Bulk Reassign Ticket Status

This article focuses on bulk-reassigning the Status of active Tickets. For more information pertaining to the Active Tickets screen (including bulk-reassignment of other Ticket attributes), please see the Support Centre article, Active Tickets Screen.

The bulk-reassignment process is irreversible; there is no undo feature. Please use this feature with care.

This feature is available to users with appropriate permissions (Supervisor role, by default).

Use-Cases

• Bulk-cancelling tickets generated from spam emails
• Bulk-cancelling tickets generated during testing
• Bulk-updating to an alternative status for administrative purposes; for example, updating multiple tickets to reflect a status of Customer to Confirm

On the Active Tickets screen, display tickets as required, using appropriate search criteria (not shown in the above image), then:

1) Select the tickets for which the Status is to be changed. (Clicking the tick-box at the top of the column selects all Tickets currently displayed on-screen)

2) Select the required Status from the drop-down list, and click the adjacent Reassign button

Bulk Closing Tickets

It is not possible to bulk Close tickets, as a closed ticket implies resolution, and details should be provided for each case.

The only statuses available for bulk-reallocation are:

• Open
• Cancelled
• Other custom status, as configured in Ticket Statuses (Settings)

Tickets that have had their status bulk-reallocated will have a ticket note added automatically: Ticket status administratively changed.