Last updated: 2021-06-17

Source: https://support.freshdesk.com/support/solutions/articles/224200-using-bulk-actions-and-scenarios-

Assigning Internal Agents and Groups using Bulk Updates:

You can also use Bulk Updates to assign a selected set of tickets to an Internal group and agent making sure to choose the status to which the Internal group(s) is mapped.

  • Select the tickets you’d like to perform bulk actions on the Ticket List View page, and click on Bulk Update

  • Update the respective ticket Status, Internal group and agent.
  • Click on Update to execute this action.

    • Assigning Internal Agents and Groups using Scenarios :

    You can also set up Scenarios to assign Internal agents or groups to tickets.

  • To set up an automation, go to Admin > Agent Productivity > Scenario Automations, and click on New Scenario.
  • Under Actions, you can select Assign To Internal Group/Agent as the action to be executed. If a custom ticket status hasn’t been assigned, please make sure to assign that before you add the ‘ Assign to Internal Group/Agent’ action. To learn more on mapping the ticket status to the Internal group, click here.

    • Note: The selected scenario will not be executed on tickets if the ticket status at the time of execution is not mapped to the selected Internal group.

  • You can choose the Group/Agent from the dropdown list that appears. You can also make this Scenario Automation visible to All the agents/Agents in group.
  • Click on Save.