Managing tickets in bulk

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<p id="docs-hc-snippet" style="display: none;">Using your views, you can make ticket updates to many tickets at the same time. For example, if you want to assign yourself to a number a tickets, you just select them in a view and then set yourself as the assignee. You can also delete, merge, or mark as spam the selected tickets. If you navigate to different pages, your tickets will remain selected.</p>
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<p class="p">Using your views, you can make ticket updates to many tickets at the same time. For example,
if you want to assign yourself to a number a tickets, you just select them in a view and then
set yourself as the assignee. You can also delete, merge, or mark as spam the selected
tickets. If you navigate to different pages, your tickets will remain selected. </p>
<p class="p">You can also use search results to take action on tickets in bulk.</p>
<div class="p">
<div class="note note" id="topic-1__note_zxm_wf5_wgc">
<span class="notetitle">Note:</span> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent tickets</a> cannot be managed in bulk. Additionally, managing
tickets in bulk can cause some actions to go untracked in Workforce Management, resulting in
missing <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">agent activity</a> records.</div>
</div>
<p class="p"><img class="image img-screenshot" id="topic-1__image_rpj_wh1_15b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/announce_bulk.gif" width="600"></p>
<p class="p">Topics covered in this article:</p>
<ul class="ul" id="topic-1__ul_y53_qkp_gk">
<li class="li"><a class="xref" href="#topic_j4s_rd1_d3c">About making bulk ticket updates</a></li>
<li class="li"><a class="xref" href="#topic_oth_lkp_gk">Bulk editing tickets</a></li>
<li class="li"><a class="xref" href="#topic_d5y_3mf_wf">Bulk deleting tickets</a></li>
<li class="li"><a class="xref" href="#topic_k5w_mnf_wf">Bulk merging tickets</a></li>
<li class="li"><a class="xref" href="#topic_qrv_crm_t4">Bulk marking tickets as spam </a></li>
<li class="li"><a class="xref" href="#topic_p2h_235_xr">Bulk updating tickets from search
results</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_j4s_rd1_d3c">
<h2 class="title topictitle2" id="ariaid-title2">About making bulk ticket updates</h2>
<div class="body">
<p class="p">When a bulk action is initiated, the system records each ticket’s last-updated timestamp
and sends that timestamp with the request. During the update, the system compares the
timestamp in the database to the timestamp sent with the bulk action. </p>
<p class="p">If the timestamps match, the update proceeds for that ticket. If the timestamps differ,
meaning that the ticket was modified after the bulk action began, the system skips that
ticket, returns an error for that update, and continues processing the remaining
tickets.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_oth_lkp_gk">
<h2 class="title topictitle2" id="ariaid-title3">Bulk editing tickets</h2>
<div class="body">
<p class="p">The maximum number of tickets you can update at one time is 100 tickets. You cannot bulk
update closed tickets. You can bulk update most of the same properties as an individual
ticket, including ticket status, fields, subject, and comments. </p>
<p class="p">For information about how specifying a default X (formerly Twitter) account affects bulk
ticket updates, read about the <strong class="ph b">Make this the default account setting</strong> described in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883122714-Setting-up-your-Twitter-channel" target="_blank">Setting up your X (formerly Twitter) channel</a>.</p>
<p class="p"><strong class="ph b">To update multiple tickets in a view</strong></p>
<div class="p">
<ol class="ol" id="topic_oth_lkp_gk__ol_d5x_nkp_gk">
<li class="li">Open one of your views and select the tickets you want to update. <p class="p">You can pick and
choose the tickets you want to update or select the entire list by clicking the check
box at the top left of the view. </p>
<p class="p"><img class="image img-screenshot" id="topic_oth_lkp_gk__image_u4z_2d5_xrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tickets_bulk_select_all.png" width="400"></p>
<p class="p">When you
select one or more tickets in a view, a toolbar appears at the bottom of the
list.</p>
<img class="image img-screenshot" id="topic_oth_lkp_gk__image_mmq_k25_xrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tickets_bulk_menu.png" width="600">
</li>
<li class="li">Click <strong class="ph b">Edit</strong>. </li>
<li class="li">In <strong class="ph b">Edit tickets</strong> you can update ticket properties and add a comment for all of
the tickets you selected. <p class="p">To help with accessibility, you can use keyboard navigation
to select toolbar menu items and apply formatting before submitting the
comment.</p>
<p class="p">You can also apply a macro to all the tickets by selecting it from the
<strong class="ph b">Apply Macro</strong> menu. If you apply a macro that includes <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034#topic_xb4_4nw_4y" target="_blank">attachments</a> to ticket comments, the
attachments will not be included in the bulk update.</p>
<div class="p">
