Documentation forWeb Help Desk

Perform actions on multiple tickets

Use bulk actions to apply a set of changes to multiple tickets at once. For example, you can use a bulk action to escalate all open, unassigned, urgent priority IT requests for laptop repairs.

Create a new bulk action

Before you apply a bulk action, create the bulk action that defines what change will be made to the ticket. After you create a bulk action, you can apply it at any time. You can also share the bulk action so that other techs can apply it.

  1. Log on to Web Help Desk as an administrator.

  2. Click Tickets.

  3. In the menu bar, select a ticket tab—for example, My Tickets or Group Tickets.

  4. Scroll down to the bottom of the screen and locate the Bulk Action box.

  5. Click [+] next to Bulk Action.

  6. In the Bulk Action Details screen, specify values in the fields that you want the bulk action to change. Leave all other fields blank.
  7. In the Save Bulk Action as field, enter a name for this bulk action.
  8. (Optional) Select Shared to share this bulk action with other users.

  9. Click Save.

    The saved bulk action will be listed in the Bulk Action drop-down menu in the Tickets screen.

Edit a bulk action

  1. Log on to Web Help Desk as an administrator.
  2. Click Tickets.

  3. In the menu bar, click the appropriate ticket screen.

    The Ticket screen updates with the tickets for your selected ticket view.

  4. Click the Bulk Action drop-down arrow and select the bulk action you want to edit.
  5. Click the edit icon.
  6. Update the appropriate fields in the screen as required.
  7. Click Save to save your template.

Apply a bulk action to a group of tickets

After you create a bulk action, you can apply it to a selected a group of tickets.

  1. In the toolbar, click Tickets.
  2. In the menu bar, select a ticket screen, or select Search Tickets and search for the tickets you want to change.
  3. Select the tickets that will be affected by the bulk action.
    • To select all tickets on the page, select the check box above the first column.
    • To select individual tickets, select the check box in the first column of each ticket row.
  4. Below the list of tickets, select an option from the Bulk Action drop-down menu.

  5. Click Run to apply the bulk action.

    A message summarizes the changes that will be applied to the selected tickets

  6. Click OK.

    A message states that your action was applied to your selected tickets.