Make forms, conditionality and apps work when bulk editing tickets.
Currently, when you select multiple tickets in a View and then click on "Edit X ticket(s)" at the top right of the screen, you're able to make the same change across all of the tickets. Sweet!
The problem is that if you want to make changes to fields on a specific form, then you're in trouble because the popup screen simply lists all ticket fields across all forms. So if you have 200 ticket fields across 7 forms, well now you just have to scroll through all 200 fields to find the one you want to change. :-(
It's not just Forms that are the problem though; it's any conditionality that you've applied to ticket fields either using Zendesk's native conditionality or if you're conditionally showing and hiding fields with an app.
It would be amazing if the fields within the bulk edit screen worked with the same functionality as the fields within a regular ticket.
Thanks for considering this request.
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Official comment
Hi all, thank you for your feedback. We have logged this change as a requested enhancement for our Bulk Editing feature and put it in our backlog. Unfortunately, we can not guarantee an estimate for delivery because we have prioritized other planned initiatives in the next few quarters. However, we do plan on prioritizing this feature in the future and will come back to this thread when we have more to share. In the meantime we appreciate your continued feedback and use cases to help us make improvements. Thanks again!
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I agree in principle, although we use some triggers off fields that don't show in the form. This allows admins and managers to go in and change the field "behind the scenes" where an agent doesn't see it. When bulk updating, we use Ctrl+F to find the field we want to update.
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I agree with both Lou AND Peter Godden.
There has to be a better way, but we also need to consider scenarios where we want to bulk update tickets across multiple forms. Perhaps being able to toggle between "all fields" and a specific form?
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+1 on this change. I believe there needs to be some tidying up on this feature to make it more usable.
As Stephen mentions above, I think having an inbuilt search function or ability to toggle between Fields assigned to different Forms / all Fields, would make the experience vastly more useful.
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Hey all, thank you for taking the time to provide us with your feedback. I want to confirm this has been logged for our PM team to review. For others who may be interested in this feature request, please add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
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