Managing tickets in bulk

Return to top

29 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

    1
  • 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.

    0
  • 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
  • Kieran Thorpe

    Did product feedback ever get created for the fact all active fields are shown? In our case there are literally hundreds of fields spread across the various business functions that use them and when we come to bulk edit a ticket its almost unusable

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Kieran –
     
    Here's the product feedback thread for that – be sure to upvote and add your use case!
     
    Make forms, conditionality and apps work when bulk editing tickets.
    -1
  • GrowthDot

    Hi there. We suggest using GDPR Compliance for bulk deletion. It is simple and easy to navigate. Compile a target user or ticket list by setting up conditions and then select one of the bulk processes: delete or anonymize. Also, you can choose the type of data to process. Retrieving option is also available.

    0
  • April Schultz

    Is there any plan to add Followers as an allowed field to bulk update? 

    0
  • Hello Zendesk,

    Is there a feature to bulk download tickets?? For example, if a user has 20 tickets, I would like to be able to download them all at once instead of one at a time. Please advise. Thank you!

     

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hi Fabrice,

    You can do this via the API using the List Tickets endpoint. Here's where you can find the documentation on how to make that API call: Zendesk API - List Tickets. It's pretty quick and easy to do. 

    0
  • Feby

    Hi, how to this kind of mechanism in WhatsApp channel?

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Feby! It's currently not possible to manage tickets in bulk in Whatsapp. Sorry for this!

     

    0
  • Matt Johnson

    Any news on being able to bulk update the requester field?

    0
  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Matt, it's still currently not possible to achieve this via the User interface in Zendesk,

    It could be possible to perform it via our API endpoint to update a ticket: https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket Using our API you would be able to update multiple tickets in bulk setting the requester as long as the status for the ticket is not "Closed". Thanks!

    0
  • Lou
    Community Moderator

    Looks like this broke the linked tickets view in Chrome. I can only bulk edit 30 linked tickets at a time. I am unable to page over. It works fine in Firefox, though.

    0
  • Ashley Urdang

    I don't see this view at the bottom of the page - only when I click next to edit ticket at the top right do I have the option to merge tickets. How do I turn this view/settings on so I can see this functionality at the bottom of my tickets?

    0
  • Dane
    Zendesk Engineering
    Hi Ashley,
     
    If the option is appearing on other views, try to clear cache and history of your browser. Normally, it will resolve the behavior.  
    0
  • Jennifer Lee

    Ashley Urdang - I didn't see it the other day either but just checked again and the bulk edit options are now at the bottom of the page.

    0
  • Emre Aktaş

    Hi Team,

    i am looking to how can i create a bulk ticket, like i want to create 50 tickets in one time, is it possible to do that ?

    thanks

    0
  • Sharon Bare

    Hi, Emre Aktaş

    Maybe the Proactive Campaigns is suitable for that https://www.zendesk.com/marketplace/apps/support/188538/proactive-campaigns/

    0
  • Lou
    Community Moderator

    Emre Aktaş

    It looks like Proactive Bulk Tickets does that.

    We do it via API calls. On occasion, we'll create up to 1,000 tickets this way.

    0
  • Jay Nelson

    Any reply to April's comment on March 17th? 

    The Triggers and Macros allow for functions to add Followers easily, but now if a user has followed to many items or wants to unfollow tickets, they have the pain to open each and every ticket to perform this action.  This is extremely time consuming.

    When will at least Followers functions be added to the bulk edit functionality?

    0
  • Ferenc Nagy

    Hello, 

    Can you have the Bulk merge function in the interaction tab? 

    So I do not need to search for user email and tick all but one and merge it like that. But when I am on a ticket, on the right side interaction view, where I can see the tickets from user, I could tick which ones I want to merge and where to. 

    Thank you, 

    F

    0
  • Oliver Tietze

    It makes no sense to prevent selecting "closed" tickets only because you can't edit them. It would make sense to disable the "edit" button instead.

    I frequently need to delete multiple closed tickets and can't. Very annoying, I consider this a bug (even though I know it's just too short thinking of the product developers probably).

    Please fix!

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Oliver, 
     
    For better visibility to our product team and so others can add their support for your idea, can you create a post in our Feedback on the ticketing system (Support) topic, using this template to format your input? Thanks!
    0

Please sign in to leave a comment.

Powered by Zendesk