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Feedback Request: Bulk Ticket Editor



Posted May 24, 2024

Currently the bulk ticket editor shows all custom fields from all forms in our account, even if the selected tickets all use the same form. Also, the field list seems to be in completely random order. This makes it time consuming and frustrating for our teams to make even simple changes to groups of tickets, because we have many ticket forms and many custom fields on those forms.

 

I'm requesting implementation of either a mechanism for only showing fields on relevant forms, or a way to allow us to reorganize the fields that appear in the bulk editor.

 

Thank you,

Daniel Bernens


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4 comments

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Aaron Doane

Zendesk Luminary

+1 on this. We use the mass update feature a lot when updating incidents associated with a problem ticket. 

 

As a work-around, I create a macro that sets specific fields so I don't have to search for them each time. 

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Emily Reidy

Community Product Feedback Specialist

Hey Daniel,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Ben Wilcox

Zendesk Luminary

+1 on this as well.  This is something that's extremely frustrating for us.  The bulk field editor has hundreds of fields, all seemingly random.  I wouldn't doubt though that there could be some connection to the date/time that the field was created, but who knows.  For our Incident field, later on in the game, we added a CI field and there are times where that field doesn't have what it should have in it, and I monitor it, and see two or three tickets at a time that I *could* quickly edit in bulk to select the right drop-down value for that field and fix it, but when I open the bulk editor, I “guestimate” where in the list vertically it will be, and always miss.  It's somewhere down at the ⅔ to the bottom mark, but I can't get it right.  I end up scrolling and scrolling to find the field.  With editing maybe 2-3 at a time, it's actually faster to not bother with the bulk editor because the lack of organization in the fields makes it unwieldy.  

 

Can we get the bulk editor to simply list the field in alpha-order?  That would be more useful.  Are they even form-specific, or are they fields that can be on any form?  Maybe a way to also filter for a specific form's fields, such as “show me only fields that relate to the ‘Incident’ form”?

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@Emily Reidy any update on implementing this feature?

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