Managing tickets in bulk

Using your views, you can make ticket updates to many tickets at the same time. For example, if you want to assign yourself to a number a tickets, you just select them in a view and then set yourself as the assignee. You can also delete, merge, or mark as spam the selected tickets. If you navigate to different pages, your tickets will remain selected.

Topics covered in this article:

• Bulk updating tickets
• Bulk deleting tickets
• Bulk merging tickets
• Bulk marking tickets as spam

Bulk updating tickets

The maximum number of tickets you can update at one time is 100 tickets. You cannot bulk update closed tickets. You can bulk update most of the same properties as an individual ticket, including ticket status, fields, subject, and comments.

Note: You cannot use the Knowledge Capture app when you make bulk updates to tickets.

For information about how specifying a default Twitter account affects bulk ticket updates, read about the Make this the default account setting described in Setting up your Twitter channel.

To update multiple tickets in a view

1. Open one of your views and select the tickets you want to update.

   You can pick and choose the tickets you want to update or select the entire list by clicking the check box at the top left of the view.

2. Click Edit tickets.

   

3. In Update tickets you can update ticket properties and add a comment for all of the tickets you selected.

   To help with accessibility, you can use keyboard navigation to select toolbar menu items and apply formatting before submitting the comment.

   You can also apply a macro to all the tickets by selecting it from the Apply Macro menu. If you apply a macro that includes attachments to ticket comments, the attachments will not be included in the bulk update.

   

   Most active ticket fields (including system fields, custom ticket fields, and conditional ticket fields) display in the Update tickets dialog box during a bulk update, regardless of the ticket forms applied to the selected tickets. However, the bulk editor doesn't support CC, followers, or @mentions.

   For example, if you attempt to @mention someone from the bulk editor, the text in the comment remains plain text, and the person isn't CC'd on the ticket. There's also no visible fields for CCs or followers in the bulk editor. You also can't use the bulk editor to apply macros that have an action to add a CC. The CC will not be added if the macro is applied this way.

4. Click Submit to save your ticket updates. In your Events view, bulk updates to tickets are marked as from WEB SERVICE.

   

Bulk deleting tickets

You can select multiple tickets in a view and delete them at the same time. Deleting a single ticket is described in Deleting tickets.

Once deleted, tickets are moved into a Deleted Tickets view, where you can restore them or permanently delete them. After 30 days deleted tickets are permanently deleted and removed from the Deleted Tickets view. You cannot bulk delete Closed tickets. For details, see Deleting tickets.

Note: Administrators must enable agents to delete tickets. On Team or Professional, click the Admin icon (), select Settings > Agents, then click Agents Can Delete Tickets. On Enterprise, permission to delete tickets is based on Custom agents roles).

To delete multiple tickets in a view

1. Open one of your views and select the tickets you want to delete.

   You can pick and choose the tickets you want to delete or select the entire list by clicking the check box at the top left of the view.

2. Click the arrow icon on the Edit tickets button on the upper-right side, and select Delete.

   

3. When prompted, click Yes to confirm that you want to delete the tickets, which are then moved into the Deleted Tickets view.

Bulk merging tickets

You can select multiple tickets in a view and merge them into another ticket. Merging one ticket into another ticket is described in Merging tickets.

Be sure that you merge the correct tickets. Ticket merges are final; you cannot undo or revert a ticket merge. You cannot merge tickets with a ticket that's shared, or with one that's already closed.

To merge multiple tickets in a view into another ticket

1. Open one of your views and select the tickets you want to merge.

   You can pick and choose the tickets you want to merge or select the entire list by clicking the check box at the top left of the view.

2. Click the arrow icon on the Edit tickets button on the lower-right side, and select Merge tickets into another ticket.

   

   Tip: Be sure to have the ticket number of the ticket you want to merge into handy before you start the merge process.

3. In the Merge ticket dialog, enter the ticket number for the ticket you'd like to merge the selected tickets into, then click Merge. Alternatively, you can select a recently viewed ticket.

   

4. When prompted, click Confirm and Merge to confirm the merge. If you want to cancel the merge, click Close instead.

   Be sure that you merge the correct tickets. Ticket merges are final; you cannot undo or revert a ticket merge.

Bulk marking tickets as spam

You can select several tickets in a view to mark as spam and suspend the requesters. Marking a single ticket as spam is described in Marking a ticket as spam and suspending the requester.

Tickets marked as spam are moved to the deleted ticket view and the requesters are suspended at the same time. You can unsuspend suspended users if necessary.

Note: Administrators must enable agents to delete tickets. On Team or Professional, click the Admin icon (), select Settings > Agents, then click Agents Can Delete Tickets. On Enterprise, permission to delete tickets is based on Custom agents roles).

To mark multiple tickets in a view as spam and suspend the requesters

1. Open one of your views and select the tickets you want to mark as spam.

   You can pick and choose the tickets you want to mark as spam or select the entire list by clicking the check box at the top left of the view.

2. Click the arrow icon on the Edit tickets button on the upper-right side, and select Mark as spam.

   

3. When prompted, click Yes, mark as spam and delete tickets to confirm the deletion.

   Tickets marked as spam are moved to the Deleted tickets view.