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
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
- 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.
- Click Edit tickets.
- 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.
- 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.

To delete multiple tickets in a view
- 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.
- Click the arrow icon on the Edit tickets button on the upper-right side, and select Delete.
- 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.
- 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.
- 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.
- 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.
- 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.

To mark multiple tickets in a view as spam and suspend the requesters
- 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.
- Click the arrow icon on the Edit tickets button on the upper-right side, and select Mark as spam.
- 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.
14 Comments
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?
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
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?
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?
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 |
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
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.
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.
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
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.
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.
Is there any plan to add Followers as an allowed field to bulk update?
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!
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.
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