Update many tickets at once

Bulk actions save time when many tickets need the same change, for example after a delivery problem or a busy weekend. Select the tickets, pick an action and Hushdesk applies it to all of them.

Before you start

• Who can do this: agents, admins and owners. Viewers cannot change tickets.
• Plan: all plans.

Step by step

1. Open the view with the tickets you need. Filter or search to narrow it.
2. Tick the checkbox on each ticket, or Select all tickets in this list.
3. The bar shows how many are selected. Choose an action:
   • Assign selected to a person or unassigned;
   • Tag selected ("Applied to every selected ticket that doesn't have it yet.");
   • Close selected (if a field is required before closing, a dialog asks for it first and confirms with "Close n tickets");
   • More bulk actions: priority, team, snooze, mark as read or unread, spam, Trash or restore, reopen.
4. A message confirms what changed, for example "Tagged “delay” on 12 tickets".
5. Press Deselect to clear the selection.

What happens next

Each ticket is updated and the list refreshes. When you close in bulk, tickets that still miss a required field are skipped, and the message says how many. Fill those fields in and close them again.

Bulk actions available

Action	What it does
Assign	Sets the assignee, or unassigns
Team	Sets or removes the team
Status	Close, reopen or set waiting
Priority	Critical, High, Normal or Low
Add tag	Adds one tag where missing
Snooze	Hides the tickets until a set time
Read / unread	Clears or sets the unread dot
Trash / restore	Moves to or from Trash

A typical clean-up

After a courier delay, search for the courier's name or the delay tag, select every ticket in the results and use Tag selected to add "delay". Send each customer the delay macro, then select them again and snooze them for three days. When the parcels arrive, the tickets come back together and you can close them in one go.

Tips

• Filter first, then select all. It is faster and safer than ticking one by one.
• Rules and webhooks for closed tickets are not triggered by bulk closes. Close one ticket at a time if a workflow depends on it.
• Use bulk Snooze for tickets waiting on a supplier, so they come back together.

Troubleshooting

"Invalid selection"

The selection was empty or too large. Select between 1 and 500 tickets.

"Unknown member"

The person or team was removed while you worked. Refresh and pick again.

"Unknown team"

The person or team was removed while you worked. Refresh and pick again.

"Viewers can look but not change tickets. Ask an admin for agent access."

Viewers cannot use bulk actions.