Updating several tickets at once

Changing fifty tickets one at a time is unnecessary. Bulk update handles the routine cases, with two things to check first.

Changing fifty tickets one at a time is unnecessary. Bulk update handles the routine cases, with two things to check first.

Update several at once

1. Open a view containing the tickets.
2. Tick the checkbox on each ticket you want, or the one in the header to select the page.
3. Choose Edit above the list.
4. Set the fields you want to change. Anything you leave alone stays as it is.
5. Optionally add a comment, public or internal, which is applied to all of them.
6. Submit.

Two things to know

A hundred at a time, and only what is on screen

100 is the maximum in one update. Selecting all selects the tickets loaded in that view, not every ticket matching it. For a genuinely large set, work through it in passes and check the count each time.

Closed tickets cannot be bulk updated at all, and neither can AI agent tickets.

Triggers fire, but not the ones you expect

A bulk change is recorded as a Web Service (API) update rather than a manual one. So a trigger conditioned on Ticket: Updated via behaves differently here: the ones watching for API updates run, and the ones watching for a manual update do not.

Everything else fires normally, on every ticket. Sending one comment to a hundred customers is a real possibility, and there is no undo.

What the bulk editor cannot do

• CCs, followers and @mentions are not supported.
• A macro with an attachment applies the macro without the attachment.
• Dynamic content and placeholders show as their raw bracketed form rather than resolved text, so what you are reading in the editor is not what you are reading as the customer.

When to use a macro instead

A macro can be applied in bulk too, and is the better choice when the change is one you make repeatedly. Bulk edit is for one-off tidying; a macro is for a routine.

See also

• What a macro is and when to make one
• What a view is and what you use it for