Take action on tickets in bulkUpdated 5 days ago

You can use bulk actions to take the same action on multiple tickets at once. You can take the following ticket actions in bulk:

• Set ticket status to open/closed
• Assign tickets to yourself/other agents/other teams
• Apply Macros
• Add tags
• Mark tickets as read/unread
• Change ticket priority
• Export tickets
• Delete tickets

Requirements

• Available on all Helpdesk plans
• Everyone (except Observers) can change the ticket status, assign tickets, apply macros, mark tickets read or change priority in bulk
• Only the account owner, admins, and leads can export and delete tickets

Apply bulk actions

You can apply bulk actions on as many tickets as you'd like, however it will take longer to complete bulk actions on higher numbers of tickets — it takes us approximately one minute to process 100 tickets. Once you start a bulk action in your helpdesk, you won't be able to run a new one until the current one is complete.

Change ticket status

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Inbox.
3. Select a ticket view from the sidebar.
4. Check the boxes next to the tickets you'd like to change the status of. Check the box in the header row to select all tickets on the page, then choose whether you'd like to select all tickets in the view.
5. Click the Set status dropdown menu, then select either Open or Close.

Assign tickets

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Inbox.
3. Select a ticket view from the sidebar.
4. Check the boxes next to the tickets you'd like to assign. Check the box in the header row to select all tickets on the page, then choose whether you'd like to select all tickets in the view.
5. Click the Assign agent or Assign team dropdown menu, then search for and select an agent or team.

Add tags

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Inbox.
3. Select a ticket view from the sidebar.
4. Check the boxes next to the tickets you'd like to add a tag to. Check the box in the header row to select all tickets on the page, then choose whether you'd like to select all tickets in the view.
5. Click the Add tag dropdown menu, then search for and select a tag.

Apply a macro

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Inbox.
3. Select a ticket view from the sidebar.
4. Check the boxes next to the tickets you'd like to apply a macro to. Check the box in the header row to select all tickets on the page, then choose whether you'd like to select all tickets in the view.
5. Click the three dots icon, then select Apply macro.
6. Search for and select a macro, then click either Apply macro and close or Apply macro.

Mark tickets as read or unread

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Inbox.
3. Select a ticket view from the sidebar.
4. Check the boxes next to the tickets you'd like to update. Check the box in the header row to select all tickets on the page, then choose whether you'd like to select all tickets in the view.
5. Click the three dots icon, then select Mark as read or Mark as unread.

Change priority

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Inbox.
3. Select a ticket view from the sidebar.
4. Check the boxes next to the tickets you'd like to change the priority of. Check the box in the header row to select all tickets on the page, then choose whether you'd like to select all tickets in the view.
5. Click the three dots icon, then hover over Change priority.
6. Select a priority.

Export tickets

Once the export completes, you'll receive a link to download the file in an email.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Inbox.
3. Select a ticket view from the sidebar.
4. Check the boxes next to the tickets you'd like to export. Check the box in the header row to select all tickets on the page, then choose whether you'd like to select all tickets in the view.
5. Click the three dots icon, then select Export tickets.

Delete tickets

Deleted tickets will be moved to the Trash view, where you can undelete or permanently delete them.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Inbox.
3. Select a ticket view from the sidebar.
4. Check the boxes next to the tickets you'd like to export. Check the box in the header row to select all tickets on the page, then choose whether you'd like to select all tickets in the view.
5. Click the three dots icon, then select Delete.