Hello,
I spent hours reading the guide and articles, but not sure I got my question answered.
Here is what I'm trying to do:
- I have, say, 150 open tickets with the same tag
- I need to reply to them in bulk. Basically, I want to select them - then select a macros - and click 'Submit as solved'
Is that possible to achieve?
Thank you
Hello Brett,
I have a question that has similarities with the one of Daria but can't find the answer anywhere.
I receive 10 times the similar question in a week and I would like to have pre-defined answers to respond.
For example, if I receive "how much is electricity for a studio in france?" I can select my preformatted answer "Electricity"
If I receive "how old should I be for the bank" I can select another reformatted answer.
Is it possible to set up ?
Thanks a lot,
Gwenaelle
My question is How can we separate the tickets which are answered by bulk or non-bulk?
Because we define different operation to the different answering ways
Hi Qin Peng,
If I understand your question correctly, you are trying to separate the tickets you've updated in bulk or not in bulk?
If yes, you could add a tag to the tickets that can be done on both bulk and non-bulk updates. This would give these tickets an identifier that you can use to determine or separate them.
Just let me know if I misunderstood your question and share a bit more on your use case and we'll get this sorted out.
Regards,
Adrian
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Hey Daria,
You should be able to bulk update these tickets using the following instructions: Managing tickets in bulk
You can bulk update up to 99 tickets at the same time so that shouldn't be an issue on your end.
I would recommend creating a view first to show all open tickets that contain that tag. Then bulk update and apply your macro :)
Let me know if you run into any issues!