I’m Claudia from the Asia Customer Success team. One of the queries I get asked a lot from my clients is: How can I bulk update ticket fields without using API ?
Currently, bulk import via CSV is available on first creation of a custom field, however, it is not able to update Field Values in bulk after you've initially created it. We also noticed that users would have to delete a ticket field and create a new one in order to update the values, which is obviously a pain point.
By using the Ticket Field Importer app, it provides a UI to upload a CSV file which can be used to create new dropdown ticket fields or update existing ticket fields. It will keep the existing values and add the new ones, or it can also remove values that are no longer needed. As a note, when updating a field all the values that you want in the final version of the field must be included in the CSV. Find out more about how you can format the CSV field value file when importing and exporting values for ticket fields.
You can also update ticket fields using API or Zendesk APP framework, this requires some development efforts.
Hope this helps!
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