Question
Why aren't my triggers firing when I update tickets in bulk?
Answer
When tickets are updated in bulk, the event is recorded as Web Service (API) update.
If your trigger has the condition Update via | is not | Web Service (API), bulk ticket updates will not activate the trigger because the update_via attribute in ticket events is recorded as an API call.
To make sure your triggers fire correctly, remove this condition. If this condition is necessary, consider creating a separate trigger specifically for bulk updates to ensure that your trigger fires correctly.
For more information, see these articles: