Bulk Operations

Enables managing multiple tickets simultaneously with the following actions:

• Edit – Modify fields such as priority, category, or assigned agent for multiple tickets at once.
• State Transition – Change the status (e.g., move all selected tickets to "Resolved").
• Move Ticket – Transfer tickets from one ticket type to another (useful when incorrect categories are assigned).
• Delete – Remove duplicate or invalid tickets in bulk.

Steps to Perform Bulk Operations

1. Select Tickets

   • In the Ticket Inbox, select multiple tickets using checkboxes.
   • The Bulk Operations option becomes available.

2. Choose Operation

   • A screen appears with multiple operation choices:
     • Edit Issue: Modify field values for selected tickets.
     • Move Issue: Change the location of selected tickets.
     • Transitions: Progress tickets through the workflow.
     • Delete Issue: Remove selected tickets permanently.

3. Provide Operation Details

   • If you select Edit Issue, you can update ticket fields in bulk.
   • If you select Move Issue, you'll need to specify the new category/location.
   • If you select Transitions, you'll choose the next workflow step.
   • If you select Delete Issue, a confirmation is required before deletion.

4. Confirm and Execute

   • After providing necessary details, confirm the operation.
   • The changes apply to all selected tickets.

Benefits of Bulk Operations

• Time Efficiency: Perform actions on multiple tickets simultaneously instead of one by one
• Consistency: Apply the same changes across multiple tickets to ensure uniform handling
• Workload Management: Quickly process large volumes of tickets during peak periods
• Error Reduction: Minimize the risk of inconsistent updates when handling similar tickets