Documentation / Working with tickets
Editing multiple tickets at once
In short: In the ticket overview, you turn on bulk status mode, tick tickets and give them a new status in one go. With the Only ‘no reply needed’ filter, you confirm in bulk that tickets do not need a reply. An Account admin can also delete selected tickets.
Where to find this
Go to Tickets. In the toolbar above the list is the button with the list icon and the tooltip Enable bulk status update mode. As soon as the mode is on, the tooltip reads Disable bulk status update mode.
Who: from the Agent role upwards for status changes; only an Account admin can delete. The action applies to the tickets you tick, within the scope the overview shows.
Changing the status of multiple tickets
- Filter and sort the overview so that the tickets you want to edit are in view.
- Click Enable bulk status update mode. A checkbox appears in front of each row and the Mass status update button appears in the toolbar. Clicking a row ticks the ticket instead of opening it.
- Tick the tickets. The Mass status update menu stays disabled as long as nothing is ticked.
- Open Mass status update and choose the new status.
- You see the message Selected tickets updated. and the list is refreshed.
The ticket overview in bulk status mode with ticked tickets, the open Mass status update menu with Open, Answered and Closed, and the bin icon.
| Option | Meaning |
|---|---|
| Open | The tickets return to the workload. |
| Answered | The tickets are marked as answered, as if you had replied to the customer. |
| Closed | The tickets are closed. |
| Confirm: no reply needed | Only visible when the Only ‘no reply needed’ filter is on. Confirms aishaa’s verdict for the ticked tickets; they move to Answered and out of the workload. You then see the message with the number: tickets confirmed as no reply needed. |
If you choose a status without anything ticked, There were no tickets selected to update appears.
Deleting tickets
If you are an Account admin, bulk status mode shows a bin icon next to the Mass status update menu. Tick the tickets and click the bin icon. The tickets are deleted immediately; no confirmation question appears. Without a selection, you see There were no tickets selected to delete.
What deleting means for the customer’s data is explained in Retaining and deleting data.
Good to know
- Bulk status mode is not available in the spam view. You select and delete spam messages with that view’s own buttons, see Reviewing spam.
- If you set tickets to Closed via Mass status update, nothing is asked. If the organisation collects customer satisfaction for the review email, aishaa then assesses each ticket closed this way itself: first whether it was a customer conversation, and if so, with which satisfaction score. This happens under the same conditions as for a single ticket, see Customer satisfaction when closing a ticket.
- Bulk editing is limited to status, confirming “no reply needed” and deleting. Adding labels, assigning an agent or merging tickets is done per ticket.
- A ticket you set to Answered or Closed automatically becomes Open again as soon as the customer sends a new message.
- Follow-up actions have their own bulk menu on the Open actions page, see Follow-up actions (Ticket actions).