thread one. I have lots of fields as we used lots of different forms. But huge problem when using bulk edit that lots of fields pop up that are not relevant for the form, very time consuming to find fields.

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  • Zhengzengemail

    Can't even rearrange the order of fields in bulk edit, it seems to be completely random. At least there should be a way of doing that.

    0

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