Recent searches
No recent searches
Ability to Search for Multiple Ticket IDs in order to Bulk Update
Posted Mar 16, 2023
Bulk updates are great, however I find myself frequently needing to update certain tickets with a bulk action. Unfortunately, in Zendesk support, I am unable to search for a string of Ticket IDs for me to update. It would be nice if the search results would allow us to search for a comma separated list of Ticket IDs in order for us to perform a bulk update. Typically I would create a view and then perform the bulk action, however, views also do not allow you to set a condition based on a string of ticket ID. There is no other element that is common on these tickets that I can use to create a view. Therefore I have to manually update the tickets one by one. It would be extremely beneficial and save hours of manual updates if we were able to create a list of specific tickets that require bulk updating.
6
9 comments
Official
Samir Shah
Hello All,
Thanks for sharing your feedback regarding search within the bulk edit feature! We don't have this planned in our near-term roadmap, but I've logged this as an enhancement to bulk edit.
In the meantime, we will explore this request, and if it's something we add to our roadmap, I'll post an update in this thread. Thanks!
0
Sandra Campbell
very needed!
3
Robby
This feature would benefit me tremendously. I use ZenDesk tickets to track thousands of individual customer refund requests for damaged, undelivered, and poor quality products. I solve these tickets en masse on a periodic basis and currently have to open each ticket individually to change the status to Submit as Solved. Not being able to search for multiple ticket IDs and update them simultaneously is a significant time burden.
1
Sydney Neubauer
+1 We have regular requests for tickets to be solved (they could be old tickets, the same issue, accidental submission, API ticket creation, etc). We can get a list of tickets (either the team provides or it is pulled from Explore) and views do not get us to the right tickets (not to mention it is time consuming to try). As a result, we need to contact a Developer to run the API to update the tickets. It would be so beneficial to be able to have teams do this themselves
2
Lucas Ott
This feature is something I honestly expected to be basic in any ticketing tool. I was surprised when I tried to search for multiple tickets at once and tried several separators to no avail (, . : ; / +).
It cannot be that hard to implement this feature that it'd have to wait over half a year to be honest... This is a very basic feature of most search engines already.
3
Omar Ashour
This feature is very basic and well needed!
0
Robbie Pearce [Alias: Ruby]
Hey there folks,
This has been a pain point for me for some time now, and periodically I try a few things to see if it works. This never used to work, but does now.
Using
ticket_id:12345678
separated by spaces works great in the search tool. I do a lot of filtering with external tooling, and once complete, a formula in Sheets will produce a list you can copy and paste into search to achieve bulk-ish actioning.---
Example search in Zendesk:
ticket_id:"12345678" ticket_id:"12345679" ticket_id:"12345680" ticket_id:"12345681"
Would bring up results for 4 tickets,
12345678
,12345679
,12345680
, and12345681
---
Example sheets formula:
="ticket_id:"&char(34)&CELL_REFERENCE&char(34)
Where CELL_REFERENCE is a cell containing the ticket ID.
---
Just something to note, best to only do 100 at a time as that's the bulk edit limit. Have had success doing this with other things like description:"string in the ticket" etc., but be cautious as there seems to be a character limit for the search box so doing longer strings will have mixed results.
0
Robby
Regarding Robbie Pearce's previous comment, I am able to bulk update based on a string of words in quotations. But I would need to see his example formula with, say, 3 different ticket IDs in order to better understand how it works with ticket IDs.
0
Robbie Pearce [Alias: Ruby]
Sorry, have updated my response to include a sample search. Basically it's just stuffing each ticket ID into
ticket_ID:""
, and separating with a space.So if we had a list ticket ID's 1234, 1235, 1236—it would look like:
ticket_ID:"1234" ticket_ID:"1235" ticket_ID:"1236"
It's definitely a bit janky, and I'm not really using any additional operators from the advanced search doc here. But those can help narrow things further. For example, I'll often use lists of
description:""
with an email as each string being searched, combined withassignee:none
andgroup:"Target Group Name"
as it frequently surfaces duplicate tickets while bulk handling.0