Managing tickets in bulk

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56 Comments

  • Hi there,

    When trying to bulk assign from one form to another, not all form names appear in the list - do we have a setting wrong?

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  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Cotton On (Online Customer Service)

    There is a check box in each form setup to associate to specific (or all) brands. Can you check that for a form you're trying to find?

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  • Thank you!

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  • Carolline

    Hey there,

    When bulk editing a custom ticket field, I don't see an option to leave said custom field blank as it is possible when editing one single ticket. Am I missing something or is it really not possible? Any workaround suggestion?

    Editing a single ticket:

     

    Bulk edit:

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  • Dane
    Zendesk Engineering
    Hi Caroline,

    This is currently expected for the Support ticket bulk update and the "-" option is only available for Dropdown fields. The only option that I can think of for other field is perform the update via Update Many Tickets API.
     
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  • Peter Hochstrasser

    Hi Carolline

    How about "- Reset -" in the list above?

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  • Carolline

    Hi Peter Hochstrasser

    I tried to use it, but it seems it only resets to the original value. For example, if I have multiple tickets each one with its own value, and I accidentaly change the value to X while bulk editing, if I hit "reset" this change is disregarded and all of the tickets keep the original value.

    Dane not sure if I understand. These examples I gave are drop-down fields. The problem is with bulk editing (when editing a single ticket, I can clear the custom field just fine)

    By the way - the workaround I could think of was setting up a trigger that fires when updating the ticket and including a specific tag. There's an option to clear the value of a specific custom field as an action for the trigger.

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  • Kat

    Is there a way to restrict permissions on bulk-editing tickets (like with merging tickets), so only agents with certain permission sets are able to bulk-edit tickets?

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Kat,

    Thank you for your Feedback.
    A function to restrict the bulk editing for Agent is unfortunately currently not possible.

     
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  • Kelly Schmiedeler

    I bulk delete 200 tickets a day.  Today this takes me a few clicks using the bulk delete app.  Now I will have to delete them 30 at a time?  Is that correct?

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Kelly Schmiedeler welcome to our Community!

    The in-product function for updating tickets allows you to delete a maximum of 100 tickets at a time :)

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  • Bharath Bhushan M S

    What is the workaround or fix for this?
    We just can not "not" have this option. We need this working. 

    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 CCed 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.

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  • Peter Hochstrasser

    Hi @Bharath Bhushan

    Zendesk rewards the flexible and ingenious. In your use case, adding a tag works. Create your macro as a trigger that acts upon finding the tag set by its triggering macro... I know, I know - as we say in German, backward through the chest right into the eye - but that's Zendesk.

    Cheers
    Peter

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  • Bharath Bhushan M S

    Thank you Peter Hochstrasser, I unfortunately dont have the access to create a trigger and would have to reach out to admin team who is not in favor of creating multiple triggers. Is there any other workaround for this? 

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Bharath Bhushan M S

    Perhaps we can further discuss your problem via ticket. I will be sending you an email where we can continue working together. Kindly check your inbox for updates. Thanks!

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  • Nikita Danilov

    Hello,

    We've recently encountered an issue where the bulk management checkbox has disappeared for one of our admin colleagues. It's worth noting that we both hold admin permissions and are viewing the same ticket view.

    While I still have the ability to manage tickets in bulk, my colleague no longer sees this option. This change occurred quite recently on the colleague side.

    We have already ensured that our admin permissions and view conditions are consistent. Is there any specific setting or configuration that could have caused this option to disappear for my colleague?

    Your assistance in resolving this matter would be greatly appreciated.

    Thank you.

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  • Peter Hochstrasser

    Hi Nikita

    Did your colleague try to
    - use another browser
    - use a private tab or window?
    If he does and still has the same problem, can you let him log into Zendesk on your machine?

    I‘m trying to establish if the problem is with his account serverside, or if it is rather a cookie constellation or a browser specific problem that causes this.

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  • Nikita Danilov

    Hi! 

    We have identified the reason behind the disappearance of the 'Managing tickets in bulk' option in Zendesk. It appears that our custom software, which is used for quality checks and ticket tagging, is causing this issue. This software functions as a browser extension and is integrated with our website. It interacts with Zendesk and seems to be blocking the 'Managing tickets in bulk' option. We will address this issue on our end.

    Thank you or your time looking into this!

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  • Salokya Mathur

    I am working on a client requirement where they don't want their agent to close ticket in bulk, Is there any way to hide the bulk edit option ?

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Salokya,

    I'm afraid that the ability to edit tickets in bulk is not something that can be edited. This is a universal ability that is hard-coded into the system, and it is not linked to a specific setting or Role. If an agent has access to edit a number of tickets, they can modify them in bulk.

    Hope this helps.

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  • Sydney Neubauer
    Zendesk Luminary

    Our team would also like to remove the bulk edit option - there are too many things that can be changed that shouldn't be 

    • fields that are no on the form
    • tags (we use an app to restrict that makes tags read-only)
    • assignee (if you select take it without selecting the group, then it changes the tickets to the Agent's default group)
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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Sydney,

    Though this is not natively possible at the moment, I've marked this comment as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

    Thank you.

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  • Akanksha Shukla

    I am using an enterprise account, I have team members working based on the roles. Need help if my supervisor can re-assign the tickets to other agents in case the agent is offline or not available without even having the option to bulk update the fields and the other options apart from the assignee section. Can we disable the other field to be updated or edited?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Akansha, 

    Yes, a supervisor may re-assign tickets to the other agents without bulk updating ticket fields. A user may select one or more tickets when viewing a list of tickets from a specific ticket view and make the assignment from there. Unfortunately, there is no native way to disable or restrict users from updating ticket fields. However, you may want to check for other third-party applications that have that capability. If you have other account-specific inquiries, you may also initiate a conversation with us so we can fully check them for you!

    I hope that helps!
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  • Akanksha Shukla

    @... Can you suggest third-party applications for same?  

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Akanksha, 

    You may check our Zendesk Marketplace for apps. Thanks!
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