<img class="image img-screenshot" id="topic_oth_lkp_gk__image_wc3_ggz_x4" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bulk_update_ticket4.png" width="600"><div class="note attention">
<span class="attentiontitle"></span> If you bulk update tickets by applying a macro that uses dynamic
content or placeholders in the ticket subject, then the updated tickets' subjects
will be saved with the bracketed version of the subject. For example,
<code class="ph codeph">{{ticket.created.at}} </code> may be displayed in the subject instead of
<code class="ph codeph">March 2, 2023</code>. Additionally, dynamic content doesn't render
correctly in the composer when bulk updating tickets with a macro.</div>
</div>
<p class="p">Most
active ticket fields (including <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098" target="_blank">system fields</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">custom ticket fields</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575861018" target="_blank">custom ticket statuses</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834799770" target="_blank">conditional ticket fields</a>) display in the Edit tickets
dialog box during a bulk update, regardless of the ticket forms applied to the
selected tickets. However, the bulk editor doesn't support <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822451482" target="_blank">CC, followers, or @mentions</a>. </p>
<p class="p">For example, if you
attempt to @mention someone from the bulk editor, the text in the comment remains
plain text, and the person isn't CCed on the ticket. There's also no visible fields
for CCs or followers in the bulk editor. You also can't use the bulk editor
to apply macros that have an action to add a CC. The CC will not be
added if the macro is applied this way. </p>
<p class="p">Additionally, if you click <strong class="ph b">Take
it</strong> to assign the selected tickets to yourself, note that they will all be
assigned to you in your default group.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong> to save your ticket updates.</li>
</ol>
</div>
<p class="p">When you make bulk updates to tickets (edit, delete, merge, or mark as spam),
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829602970" target="_blank">event</a> is recorded as a <strong class="ph b">Web Service (API)</strong> update. See the
example below. If you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893545882" target="_blank">triggers</a> based on <strong class="ph b">Ticket: Updated via</strong> conditions, make sure
you take this into account.</p>
<p class="p"><img class="image img-screenshot" id="topic_oth_lkp_gk__image_lzp_mfy_fzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/bulk_export_event.png" width="300"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_d5y_3mf_wf">
<h2 class="title topictitle2" id="ariaid-title4">Bulk deleting tickets</h2>
<div class="body">
<p class="p">You can select multiple tickets in a view and delete them at the same time. Deleting a
single ticket is described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883872538-Deleting-tickets" target="_blank">Deleting tickets</a>.</p>
<p class="p">Once deleted, tickets are moved into a Deleted Tickets view, where you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835089050#topic_zmy_j24_xw" target="_blank">restore them</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883872538#topic_5ll_km4_xw" target="_blank">permanently delete them.</a> After 30 days deleted
tickets are permanently deleted and removed from the Deleted Tickets view. You cannot bulk
delete Closed tickets. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883872538-Deleting-tickets" target="_blank">Deleting tickets</a>. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Administrators must enable agents to delete tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832689818" target="_blank">Enabling agents to delete tickets</a>.</div>
</div>
<p class="p"><strong class="ph b">To delete multiple tickets in a view</strong></p>
<ol class="ol" id="topic_d5y_3mf_wf__ol_w3j_dvk_mg">
<li class="li">Open one of your views and select the tickets you want to delete. <p class="p">You can pick and
choose the tickets you want to delete or select the entire list by clicking the check
box at the top left of the view. </p>
</li>
<li class="li">Select <strong class="ph b">Delete</strong> from the toolbar at the bottom of the list.<p class="p"><img class="image img-screenshot" id="topic_d5y_3mf_wf__image_rnw_4n5_xrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tickets_bulk_menu.png" width="600"></p>
</li>
<li class="li">When prompted, click <strong class="ph b">OK</strong> to confirm that you want to delete the tickets, which are
then moved into the Deleted Tickets view.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_k5w_mnf_wf">
<h2 class="title topictitle2" id="ariaid-title5">Bulk merging tickets</h2>
<div class="body">
<p class="p">You can select multiple tickets in a view and merge them into another ticket. Merging one ticket
into another ticket is described in <a class="xref" href="zag_tickets_merging.html#topic-1">Merging tickets</a>. </p>
<p class="p">Be sure that you merge the correct tickets. Ticket merges are final. You cannot undo or revert a
ticket merge. You cannot merge tickets with a ticket that's shared, or with one that's
