Managing tickets in bulk


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.


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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.
You can also use search results to take action on tickets in bulk.


Note: AI agent tickets cannot be managed in bulk. Additionally, managing
tickets in bulk can cause some actions to go untracked in Workforce Management, resulting in
missing agent activity records.


Topics covered in this article:

About making bulk ticket updates
Bulk editing tickets
Bulk deleting tickets
Bulk merging tickets
Bulk marking tickets as spam
Bulk updating tickets from search
results



About making bulk ticket updates

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.
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.



Bulk editing tickets

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.
For information about how specifying a default X (formerly Twitter) account affects bulk
ticket updates, read about the Make this the default account setting described in
Setting up your X (formerly Twitter) channel.
To update multiple tickets in a view


Open one of your views and select the tickets you want to update. 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.

When you
select one or more tickets in a view, a toolbar appears at the bottom of the
list.


Click Edit.
In Edit tickets you can update ticket properties and add a comment for all of
the tickets you selected. To help with accessibility, you can use keyboard navigation
to select toolbar menu items and apply formatting before submitting the
comment.
You can also apply a macro to all the tickets by selecting it from the
Apply Macro menu. If you apply a macro that includes attachments to ticket comments, the
attachments will not be included in the bulk update.


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,
{{ticket.created.at}} may be displayed in the subject instead of
March 2, 2023. Additionally, dynamic content doesn't render
correctly in the composer when bulk updating tickets with a macro.

Most
active ticket fields (including system fields, custom ticket fields, custom ticket statuses, and conditional ticket fields) 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 CC, followers, or @mentions.
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.
Additionally, if you click Take
it to assign the selected tickets to yourself, note that they will all be
assigned to you in your default group.

Click Submit to save your ticket updates.


When you make bulk updates to tickets (edit, delete, merge, or mark as spam),
the event is recorded as a Web Service (API) update. See the
example below. If you have triggers based on Ticket: Updated via conditions, make sure
you take this into account.




Bulk deleting tickets

You can select multiple tickets in a view and delete them at the same time. Deleting a
single ticket is described in Deleting tickets.
Once deleted, tickets are moved into a Deleted Tickets view, where you can restore them or permanently delete them. After 30 days deleted
tickets are permanently deleted and removed from the Deleted Tickets view. You cannot bulk
delete Closed tickets. For details, see Deleting tickets.


Note: Administrators must enable agents to delete tickets. See Enabling agents to delete tickets.

To delete multiple tickets in a view

Open one of your views and select the tickets you want to delete. 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.

Select Delete from the toolbar at the bottom of the list.

When prompted, click OK to confirm that you want to delete the tickets, which are
then moved into the Deleted Tickets view.




Bulk merging tickets

You can select multiple tickets in a view and merge them into another ticket. Merging one ticket
into another ticket is described in Merging tickets.
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.

To merge multiple tickets in a view into another ticket

Open one of your views and select the tickets you want to merge. 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.

Select Merge from the toolbar at the bottom of the list.
Tip: Be sure to have the ticket
number of the ticket you want to merge into handy before you start the merge
process.

In the Merge ticket dialog, enter the ticket number for the ticket you'd like
to merge the selected tickets into, then click Merge. Alternatively, you can
select a recently-viewed ticket.
If you’re
attempting to merge tickets into a ticket with a different organization, brand, or
requester, a message appears.

Make sure that you aren’t unintentionally sharing sensitive information by merging the
tickets, then click Continue Merge.

When prompted, click Confirm and Merge to confirm the merge. If you want to
cancel the merge, click Cancel instead. Be sure that you merge the correct
tickets. Ticket merges are final. You cannot undo or revert a ticket merge.






Bulk marking tickets as spam

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 Marking a ticket as spam and suspending the requester.
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.


Note: Administrators must enable agents to delete tickets. See Enabling agents to delete tickets.

To mark multiple tickets in a view as spam and suspend the requesters


Open one of your views and select the tickets you want to mark as spam. 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.

Select Mark as spam from the toolbar at the bottom of the list.

When prompted, click Mark as spam to confirm the deletion. Tickets marked as
spam are moved to the Deleted tickets view.






Bulk updating tickets from search results

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.
To update multiple tickets from search results


In Support, perform a search.
On the Search results page, select the tickets you want to update. 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.

Click an action in the toolbar at the bottom of the list.

Complete the information in the Edit, Merge, or Spam dialog box, depending on which
action you are performing. See the corresponding section above, if you need more
help.





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