Zendesk Ticket Bulk Editing Workflow

Purpose

This SOP describes how to perform bulk edits on multiple Zendesk tickets simultaneously, allowing you to efficiently update properties such as tags, priority, and ticket type across selected tickets.

Scope

This procedure is intended for Zendesk agents and administrators who need to update multiple tickets at once. Use this SOP when you need to apply the same changes to several tickets simultaneously, such as reassigning priorities, adding tags, or changing ticket types.

Prerequisites

• Active Zendesk agent account with appropriate permissions

• Access to the ticket views containing the tickets you need to edit

• Tickets must be accessible in a view (unsolved tickets or custom views)

Procedure

1. 1

   Navigate to kubanio-73920.zendesk.com

   Open the Zendesk agent interface

   Navigate to kubanio-73920.zendesk.com and sign in with your agent credentials to access the Zendesk agent interface.

   Step 1 of 9
   
2. 2

   Open the Views menu

   Click the Views button in the left sidebar

   Click the Views button (folder icon) in the left sidebar to expand the available ticket views.

   Step 2 of 9
   

   Click: Views | views_icon
3. 3

   Select the appropriate ticket view

   Click on a ticket view to display tickets

   Click on a view that contains the tickets you want to edit. Common views include:

   Step 3 of 9
   

   Click: Unsolved tickets in your groups …
4. 4

   Select tickets for bulk editing

   Click the checkbox next to each ticket

   Click the checkbox in the leftmost column for each ticket you want to include in the bulk edit. You can select multiple tickets by checking their individual checkboxes.

   Step 4 of 9
   

   Click: Select ticket #1, SAMPLE: How do…
5. 5

   Open the bulk edit interface

   Click the Edit button at the bottom of the screen

   After selecting at least one ticket, a toolbar appears at the bottom of the screen. Click the Edit button (with the pencil icon) to open the bulk update dialog.

   Step 5 of 9
   

   Click: Edit | bulk-actions-edit-button
6. 6

   Add tags to selected tickets

   Enter tags in the Add Tags field

   In the Add Tags field, type the tags you want to add to all selected tickets. Tags help categorize and filter tickets. Separate multiple tags with spaces. For example, enter vip processing to add both the "vip" and "processing" tags.

   Step 6 of 9
   
7. 7

   Set the ticket priority

   Select a priority level from the dropdown

   Click the Priority dropdown (currently showing "- No Change -") and select the appropriate priority level:

   Step 7 of 9
   

   Click: High
8. 8

   Set the ticket type

   Select a ticket type from the dropdown

   Click the Type dropdown (currently showing "- No Change -") and select the appropriate ticket type:

   Step 8 of 9
   

   Click: Problem
9. 9

   Submit the bulk update

   Click the Submit button to apply changes

   Review your changes in the dialog. Once satisfied, click the Submit button to apply all changes to the selected tickets.

   Step 9 of 9
   

   Click: Submit | submit_button-button

Verification

After submitting the bulk edit, verify that the changes were applied successfully:

1. Return to the ticket view and refresh the page if necessary.

2. Check that the tickets display the updated priority and type values in their respective columns.

3. Open one of the updated tickets to confirm the tags were added correctly.

Troubleshooting

Conclusion

You have successfully applied bulk edits to multiple Zendesk tickets simultaneously. The selected tickets now reflect the updated priority, type, and tags as configured in the bulk update dialog.