Editing Multiple tickets

9 Comments

  • Nicole Saunders
    Zendesk Community Team

    Hey Jack - 

    Welcome to the Zendesk Community! 

    To answer your first question, no, there is no way for light agents to bulk edit multiple tickets. They do not have any editing capabilities; they can only make internal comments. The purpose of the light agent role is to allow people to weigh in or help provide information toward an answer, but it is still up to a full agent to actually respond and solve a ticket. 

    Regarding your question around cc's, could you clarify what you're asking? Light agents are able to cc themselves on a ticket, but this will not enable any editing capabilities. 

    Hope this helps, let us know if you have additional questions!

    0
  • Jack Ni

    Hi Nicole,

    Thanks for your response. That is the answer I was looking for. Regarding CCs, I was just wondering if a tag added by macros could cc the light agent and allow them editing capabilities. However, it seems you have answered that part of the questions. 

    My main question is this then: How come light agents can edit individual tickets but not bulk tickets? 

    0
  • Nicole Saunders
    Zendesk Community Team

    Hey Jack - 

    Can you clarify what it is that your light agents are doing? The light agent role should not be able to do anything but add an internal comment. 

    0
  • Jack Ni

    Well, we have some 4500 useless tickets (filtered by a query) we just want to close/delete/remove. We were hoping the department that causes this deletes them themselves but since Light Agent's can't delete them we are looking for an optimal way to do this. 

    0
  • Nicole Saunders
    Zendesk Community Team

    You can bulk delete tickets via the API - you can find those endpoints here

    0
  • Sara Vandermolen

    I am trying to set up our ZenDesk so that agents can bulk edit tickets, but when they select multiple tickets and go to the menu, they do not get the option to edit. I have permissions as an Admin, but I haven't been able to find a permission to add to the Staff role that will give them this functionality. Does anyone know which box or menu controls whether a role gets the option to bulk edit tickets?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Sara,

    If the agents have access to the tickets they should be able to select the Edit # Tickets button towards the top right after they've selected the appropriate tickets. Any chance you could provide a screenshot of what they see on their end?

    Thanks!

    0
  • Sara Vandermolen

    Hi Brett,

    My apologies, it turns out it was a simple fix from something we overlooked. It's no longer an issue for us!

     

    Sara

    0
  • Brett Bowser
    Zendesk Community Team

    Glad to hear it Sara!

    0

Post is closed for comments.

Powered by Zendesk