Performing Bulk Updates in Zoho Desk
Customer support team face high volumes of tickets, especially during large-scale events like outages, feature releases, or product recalls. In these situations, performing repetitive tasks, such as sending acknowledgment messages, updating statuses, or reassigning tickets, can become time-consuming when performed manually for individual tickets. In such scenarios, being able to perform actions on a scale can be useful, as this allows agents to perform tasks on multiple tickets at once.
For example, during an outage, an agent receives a high volume of tickets reporting the same issue. Rather than updating each ticket individually, bulk actions enable the agent to send acknowledgment responses, update ticket statuses, and notify customers in bulk, significantly reducing the workload.
Similarly, if tickets need to be reassigned to a specific team for faster resolution, such as when a support lead decides to forward all outage-related tickets to the IT team, mass actions allow for quick, large-scale updates without risking overlooked tickets.
The option to perform actions in scale is categorized as two sets:
- Mass action where you can select up-to 50 records and perform a set of actions.
- Bulk action where you can select more than 50 records to perform the required action.
Performing mass and bulk actions on tickets
The table below lists the available mass and bulk actions.
Sl. No | Action | Mass Action (Selected records- upto 50) | Bulk Action (Selected records over 50) |
1. | Assign To Agents or Team | Yes | Yes |
2. | Update | Yes | Yes |
3. | Reply | Yes | X |
4. | Comment | Yes | X |
5. | Merge | Yes | X |
6. | Close | Yes | X |
7. | Delete | Yes | Yes |
8. | Move | X | Yes (Only available when there are more than one department.) |
9. | Mark as Spam | Yes | X |
10. | Macro | Yes | X |
| 11. | Revoke Blueprint | Yes | Yes |
12. | Update Resolution | Yes | Yes |
Points to remember:
- Performing actions in a scale will take a few minutes to a couple of hours, depending on the number of tickets.
- The agent who initiates the mass or bulk action and the admin will receive an email notification with status once the action process is completed.
- At any point, a maximum of 11 bulk actions can be initiated. That is, 1 is ongoing and the remaining 10 are in queue.
- Only one mass or bulk action is permitted to run at a time, per view. However, you can initiate bulk action on multiple ticket views, and such actions will be queued for execution.
- Bulk and mass actions cannot be performed in the following ticket list views:
- Spam Tickets
- Shared Open Tickets
- Shared Tickets
- Archived Views [All archived ticket views]
- In all Blueprint-related views, mass actions can be performed, but bulk actions cannot be performed. In bulk action a maximum of 200,000 records are run per scheduler.
Assigning tickets
The Assign To option lets you assign or reassign tickets in both mass and bulk scale at once. This helps to ensure that the tickets are quickly directed to the right resource.
For example, due to a bug, many customers are experiencing discrepancies in their billing, and the manager notices that many tickets are incoming for the same. The manager can create a team of two or three agents just to focus on this issue and assign all these tickets to that team using the Assign To option on a scale.
To mass or bulk assign tickets:
- Navigate to the Tickets module.
- Select all the required tickets.
- Click the Assign To option on the above panel.
- Select the agent or team from the dropdown.
Updating tickets
A ticket is created by adding information to various data points, which are called fields. By updating the option, you can update a field that is present in all the selected tickets at once.
For example, a delay in updating a refund is affecting many customers. To ensure timely resolution, all tickets related to the refund requests needs to be marked as High Priority. By selecting all relevant tickets and using the update option, the agent can quickly change the priority field for all selected tickets as high, ensuring that the team addresses these issues as a top priority.
To mass or bulk update tickets:
- Navigate to the Tickets module.
- Select all the required tickets.
- Click the Update option in the above panel.
- Select the Field to Update and New Value from the drop-down menu.
- Click Save to update.
Mass replying to tickets
Sending a mass reply to tickets allows the agent to select multiple tickets at once and send the same response to all. This not only adds efficiency, but also maintains consistency in response.
Adding mass comments to tickets
Comments are used for both updates and collaboration. While the private comment option fosters internal collaboration among teams, the public comment option ensures updates reflect on the ticket in the help center for the customers.
For example, a WiFi service provider receives multiple tickets from customers experiencing intermittent service disruptions. Here, agents can add a private mass comment to loop in the technical team and get all the updates from to understand the root cause and determine the resolution timeline. Instead of individually responding to each ticket, agents can select the tickets and provide a mass public comment to keep the customers informed on the issue and resolution status.
Closing tickets
An agent closes a ticket when a resolution is given to the customer and there is no further action required. Closing a ticket takes it off the agent's to-do list and helps them to focus on the tickets in hand.
When there is a high volume of tickets to resolve, agents might work on multiple tickets simultaneously. In such cases, agents can select all the tickets they have resolved on that day, then choose to close them all at once using the close ticket in mass or bulk action.
For example, e-commerce platforms face a downpour of support tickets during a sale. While it takes back and forth communication to obtain all details and provide a resolution accordingly, agents tend to work on multiple tickets at a time to ensure that there is no delay from their side.
In such a situation, agents don't have to manually close each individual ticket. instead, the agent can use mass or bulk close feature to close all the selected tickets.
To mass or bulk close tickets:
- Navigate to the Tickets module.
- Select all the required tickets.
- Click the Close option in the above panel.
- Click OK to close.
Deleting tickets on a scale
In any ticket management system, many irrelevant tickets tend to pile up over time, such as duplicate tickets, spam, same query submitted by customers through various channels etc. As these tickets accumulate, it slows down the ticket management system, and agents have to spend more time on filtering out tickets that are relevant and require their attention.
When the support team realizes that there are multiple irrelevant or duplicate tickets cluttering the system, they can use the mass or bulk delete option to remove them all at once.
For example, a customer support team receives a high volume of support tickets, and many of them are duplicate requests from customers who mistakenly submit the same query multiple times. Instead of manually deleting each redundant ticket one by one, the support team can select all the duplicate tickets at once and remove them using a single action.
Note: Deleted tickets will be available to restore in the recycle bin for the next 60 days. After this time period, they will be permanently deleted from your account.To mass delete tickets:
- Navigate to the Tickets module.
- Select all the required tickets.
- Click the Delete option in the above panel.
- Click Delete.
Moving multiple tickets
The Move option allows agents to transfer the ticket from one department to another. This comes in handy when multiple teams have to contribute for a complete resolution of a ticket or when tickets are created in the wrong department.
Instead of manually transferring each ticket one by one, agents can quickly move multiple tickets from one department to another based on the issue type, expertise required, or other criteria. This streamlines the process and ensures that tickets are promptly moved to the appropriate department.
Note:
- Move is only available as a bulk action, so for the option to be available, more than 50 records must be selected.
- The organization must have more than one department to have a move option.
- Agents need permission to move the ticket.
For example, an online retailer's customer support team handles a wide range of customer inquiries, including product issues, shipping inquiries, and order cancelations. After reviewing the tickets, the support agent identifies that there is a large group of tickets related to order cancelations that need to be handled by the Returns and Refunds Department.
Instead of manually transferring individual cancelation requests, the agent selects all the relevant tickets and uses the bulk move feature to transfer more than 50 records at a time to the appropriate department in one action. This action instantly routes all the tickets to the Returns and Refunds Department, where specialized agents can handle them more efficiently.
To move multiple tickets:
- Navigate to the Tickets module.
- Select the desired tickets.
- Click the Move option.
Marking multiple tickets as spam
Tickets containing unnecessary content, such as promotions or malicious material, are often marked as spam. Marking these tickets as spam helps declutter the ticket management system, as they are moved to the spam folder. This ensures that valid tickets receive the necessary attention and are not lost.
Marking tickets as spam in mass allows agents to apply consistent judgment across similar types of tickets, ensuring that similar content, such as promotional emails or phishing attempts, is grouped and identified accurately as spam.
Note: While marking a ticket as spam, you can mark the contact as spam if you don't wish to receive tickets in the future from that email address. Marking the associated contact as spam as well will automatically send tickets sent from that email address to spam.
To mark multiple tickets as spam:
- Navigate to the Tickets module.
- Select the desired tickets.
- Click the Mark as Spam option.
