Managing tickets in bulk

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  • 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?

  • 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?

  • Thank you!

  • 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:

  • 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.
  • Peter Hochstrasser

    Hi Carolline

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

  • 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.

  • 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?

  • 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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