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:

• About bulk actions
• Bulk updating tickets
• Bulk deleting tickets
• Bulk merging tickets
• Bulk marking tickets as spam

About bulk actions

When you manage tickets in bulk, note the following:

• The instructions in this article show how to use bulk actions in the Zendesk Agent Workspace. If you're using the standard agent interface, the bulk actions appear as a drop-down menu at the top of the ticket list, not as a toolbar at the bottom of the list. For example:

  

• When you make bulk updates to tickets (edit, delete, merge, or mark as spam), the event is recorded as a Web Service (API) update. See the example below. If you have triggers based on Ticket: Updated via conditions, make sure you take this into account.

  

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.

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.

Note: Public replies made via bulk updating on social messaging tickets will not be sent to customers through the social messaging 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.

   

   When you select one or more tickets in a view, a toolbar appears at the bottom of the list.

   
2. Click Edit.
3. In Edit 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.

   

   Note: If you bulk update tickets by applying a macro that uses dynamic content or placeholders in the ticket subject, then the updated tickets' subjects will be saved with the bracketed version of the subject. For example, {{ticket.created.at}} may display in the subject instead of March 2, 2023.

   Most active ticket fields (including system fields, custom ticket fields, and conditional ticket fields) display in the Edit 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 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.

4. Click Submit to save your ticket updates.

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. See Enabling agents to delete tickets.

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. Select Delete from the toolbar at the bottom of the list.

   

3. When prompted, click OK 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. Select Merge from the toolbar at the bottom of the list.

   

   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.

   

   If you’re attempting to merge tickets into a ticket with a different organization, brand, or requester, a message appears.

4. Make sure that you aren’t unintentionally sharing sensitive information by merging the tickets, then click Continue Merge.

   

5. When prompted, click Confirm and Merge to confirm the merge. If you want to cancel the merge, click Cancel 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. See Enabling agents to delete tickets.

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. Select Mark as spam from the toolbar at the bottom of the list.

   

3. When prompted, click Mark as spam to confirm the deletion.

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