Solving tickets on mass

7 Comments

  • Colin Piper

    First the easy one. Yes a ticket can be closed without filling in data. Some rules apply to Solving a ticket but if you never solve it but go straight to closing then no problems. I automatically close tickets all the time.

    An automation rules once per hour however it will keep processing until all the tickets have been completed. 300k may be a concern to Zendesk so we will need them to comment on it but you could use date filters to limit this for the time being. Something like Tickets: Hours since created less than 240, then increase that number and let it go again etc.

    Also, if you never plan to look at these then why not use a trigger to close them initially?

     

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  • Serge Payette

    Hi Rosie,

      Closing tickets in bulk could be tricky, for sure you don't want to mess around with this as customers are usually quite sensitive to what's going with their support request, especially when they're getting closed.  It would be really nice if you could find at least one common factor to them all, but if not then I'd recommend to go ahead with a safe approach like closing all tickets older than 18 months or even more than that.  Generate report (to see which tickets have been modified), analyze and move on with another batch.  For example, close all tickets (Incident type, older than 18 months, then older than 15 months, then 12, etc.).

      For this you could either use a Trigger or Auto rule, depending if you want this to be a "one-time" thing or rather an ongoing action.

    Condition:

    "Ticket: Hours since created (calendar)" "Greater than" 4320 (for 6 months)

     

      With such rule all tickets meeting the specified conditions will be closed, even though Required fields aren't populated.

     

      You should also check if you have a Trigger rule to send notification (internal and external) for closing ticket.  That rule may need to be revisited to better explain what's going on (by inserting some text in the regular notif) or even maybe being temporarily disabled to avoid flooding the recipients' Inbox.

    Hope this helps

    Serge

     

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  • Jessie Schutz
    Zendesk team member

    Hey guys!

    So here's the deal. Automations run every hour, but there is a limit to the number of tickets an Automation can act on in one go. This means that you don't have to worry about breaking Zendesk (:D); it also means that it'll ultimately take a few weeks to get through everything. However, in this situation I don't think that this is probably going to be a concern.

    I would definitely recommend tagging these types of tickets going forward, and setting up a Trigger or Automation as Colin suggested to Close them right away so you don't end up with a huge backlog again.

     

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  • Jim Strickland

    This is exactly what I was wanting to do. However, when I try an automation with Ticket: Hours since created greater than 4380, I get the following error.

    Automation must not run multiple times per ticket: It must have a time based condition that is only true once (Hours since created is 24) or a action that nullified a condition ("Priority Is High" and an action setting it to "Priority Is Urgent").

    I can't create a trigger because Ticket: Hours since created is not one of my condition options.

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  • Jessie Schutz
    Zendesk team member

    Hi Jim!

    For automations you need to make sure you have a nullifying condition to prevent the automation from running more than once on any given ticket. Many people use tags for this (the automation tests for a tag, runs when that tag is not found, and one of the actions of the automation is to add the tag to the ticket so that ticket will no longer meet the conditions for that automation). You can also use other ticket properties, like ticket status or ticket type.

    Please let me know if you have any other questions!

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  • Jim Strickland

    It turns out I had too many conditions set. Once I reviewed and discovered there was a different route I could go that would get the same results without the myriad of conditions, I was good to go. Thanks.

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  • Jessie Schutz
    Zendesk team member

    Glad to hear it! Let me know if you need anything else. :)

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