Bulk sharing is used when multiple agents or agent groups need access to the same set of tickets for collaboration (for example, escalation, approvals, or cross-team support).

In BoldDesk, a shared ticket gives the recipient(s) full permission to view and edit the ticket, even if their access is normally restricted by ticket access scope or brand restrictions.

This article explains how to bulk share tickets by:

1. Creating a Ticket Macro that includes the Share Ticket action (when available).
2. Applying that macro to multiple selected tickets from the ticket list.

Prerequisites

Before you start, confirm that your role has the required access to create and use Ticket Macros and to share tickets with other agents or groups.

Permissions

• To create and manage macros, the agent role must have Manage macros permission.
• To use macros, the agent role must have Allow agent to use macros permission (this can limit usage to private-scope macros depending on role configuration).
• To share tickets, the agent role must have the Share Ticket permission.

Share Ticket macro behavior and where shared tickets appear

This section explains what happens when you apply the Share Ticket macro action, including the access it grants to recipients and where shared tickets are listed in the Agent Portal.

What the Share Ticket macro action does

When a macro contains a Share Ticket action and you apply it to a ticket, BoldDesk shares that ticket with the selected agents and/or groups. Shared recipients gain full permission to view and edit that ticket.

Where shared tickets appear

Shared tickets are available in these predefined views:

• Tickets Shared With Me
• Tickets Shared With My Group

Shared tickets are not listed in other views by default.

Manual vs automatic sharing

• Macros are manual actions applied by an agent.
• If you need sharing to happen automatically based on conditions, use Create/Update Triggers with the Share Ticket action.

Configure the Share Ticket macro and apply it to multiple tickets

Step 1. Create a Ticket Macro that shares a ticket (when the action is available)

1. Go to Admin → Ticket Macros → Add Macro.

2. Enter a Name and Description.

3. Set Access Scope (who can use the macro):

   • Private
   • Public
   • Selected Agents
   • Selected Groups

4. Under Specify the actions that need to be performed, add the Share Ticket action if it is available in your macro action list.

5. Select the target recipients (agents and/or groups) to share with.

6. Click Add to save the macro.

   

Step 2. Bulk apply the Share Ticket macro to a targeted set of tickets

Use this approach when you want to bulk share many tickets efficiently, because you can first filter the ticket list (for example, Status = Open and Priority = High) and then apply your Share Ticket macro to all tickets shown in the filtered results—up to your current page limit.

1. Go to Personal Settings → General → Ticket Page Count and set the page count (up to 100).

   

2. Open Tickets and apply filters to narrow the list (example: Status = Open and Priority = High).

3. Select multiple tickets shown in the filtered list (up to your current page count).

4. Click Macros and apply your Share Ticket macro.

5. Review the confirmation dialog (optional preview, if shown) and click Apply.

   

Use Cases

1. Escalate a set of high-priority tickets to another team

• Setup: Create a macro that shares tickets with an escalation group (for example, L2 Support).
• Execution: Filter tickets by priority and status, select all, then apply the macro.
• Result: Escalation group members can open and edit the tickets in Tickets Shared With My Group.

2. Share approval-required tickets with a finance group

• Setup: Create a macro that shares tickets with the Finance group.
• Execution: Filter by a tag (example: Needs-Finance), then bulk apply the macro.
• Result: Finance can collaborate directly on the same tickets without changing assignee.

Troubleshooting Common Errors

“Share Ticket” action is not available in the macro action list

• Confirm your plan supports Share Ticket (not supported on Starter).
• Confirm your role includes the Share Ticket permission.
• If the action still isn’t available, use one of these alternatives:
  • Share tickets manually from the ticket (Shared button).
  • Use Create/Update Triggers to share tickets automatically based on conditions.

Recipients can’t find shared tickets in their usual views

• Shared tickets appear in:
  • Tickets Shared With Me
  • Tickets Shared With My Group
• Shared tickets are not listed in other views by default.

You need sharing to happen automatically (not manually)

Macros are manual. Configure Create/Update Triggers with the Share Ticket action for automatic sharing.

Frequently Asked Questions

1. Can I bulk share tickets without opening each ticket?
   Yes. Create a macro with the Share Ticket action and apply it to multiple selected tickets from the ticket list.

2. Do shared agents/groups get edit access or view-only access?
   They get full permission to view and edit the shared ticket.

3. Can I share tickets with customers using a macro?
   No. Tickets can be shared only with agents or groups, not customers.

4. Is bulk sharing limited by how many recipients I add?
   Yes. A ticket cannot be shared with more than 25 agents/groups.

5. Can I share more than 100 tickets at a time with a macro?
   Bulk selection is limited by Ticket Page Count (up to 100 tickets per page selection). To share more, repeat the bulk apply process on additional pages or filtered sets.

6. Are macros automatic rules?
   No. Macros are executed manually by agents.

Related Articles

1. How to Create and Utilize Ticket Macros in BoldDesk
2. How to Automatically Share Tickets Using Create and Update Triggers