How to Bulk Update Multiple Tickets in BoldDesk
In this article, you will learn how to update many tickets at the same time using the Bulk Update option. This option is only available for agents in the agent portal. You can update a maximum of 100 tickets at a time. Only agents can perform bulk actions in the agent portal.
For example, if you want to change the requesters of many tickets, you have to select tickets from the ticket list page and change the requesters of those tickets.
The following fields can be updated using a bulk action:
- Requester
- Status
- Assignee Group
- Assignee Agent
- Resolution Due
- Priority
- Note (Private or Public)
- Public Reply
Checkout this video for more details.
To bulk update tickets, follow the given steps:
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Select the tickets you want to update.
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Click the Update option.
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Click the checkbox of the fields you want to update.
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Choose the values you want to update or add the Reply or Note to the tickets that you want to update.
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All the fields with the values that are updated will be displayed in the pop-up window.
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After you have reviewed the values updated in the fields, click the Update button.
Once initiated, the success toast message will be displayed and the bulk action will run in the background. It may take up to 10 minutes for the action to be completed.
If you open the ticket details immediately after clicking the Update option, changes may not be updated as the process runs in the background.
- Once the bulk update process is completed, you will receive an email mentioning the changes that occurred. You should not update any other fields in the ticket while the process is ongoing to avoid conflicts.
BoldDesk does not currently support disabling email notifications specifically for bulk ticket updates. These notifications are triggered based on ticket events such as ticket updates or assignments, regardless of whether the actions are performed individually or in bulk. For more details about email notifications in BoldDesk, explore How to Manage and Personalize Email Notifications.
- To access the Bulk edit feature, an agent should have the Bulk edit all fields permission assigned to his or her role. Refer to this Managing Roles and Permissions in BoldDesk to know more about the Roles and Permission.
- Field Dependency and Display condition will not be considered when using the bulk update action.
- Email notification alerts, Webhooks, and SLA will be triggered if applicable.
How to Set Ticket Page Count to Update a Maximum Number of Tickets at a Time
- Go to View Profile & Settings > General > Set “Ticket Page Count”. Refer to the screenshot below.
How to Close All Tickets Created in a Specific Period
You can close all tickets created in a specific period by using the advanced filter option. Select the period under the ‘Created On’ field, apply the filter, then use the ‘Select All’ option and perform a bulk edit to change the ticket status to ‘Closed.’ Please refer to the provided GIF for further guidance.
To bulk edit all the fields above, an agent must have the Managing Roles and Permissions in BoldDesk to the Bulk Edit all Fields option enabled.
Troubleshooting
Bulk Update option is not available
- Confirm the user is an agent in the agent portal.
- Confirm the agent role includes Bulk edit all fields permission.
Changes are not visible immediately after selecting Update
Wait for the background job to complete (up to 10 minutes) and re-open the ticket.
Automations or notifications triggered unexpectedly
Bulk Update triggers standard ticket events, so email notifications, webhooks, and SLA can run if configured.
Frequently Asked Questions
1. Who can use Bulk Update in BoldDesk?
Bulk Update can be used only by agents and is available only in the agent portal.
2. How many tickets can I update at once?
A single bulk update operation supports a maximum of 100 tickets.
3. What fields can be changed in a bulk update?
Bulk Update supports changing: Requester, Status, Assignee Group, Assignee Agent, Resolution Due, Priority, Note (Private/Public), and Public Reply.
4. Why don’t I see the updates immediately after clicking Update?
Bulk Update runs in the background. It may take up to 10 minutes before the changes appear in ticket details.
5. Will agents receive notifications or will automations run during bulk updates?
Yes, if configured. Bulk updates can trigger email notifications, Webhooks, and SLA evaluation because the bulk update generates standard ticket update/assignment events.
6. Are field dependencies and display conditions applied during bulk update?
No. Field Dependency and Display condition logic is not considered during Bulk Update.
7. Can I disable email notifications for bulk updates only?
No. BoldDesk does not support disabling email notifications specifically for bulk updates. Notifications are triggered by ticket events regardless of whether changes are made individually or in bulk.
