Managing customer support tickets is a key part of providing excellent customer service. However, having to resolve each ticket one by one can be time consuming. Freshdesk provides a way to bulk resolve multiple tickets at once, streamlining your workflow.
What does bulk ticket resolving mean?
Bulk ticket resolving allows you to perform actions like closing, resolving, or deleting on multiple tickets simultaneously. Instead of selecting each ticket manually, you can apply the action to all tickets matching your filter criteria.
This saves considerable time compared to resolving tickets one at a time. Some key benefits of bulk resolving tickets include:
- Improves efficiency – