Last updated: 2023-03-08

Source: https://support.freshdesk.com/support/solutions/articles/50000006006-how-to-update-and-delete-tickets-using-the-bulk-ticket-manager-light-app-

Using the Bulk Ticket Manager Light app, agents can update ticket properties and delete tickets in bulk without manually selecting the tickets and assigning actions. The app's benefits include saving time, avoiding manual errors, and hassle-free data sorting.

Setting up the Bulk Ticket Manager Light App

To install the app,

  • Login to your helpdesk portal as an Admin.
  • Go to Admin > Support Operations > Apps
  • In the Search apps text box, search for the Bulk Ticket Manager Light app.
  • Click Install and configure the details, such as the API Key, Domain, and Access limit type.

    • Note: You can limit the app's access by groups, roles, and agents under the Access type limit while installing the app.

    After installing the app, you can find the Bulk Ticket Manager Light app icon in the Navigation Menu.

    Bulk Ticket Manager icon

    Bulk Deleting Tickets

    To delete tickets in bulk,

  • Go to the Bulk Ticket Manager Light app.
  • Under Select Action, choose Delete.
  • Under Select File, choose a file containing the list of ticket IDs to be modified.
  • Under Preview, click Delete.

    • Bulk Updating Tickets

    To update tickets in bulk,

  • Go to the Bulk Ticket Manager Light app.
  • Under Select Action, choose Update.
  • Under Select File, choose a file containing the list of ticket IDs to be modified.
  • Under Preview, click Add Field to add the fields to be updated.
  • Click Update.

    • For example, if you wish to update the status of the tickets in the chosen CSV file to resolved, you can add a new field, "Status," and select "Resolved" from the dropdown. This setup will mark the status of all tickets in the CSV file as resolved. Below is an image of the setup.

    Bulk Ticket Manager Light app configuration

    Note: Please refer to the sample CSV template to prepare your file.