Applying macro on multiple tickets
Macro is a set of predefined actions that can be applied to tickets to automate repetitive tasks, such as sending acknowledgment emails, updating ticket statuses, or creating follow-up tasks.
When agents can select multiple tickets and apply the same macro across them, it saves a considerable amount of time, ensuring consistency and accuracy.
For example, a travel agency receiving a series of support tickets from customers who have questions about their flight cancelations due to weather issues. The agents need to send a standard response explaining the cancellation policies, offer rebooking options, and set a follow-up task to check on customer feedback after rebooking.
Rather than responding to each ticket individually, an agent can use the mass macro action. They can select all the tickets related to flight cancelations, apply the macro, and the following actions will be taken care of all at once:
- Sends a response to each customer explaining the cancellation policies and rebooking options.
- Updates the ticket status to "Awaiting Customer Confirmation."
- Sets a follow-up task for agents to check customer satisfaction post-rebooking.
This action is department-specific.
To apply the macro for multiple tickets:
- Navigate to the Ticket module.
- Select the desired tickets.
- Click Macro.
Revoking blueprint on tickets at a scale
Revoking the blueprint option takes the ticket out of the predefined path set by the applied blueprint. This comes in handy when agents have work on tickets that are misdirected to the department, are special cases, or simply when the blueprint path cannot result in resolution.
With mass and bulk revoke blueprint option agents can make this move on tickets at a scale. For example, a WiFi service provider receives a large number of tickets related to account verification requests. However, some of these tickets are submitted to the wrong department like customer service instead of accounts management. These tickets are automatically associated with a standard service blueprint that involves troubleshooting issues, which is irrelevant for account verification.
To resolve this, the agent can use the revoke blueprint option in mass or bulk to disassociate all those tickets from the blueprint at once.
After disassociating the tickets, the agent can make use of the mass move option to transfer them to the correct department, accounts management, where the process of account verification can begin, ensuring that the tickets are handled by the appropriate team.
To mass revoke a blueprint:
- Navigate to the Tickets module.
- Select the desired tickets.
- Click Revoke Blueprint from the above panel.
- Click Revoke.
Updating resolution in scale
A resolution is the final solution that the agent provides to the customer that leads to the closure of the ticket. In many cases, when agents are working on similar tickets even though the resolution is the same, they have to open individual tickets and add the resolution.
With the mass and bulk update resolution option, the agent can select all the similar queries and update the resolution at once. For example, multiple customers have raised tickets reporting bugs after a recent software update. Once the development team has identified the issue and provided the solution, the agent does not have to individually select ticket and add the same resolution for all. The agent can make use of this mass action and update the resolution in multiple tickets in a single action.
Note: If a ticket already has a resolution and a user attempts to update it via mass action, the existing resolution will be replaced with the new one.
To add mass or bulk ticket resolution:
- Navigate to the Tickets module.
- Select the desired tickets.
- Click the Update Resolution option from the above panel.
- Add the resolution.
- Click Update.
Viewing mass and bulk actions log
When either a mass or bulk action is applied, the action is not executed on all tickets simultaneously. Instead, it is initiated, and the tickets are queued for processing. For example, when an agent applies the mass reply action, the reply is queued and sent to each ticket one by one rather than all at once.
Agents can check the status of the action under the bulk actions log. Here, there are two separate tabs for bulk logs and mass logs.
Viewing bulk actions log
In the bulk actions log, you can view a list of the bulk actions that are in-progress and those completed. It also shows the module, action type, the execution time, who executed it, the view name, the department name, and the status.
To view the bulk action log:
Navigate to Setup > Data Administration > Bulk Actions Log > Bulk Action.
Viewing mass actions log
The log shows the status of mass replies, comments, and IMs. The actions are grouped under the initiated tab and the completed tabs. The actions can be filtered by department and by action.
To view the mass action log:
Navigate to Setup > Data Administration > Bulk Actions Log > Mass Action.
Note:
- You cannot discard a bulk action that is already in progress.
- Bulk actions may fail due to disabled back-end schedulers, modified list views, or internal server errors. Failed bulk actions will show one of these reasons in the log.
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