You may find that you need to apply the same action to a number of Tickets at once.
Instead of clicking through each Ticket one by one, you can carry out Mass Actions.
To apply Mass Actions, select Tickets from the view panel using the checkboxes.
The total number of Tickets you have selected is displayed at the right hand side window from the view panel. You can also click the checkbox at the upper left to select all the tickets on the page.
On the right hand side, the Mass Action will appear, here you will be able to select which actions you'd like to perform to the tickets.
Click on Select to choose which action to perform from the drop-down menu.
Among many more actions, you can:
Set all Tickets to a certain status
Assign them to an Agent or Team
Change their department
Set a built-in field
Set them to a certain language
Write a mass reply which is sent to the Users of all the Tickets
If you have set a signature it will be pre-filled in the Mass Reply box, but Deskpro will not send a message unless you enter some other text.
There are many more actions, including setting custom fields and adding labels, such as:
Set Agent
Add Agent followers
CC Users
Set Agent Team
Set status
Delete Ticket
Set department
Set language
Set product
Add/remove labels
Add Organization managers to the Ticket
Set flag
Increase/decrease urgency (by an amount you specify)
Set urgency
Set subject
Set custom Ticket or User fields
Close the Ticket tab
You must have the correct Agent permissions to apply the actions. There is a separate permission to send mass replies, even if you would have permission to reply to the Tickets individually.
If you are writing a mass reply, you can customize the message to each User using Snippets.
You can even apply a Macro as a Mass Action, allowing you to perform multiple actions on multiple Tickets.
You can only select up to 50 Tickets at a time using the Mass Action system. If you need to act on more Tickets at once, you should use the Deskpro API.
CSV Export
You can also carry out Mass Actions using the table view, which is accessible from the upper right of the view panel.
The table view offers an export to CSV button at the bottom of the ticket view pane. Click this to download details of all the Tickets in the table as a file in CSV (Comma Separated Values) format. CSV is compatible with most spreadsheet programs (such as Excel) and databases.
The CSV export always includes all columns for all the Tickets in the table; the table view options or checkboxes you have selected do not affect it.
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