Announcing interface improvements to managing tickets in bulk

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13 Comments

  • DJ Jimenez

    Merging multiple tickets in a single go seems new and gladly welcomed. What guardrails are there to make sure merging multiple tickets is intended for each ticket, since merging is not reversible?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi DJ. When you merge, you select one or more tickets to merge, then you'll enter the ticket number for the ticket you'd like to merge the selected tickets into. You'll have to confirm the merge before it's final. 


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  • Terry Knox

    Looks like a good change, but just to check - is this Agent Workspace only, or old interface too? 

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Terry
    This change will apply to both the Agent Workspace and the standard agent interface. 

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  • Valentin rocha

    Hi Terry,
    This change will apply to both the Agent Workspace and the standard agent interface.

    1
  • Chris Fassano

    This says the role out ended. 6/20/2022. My instance hasn't received this update.

    1
  • Zac Garcia
    Zendesk Product Manager

    Hi Chris! Thanks for checking in and letting us know. I am glad to know you were watching this space! We had a little delay in the rollout but should complete it by next Monday (June 27). We'll be progressively rolling it out to more accounts throughout the week.

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  • Ed Ball

    I think it would be nice if that little roll up would a slightly different color so it pops out a little more. Moving from the top the bottom most people don't look for it there. Even just a slight gray color would make it stand out more for the first time. Not really a problem for people who use it all the time, but we have some infrequent users. Even for normal users it would be a nice differentiation.

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  • Ben Lea

    Hey! Zac Garcia Just wanted to check if this was delayed further since im not seeing it on our instance. 

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  • Zac Garcia
    Zendesk Product Manager

    Hi Ben! As of today this is available in all Zendesk instances! We had a couple of wrinkles to iron out but are really excited to be fully rolled out and are looking forward to your feedback!

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  • Shayan Moussawi

    Are there any plans to add this new view for managing Tickets in bulk to the search view as well? Right now it seems a bit inconsistent to have it for standard views but not for the search view

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  • Zac Garcia
    Zendesk Product Manager

    Hi Shayan! I'm excited you are interested in the feature! When you go to Search and select one or more tickets, do you see the new toolbar there? As mentioned in the announcement, this is rolled out for Views and Search, so if you're not seeing it in one place or the other we'll want to take a closer look!

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  • Shayan Moussawi

    Hello Zac Garcia,

     

    Thank you for your response.

    In search (as in clicking on the search button in the top right corner and clicking into a search tab, not sure if there is another way within ZenDesk to search):
    I am not seeing the new toolbar at the bottom like in Views.

    In Search I only see the old toolbar in the top right corner:


    I did select Tickets, and I still cannot see the new toolbar in Search.

    This was also tested on my Sandbox environment with the same result.

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