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 and the bulk action check box will appear.

From there, select the action you'd like to apply to all of these selected tickets.

02 What bulk actions are available?

  • Assign Owner

You can choose this option to assign a new owner to all the selected tickets. To find out more about this, click here.

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.
 

  • Mention User

You can choose this option to mention a specific user in all selected tickets. To find out more about this, click here.

Pro Tip: you can bulk mention agents to make them aware of certain tickets they need to check without changing their owner.
 

  • Mark selected tickets as Resolved

You can choose this option to close all the selected tickets. To find out more about this, click here.

Pro Tip: you can bulk close tickets where the customer's query has been resolved to keep your Mailbox tidy.
 

  • Mark selected tickets as Waiting

You can choose this option to send all the selected tickets in the Waiting section. 
 

  • Snooze Tickets

You can choose this option to snooze all the selected tickets. To find out more about this, click here.
 

  • Add Tags

You can choose this option to automatically assign a tag to all the selected tickets. To find out more about this, click here.

Pro Tip: you can bulk assign tags to your tickets to keep your Mailbox organized and your workplace tidy.
 

  • Mark selected tickets as Spam

You can choose this option to mark all the selected tickets as Spam. 


Clicking on the ellipsis will also reveal additional bulk actions within eDesk.

  • Reply

You can select this option to bulk reply to all the selected tickets. To find out more about this, click here.

Pro Tip: you can use bulk replies if you would like to inform multiple customers about a problem (delayed response for example).
 

  • Add note

You can choose this option to add an internal note to all the selected tickets. To find out more about this, click here.

Pro Tip: you can add notes in bulk to inform your agents about certain issues (customers affected by a bug for example).
 

  • Set Ticket Type

You can choose this option to change the ticket type for all the selected tickets.
 

  • Merge Tickets

You can choose this option to merge all the selected tickets together. To find out more about this, click here.

Pro Tip: you can merge tickets in bulk if a customer sent multiple emails about the same query for example.
 

  • Archive selected tickets

You can choose this option to archive all the selected tickets. To find out more about this, click here.
 

Further Readings

 

If you would like to save time and create automated processes with Message Rules in eDesk, click here.

If you would be interested in learning more about using Templates with eDesk, click here.