How to make updates to multiple tickets (bulk actions)

Bulk actions allow agents to update multiple tickets at once, saving time and effort.

Below are the available bulk actions:

  • change status
  • change priority
  • change queue
  • change type
  • update a field… (set or clear a custom field)
  • add a comment
  • add a staff note
  • merge
  • manage tags
  • watch list: add - remove
  • mark as unread
  • assign to…

To perform a bulk action:

  1. Navigate to any ticket list
  2. Hover over the ticket requester’s initials or photo to reveal the selection checkbox
  3. Select the tickets as needed. To select a run of tickets at once, select one ticket, then hold Shift and click another: every ticket in between is selected too (Select a range of tickets with Shift-click)
  4. Click on select action
  5. Choose the desired action and follow the prompt
  6. Click save

A ticket list with three tickets selected and the select action menu open, listing bulk actions such as change status, update a field, merge, manage tags and mark as unread.

Update a custom field on several tickets

update a field… sets one custom field to the same value on every selected ticket, or clears it.

  1. Select the tickets and click select action
  2. Choose update a field…
  3. Pick the field from choose a field..., then enter or pick the new value. Leave the value empty to clear the field
  4. Check the summary, which says how many of the selected tickets will be updated, and click save

Custom fields belong to ticket forms. A selected ticket whose form does not have the field is skipped, and the summary and the confirmation notice say how many were skipped.

Mark tickets as unread

mark as unread puts tickets back in bold in your list, the way marking an email unread does in your inbox. It works only on tickets assigned to you: tickets assigned to someone else are skipped, and the notice says how many tickets were marked.

You can also mark a single ticket as unread: open it, click the three dots at the top of the ticket and select mark as unread.

Snooze several tickets

In My assignments and Snoozed, a clock button next to select action snoozes the selected tickets until the time you pick. In Snoozed, the same button also offers unsnooze. See How to Snooze a Ticket.

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