Possible Query:
1. I want to bulk-update ticket properties in multiple tickets. How can I achieve this?
Resolution Path:
There are multiple ways by which customers can bulk update properties in tickets from their Helpdesk system. They are as below:
Ticket List View
-> The customer can create a custom ticket list view that includes the ticket that they want to update.
-> They can choose one ticket from the list view and they will see a screen below:
-> Click on the button on the top left corner to select all the tickets on the current page and choose the properties that need to be updated. The customer can also bulk reply using this option.
Drop-down, dependant fields can be bulk updated from the list view. Other field types cannot be bulk updated.
-> Once done, click on the Update button to bulk update the tickets.
Note:
If the customer has configured a few ticket fields which are mandatory while closing the tickets and if those fields are not passed while bulk closing, they will see the below warning message:
Once those fields are filled, they will be able to bulk-update tickets.
API
-> The customer can execute a script from their end by triggering the bulk update multiple tickets API call to bulk update multiple tickets from their Helpdesk system.
Marketplace apps
-> The customer can make use of the Bulk ticket manager light or Bulk ticket manager pro apps where they can upload the CSV file that contains the list of tickets they wish to update.
