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Feature Request: Attach file to multiple Tickets
Posted Sep 07, 2020
Doesn't seem like we are able to attach the same file in bulk edit mode. We have to go in each individual ticket to attach the same file.
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Posted Sep 07, 2020
Doesn't seem like we are able to attach the same file in bulk edit mode. We have to go in each individual ticket to attach the same file.
9
8 comments
Official
Samir Shah
Hi all!
Thanks for sharing your feedback! While we don't have this planned in our near-term roadmap, this enhancement has been noted as a gap in the bulk edit feature. I've logged this and will account for it in our roadmap planning. Thanks!
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Nicole Saunders
Hi Jensen,
Thanks for sharing your feedback. Can you tell us more about when and why you need to be able to do this?
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Jensen Lin
Hi Nicole, we have agents that respond to tickets in bulk, but the attachments we provide are the same for those bulk responses.
for example, a solution may apply to multiple tickets, and we would like to have that attachment indicating the solution to be applied to several tickets in Zendesk. The attachment is not generic enough to be a macro, so a macro won’t work. Has to be a bulk edit.
This happens quite often in our industry.
1
Nicole Saunders
That makes sense. Thanks for the additional detail.
If other users are interested in a similar feature/have a similar challenge, please up-vote Jensen's post and share the details of your use case in the comments below.
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Iain Johnston
This would be a very handy feature
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Andrew Snell
Our users are convinced this feature used to already exist before. In fact, the bulk ticket help page shows an image where the attachment icon is available further showing that this was the case.
https://support.zendesk.com/hc/en-us/articles/203690866-Managing-tickets-in-bulk
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Leandro Díaz
Having the same issue, this would be very handy
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Jill Bragg
This is also something that would be really beneficial for our teams too. When bulk updating tickets we'd like to be able to attach the relevant RCAs for those incidents.
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