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Bulk actionsUpdated 6 months ago

Bulk actions give you the ability to update more than one ticket in the same way with just a few clicks. For example, if you want to send the same reply to all of the tickets inside of a view, you can select all of them at once and apply the same macro to all.

How it works

You can apply bulk actions on as many tickets as you want. It takes us approximately one minute to process 100 tickets.

Bulk actions enable you to:

  • close/open tickets
  • assign tickets to yourself/other agents/other teams
  • apply macros
  • mark tickets as read/unread
  • export tickets
  • delete tickets

Setup instructions

In order to apply a bulk action to your tickets, please follow the steps below:

  1. Open up the view containing the tickets that you want the bulk action to affect.

  1. Bulk select several tickets at once or all of them.

  1. When the menu above the tickets appears, choose the action that you want to take.

If you launched a bulk action on a view by mistake, don't worry! You've got a few seconds to cancel the action by pressing on the 'cancel' button that is shown on the confirmation notification.

Once you start a bulk action in your Helpdesk, you will not be able to run a new one until the current one is completed. The speed of bulk actions is ~100 tickets per minute.

Export tickets

You can export all of the tickets that are on your helpdesk into a CSV file using bulk actions.

Each row of the file will contain information about the ticket, including the tags, the related satisfaction survey and other useful information.

Here is the full list of fields that are currently included:

  • Ticket id
  • Tags
  • Initial channel
  • Last used integration name
  • Last used integration type
  • Created by an agent
  • Subject
  • Creation date
  • Closed date
  • Survey score
  • Survey replied date
  • Assignee name
  • Assignee email
  • Customer email
  • Customer name
  • Customer last Shopify order
  • First response time
  • Resolution time
  • Number of agent messages
  • Number of customer messages
  • Ticket fields

Each export can contain up to 1 million tickets. If you attempt to run an export on a view that contains more tickets, it will automatically stop at that limit.

We will sort the tickets in the same order as the view from which you started it.

Once the export is ready, you will receive an email containing a link to the generated file. The CSV will be downloadable during the next 14 days. 

Our system usually takes 1 hour to export up to 100 000 tickets. So for 1 Million tickets, the export can last up to 10 hours.

If you have any further questions about this feature, please contact us at [email protected] 👍

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