• Chris Bulin

  • June 18, 2020 14:13

  Community Moderator

  Hi Maisha M. When we have a large backlog like that we use the API to close tickets. The documentation is here: https://developer.zendesk.com/rest_api/docs/support/tickets#update-many-tickets I just use the program called Postman https://www.postman.com/downloads/ to do that work. 

  As for viewing the most recently opened tickets, the easiest way to build that view would be to copy the default view for Recently Updated Tickets. Just replace "Hours since Update" with "Hours since Created" and select the time frame you want.

• Ben Van Iten

  • June 18, 2020 14:26
  • Edited

  Zendesk Community Team

  Hi Maisha M.,

  Thanks for participating in the AMA!

  For this I would recommend building an automation:

  

  For the hours since created, you'd just have to fill in the amount of hours that seem right to you. If they are all in the same status, like open or pending, that would also be a good condition to add on as well. Then for the actions you could solve the tickets, or even close them if you wanted to go that route. As Chris pointed out, the API would also work for this if you wanted to be more precise with the ones you move into the solved/closed status.

  As far as making the most recent tickets viewable, you could have a view look like this:

  

  This is just a basic view, and you could add more to it based on your workflow, but this would capture tickets that are less than a week old and are not solved yet. You could also only capture open tickets if you didn't want the pending ones to show up as well.

  I hope this is helpful!

• Maisha M.

  • June 18, 2020 14:29

  Thank you!

Please sign in to leave a comment.