You are able to change ticket status on several tickets at one time.
To do this go to the view list which contains the tickets you want to update. Keep in mind you can create an advanced search and save it as a view, if necessary.
1. Click on the customer initials to select a ticket. Once a ticket is selected, you'll see the header row change.
2. You can select your desired action. You have the following options:
- change status
- change priority
- change queue
- add a comment
- manage tags
- assign to a specific agent
TYT[ https://www.youtube.com/watch?v=keulLs0G3tM ]