Select a range of tickets with Shift-click

To select a run of tickets in one go, select one ticket, then hold Shift and click another: every ticket in between is selected too. It saves ticking tickets one by one before a bulk update or a merge.

Shift-click works in the agent ticket lists (your queues, views and search results) whenever the list shows as a table.

Select a range of tickets

  1. Navigate to any ticket list.
  2. Hover over a ticket requester's initials or photo to reveal the selection checkbox, then click it to select that ticket.
  3. Hold Shift and click the selection checkbox of another ticket, above or below the first. You can also Shift-click anywhere on that ticket's requester name.
  4. Every ticket between the two, both included, is now selected. The toolbar shows how many tickets are selected.

To add another range, click the selection checkbox of the next ticket you want, then Shift-click the end of that range. Tickets you already selected stay selected.

Clear part of a selection

Shift-click works in both directions. The whole range takes on the state of the ticket you Shift-click: if that ticket was not selected, the range is selected; if it was already selected, the range is cleared.

To clear a run of selected tickets, click the selection checkbox of the first ticket you want to clear, then Shift-click the last one. Every ticket in between is cleared, and tickets outside that range stay selected.

Where a range starts

A range starts from the last ticket you selected or cleared, including one you Shift-clicked. A Shift-click changes only the ticket you clicked, with no range, when:

  • you have not selected or cleared a ticket in the list yet;
  • the selection was changed from the toolbar (all, none or a status) or cleared after a bulk action;
  • the list refreshed and the ticket you selected or cleared last moved to another row or left the list, for example when a new ticket arrived at the top.

In those cases, click the selection checkbox of the first ticket of the range again, then Shift-click the last one. This keeps a Shift-click from selecting tickets you did not mean to include.

Other ways to select tickets

  • Selection options menu. The small arrow next to the selection box at the top of the list selects all tickets on the page, none, or every ticket with one status: new, in progress, on hold, information requested or solved. It is handy when the list is sorted by status.
  • Keyboard. Shift-click needs a mouse or trackpad. With a keyboard, select tickets through the selection options menu. See Accessibility and Keyboard Navigation in Mojo Helpdesk.
  • Phones and narrow windows. When the window is narrower than a tablet, the list shows tickets as cards without selection checkboxes, so Shift-click is not available there.

Act on the selected tickets

Check the selected count in the toolbar before you act. It includes tickets you selected on other pages of the list, which stay selected when you move between pages.

Then click select action and choose what to do, such as change status, merge or manage tags. For each action, see How to make updates to multiple tickets (bulk actions) and How to merge a ticket or multiple tickets. Merging is final and cannot be reversed.