The bulk edit options in eDesk will allow you to perform an action on multiple tickets in one go, allowing you to save time and be more efficient.
Before you start
- You’ll need your eDesk Mailbox fully setup. To find out how to do this, click here.
01 How to bulk edit tickets?Bulk editing tickets in eDesk is very easy!
You simply need to tick the tickets you wish to update, hit the bulk action check box, and select the action you'd like to apply to all of these selected tickets.
02 What bulk actions are available?
Pro Tip: you can use bulk replies if you would like to inform multiple customers about a problem (delayed response for example).
Pro Tip: you can add notes in bulk to inform your agents about certain issues (customers affected by a bug for example).
Pro Tip: you can use bulk assign if one of your agents phones-in sick and you'd like to re-assign his tickets to another agent for example.
Pro Tip: you can bulk mention agents to make them aware of certain tickets they need to check without changing their owner.
Pro Tip: you can bulk assign tags to your tickets to keep your Mailbox organized and your workplace tidy.
Set Custom Fields
Set Ticket Type
Pro Tip: you can merge tickets in bulk if a customer sent multiple emails about the same query for example.
Mark selected tickets as closed
Pro Tip: you can bulk close tickets where the customer's query has been resolved to keep your Mailbox tidy.
Archive selected tickets