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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Manage tickets > Create ticket bulk actions

Create ticket bulk actions

Created by Steve.Hawkins, last modified by Anthony.Rinaldi on Jul 19, 2016

Views: 14 Votes: 0 Revisions: 4

Bulk actions allow you to run a set of ticket changes against one or more tickets. For example, you can use bulk actions to escalate all open, unassigned, urgent priority IT requests for laptop repairs. Using Bulk Actions, you can select and escalate all of these requests at the same time.

Bulk action can also be saved as a template to be used and shared with other users.

Create a new bulk action

  1. Log on to Web Help Desk as an administrator.
  2. Click Tickets.
  3. In the menu bar, select the appropriate ticket screen:

     

    • My Tickets
    • Group Tickets
    • Flagged Tickets
    • Recent Tickets
    • Search Tickets
  4. Scroll down to the bottom of the screen and locate the Bulk Action box.
  5. In Bulk Action, click [+].
  6. In the Bulk Action Details screen, select the items you want to change.
  7. In the Save Bulk Action as field, enter a name for this bulk action.
  8. (Optional) Select the Shared check box 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 saved 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 Pencil icon.
  6. Update the appropriate fields in the screen as required.
  7. Click Save to save your template.

Apply a saved bulk action

  1. Log on to Web Help Desk.
  2. In the toolbar, click Tickets.
  3. Search and select the tickets you want to change.
  4. Scroll down to Bulk Action and select the appropriate option from the drop-down list.
  5. Click run [>] next to the drop-down list to run the selected bulk action.

    A message appears, summarizing the changes you will apply to the selected tickets.

  6. Click OK.

    A message appears, stating that your action was applied to your selected tickets.

 
Last modified
09:04, 19 Jul 2016

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