already closed.</p>
<div class="p">
<strong class="ph b">To merge multiple tickets in a view into another ticket</strong>
<ol class="ol" id="topic_k5w_mnf_wf__ol_hdr_ftl_mg">
<li class="li">Open one of your views and select the tickets you want to merge. <p class="p">You can pick and
choose the tickets you want to merge or select the entire list by clicking the check
box at the top left of the view. </p>
</li>
<li class="li">Select <strong class="ph b">Merge</strong> from the toolbar at the bottom of the list.<p class="p"><img class="image img-screenshot" id="topic_k5w_mnf_wf__image_qsf_5n5_xrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tickets_bulk_menu.png" width="600"></p>
<p class="p"><strong class="ph b">Tip: </strong>
Be sure to have the ticket number of the destination ticket handy before you start the
merge process.</p>
</li>
<li class="li"> In the Merge tickets panel, select the destination ticket in one of the following
ways: <ul class="ul" id="topic_k5w_mnf_wf__ul_f2t_fhv_y3c">
<li class="li">Enter a ticket number.</li>
<li class="li">Select one of the ticket requester's open tickets.</li>
<li class="li">Select one of your recently viewed tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_k5w_mnf_wf__image_czg_kjd_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Ticket_merge-bulk.png" width="250"></p>
<p class="p">If you’re attempting to merge tickets into a ticket with a
different organization, brand, or requester, a warning appears.</p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">Optionally, edit the merge comments that are added to each ticket. These comments
support <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844184730" target="_blank">rich text formatting</a>.If you remove all text from
the comment box, the most recent comment from the merged ticket appears as the updated
ticket comment.</li>
<li class="li">Click <strong class="ph b">Merge tickets</strong>. If you want to cancel the merge, click the X in the
upper-right panel.<p class="p">Be sure that you merge the correct tickets. Ticket merges are
final. You cannot undo or revert a ticket merge.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_qrv_crm_t4">
<h2 class="title topictitle2" id="ariaid-title6">Bulk marking tickets as spam</h2>
<div class="body">
<p class="p">You can select several tickets in a view to mark as spam and suspend the requesters.
Marking a single ticket as spam is described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842999066" target="_blank">Marking a ticket as spam and suspending the requester</a>.</p>
<p class="p">Tickets marked as spam are moved to the deleted ticket view and the requesters are
suspended at the same time. You can unsuspend suspended users if necessary. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Administrators must enable agents to delete tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832689818" target="_blank">Enabling agents to delete tickets</a>.</div>
</div>
<p class="p"><strong class="ph b">To mark multiple tickets in a view as spam and suspend the requesters</strong></p>
<div class="p">
<ol class="ol" id="topic_qrv_crm_t4__ol_gcg_csm_t4">
<li class="li">Open one of your views and select the tickets you want to mark as spam. <p class="p">You can
pick and choose the tickets you want to mark as spam or select the entire list by
clicking the check box at the top left of the view. </p>
</li>
<li class="li">Select <strong class="ph b">Mark as spam</strong> from the toolbar at the bottom of the list.<p class="p"><img class="image img-screenshot" id="topic_qrv_crm_t4__image_ctg_k45_xrb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tickets_bulk_menu.png" width="600"></p>
</li>
<li class="li">When prompted, click <strong class="ph b">Mark as spam</strong> to confirm the deletion.<p class="p">Tickets marked as
spam are moved to the Deleted tickets view. </p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_p2h_235_xr">
<h2 class="title topictitle2" id="ariaid-title7">Bulk updating tickets from search results</h2>
<div class="body">
<p class="p">Similarly to updating tickets in bulk from a view, you can make bulk updates from search
results. You can edit, delete, merge, or mark the selected tickets as spam from search
results.</p>
<p class="p"><strong class="ph b">To update multiple tickets from search results</strong></p>
<div class="p">
<ol class="ol" id="topic_p2h_235_xr__ol_ch5_m35_xr">
<li class="li">In Support, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894221594#topic_htl_zbm_wf" target="_blank">perform a search</a>.</li>
<li class="li">On the Search results page, select the tickets you want to update. <p class="p">You can
choose the tickets you want to update or select the entire list by clicking the check
box at the top left of the results list.</p>
</li>
<li class="li">Click an action in the toolbar at the bottom of the list.<p class="p"><img class="image img-screenshot" id="topic_p2h_235_xr__image_fcb_zy4_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tickets_bulk_menu.png" width="600"></p>
</li>
<li class="li">Complete the information in the Edit, Merge, or Spam dialog box, depending on which
action you are performing. <p class="p">See the corresponding section above, if you need more
help.</p>
</li>
</ol>
</div>
</div>
</div>
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