Bulk Operations

Handle multiple tickets at once with bulk operations. Perfect for triage, assignment, and cleanup tasks.

Selecting Multiple Tickets

Individual Selection

• Click checkbox: Select/deselect one ticket
• Keyboard X: Toggle selection on focused ticket

Range Selection

• Shift + Click: Select all tickets between two points
• Shift + X: Select range from last selected to current

Select All

• Cmd/Ctrl + A: Select all visible tickets
• Header checkbox: Click to select/deselect all visible

Deselect All

• Escape: Clear all selections
• Header checkbox: Click when all selected to deselect

Bulk Action Toolbar

When tickets are selected, a toolbar appears with available actions:

┌─────────────────────────────────────────────────────────┐
│ ☑ 15 selected  │ Assign │ Status │ Tag │ Reply │ ... │
└─────────────────────────────────────────────────────────┘

Available Bulk Actions

Bulk Assign

Assign multiple tickets to a team member:

1. Select tickets
2. Click Assign in toolbar
3. Choose assignee from dropdown
4. Click Apply

Options:

• Assign to specific agent
• Assign to team (round-robin)
• Unassign (remove assignee)

Bulk Status Change

Change status on multiple tickets:

1. Select tickets
2. Click Status in toolbar
3. Choose new status
4. Click Apply

Available statuses:

• Open
• Pending
• Resolved
• Closed

Bulk Add Tags

Add tags to multiple tickets:

1. Select tickets
2. Click Tag in toolbar
3. Select tags to add
4. Click Apply

Note: This adds tags without removing existing ones.

Bulk Remove Tags

Remove specific tags from selected tickets:

1. Select tickets
2. Click ... → Remove Tags
3. Select tags to remove
4. Click Apply

Bulk Reply

Send the same reply to multiple tickets:

1. Select tickets
2. Click Reply in toolbar
3. Compose your message
4. Optionally add attachments
5. Choose whether to change status after sending
6. Click Send to X tickets

Use cases:

• Announcing maintenance
• Following up on pending tickets
• Sending bulk updates

Bulk Priority

Set priority on multiple tickets:

1. Select tickets
2. Click ... → Set Priority
3. Choose priority level
4. Click Apply

Bulk Delete

Remove multiple tickets (admin only):

1. Select tickets
2. Click ... → Delete
3. Confirm deletion
4. Tickets are soft-deleted

Warning: This action can be undone by admins within 30 days.

Bulk Operation Limits

For larger operations, work in batches or contact support.

Common Bulk Workflows

Morning Triage

1. Go to Unassigned view
2. Sort by priority
3. Select all urgent tickets
4. Bulk assign to available agents

End-of-Week Cleanup

1. Search: status:resolved updated:<7d
2. Select all
3. Bulk change status to Closed

Follow-up on Stale Tickets

1. Search: status:pending updated:<5d
2. Select relevant tickets
3. Bulk reply: "Hi, just checking in..."
4. Status changes to Open

Tag Cleanup

1. Search: tag:old-tag
2. Select all
3. Bulk remove tag: "old-tag"
4. Bulk add tag: "new-tag"

Reassignment When Agent Leaves

1. Search: assignee:leaving-agent status:open,pending
2. Select all
3. Bulk assign to replacement agent

Using Bulk Actions with Views

Combine saved views with bulk operations:

1. Create a view: "Needs tagging" (tag:untagged status:open)
2. Review tickets in the view
3. Select appropriate groups
4. Bulk tag each group
5. View empties as you work

Keyboard Shortcuts for Bulk Operations

Confirmation & Undo

Confirmation Dialogs

High-impact actions show confirmation:

• Bulk delete
• Bulk reply (always review before sending)
• Status changes on 10+ tickets

Undo

Some bulk operations can be undone:

• Within 5 seconds: Click "Undo" in toast notification
• Later: Contact support for reversible operations

Best Practices

1. Double-check selections: Review count before applying

2. Start small: Test bulk operations on a few tickets first

3. Use specific views: Filter first, then bulk select

4. Communicate bulk changes: Let team know about reassignments

5. Review bulk replies: Always preview message before sending

6. Avoid peak hours: Large bulk operations during quiet times

Troubleshooting

"Bulk action failed"

• Check you haven't exceeded limits
• Some tickets may have restrictions
• Try smaller batches

"Some tickets weren't updated"

• Closed tickets can't change status
• Deleted tickets can't be modified
• Check permissions on specific tickets

"Bulk reply only sent to some tickets"

• Email rate limits may apply
• Tickets without customer email skipped
• Check error details in activity log

"Can't select more tickets"

• Maximum selection is 100 tickets
• Work in batches
• Use more specific filters

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