Bulk Actions

Bulk actions let you perform operations on multiple tickets simultaneously, saving time when managing high-volume support.

Selecting Tickets

Individual Selection

Click the checkbox next to each ticket you want to select.

Select All on Page

Click the checkbox in the header row to select all visible tickets.

Select All Matching

After using Select All:

1. A banner appears: "All X tickets on this page selected"
2. Click "Select all Y tickets matching this filter"
3. All matching tickets are selected (even across pages)

Clear Selection

• Click any checkbox again
• Or click "Clear selection" in the toolbar

Available Bulk Actions

Change Status

Update status for all selected tickets:

1. Click Status dropdown
2. Select new status
3. Confirm action

Available statuses:

• Open
• Pending
• Solved
• Closed

Assign

Assign all selected tickets:

1. Click Assign dropdown
2. Select team member
3. Or select "Unassign" to remove assignment

Add Tags

Add tags to selected tickets:

1. Click Tags
2. Select tags to add
3. Existing tags are preserved

Remove Tags

Remove tags from selected tickets:

1. Click Tags → Remove Tags
2. Select tags to remove

Change Priority

Update priority for all selected:

1. Click Priority dropdown
2. Select new priority level

Delete

Permanently delete selected tickets:

1. Click Delete
2. Review count of tickets
3. Type "DELETE" to confirm
4. Tickets are permanently removed

Export

Export selected tickets to CSV:

1. Click Export
2. Select fields to include
3. Download CSV file

Bulk Action Limits

To prevent accidents, limits apply:

Action	Maximum	Override
Status change	100	Admin can increase
Assign	100	Admin can increase
Delete	50	Cannot override
Export	1000	Contact support

Use Cases

End of Day Cleanup

1. Filter: Status = Solved, Updated > 7 days
2. Select all
3. Change status to Closed

Reassignment

1. Filter: Assignee = [departing employee]
2. Select all
3. Reassign to new team member

Tagging Historical Tickets

1. Search for keywords
2. Select matching tickets
3. Add relevant tags

Priority Adjustment

1. Filter by customer segment
2. Select VIP customer tickets
3. Increase priority

Keyboard Shortcuts

Shortcut	Action
Cmd+A	Select all on page
Cmd+Shift+A	Clear selection
Delete	Delete selected
Escape	Clear selection

Activity Logging

All bulk actions are logged:

• In each affected ticket's timeline
• In the audit log
• With the performing user's ID
• With timestamp

Best Practices

Preview Before Acting

Always check:

• Number of selected tickets
• Filter criteria
• What will be affected

Use Specific Filters

The more specific your filter, the safer bulk actions are.

Start Small

Test on a few tickets before applying to many.

Communicate with Team

Let team know before bulk reassignments or status changes.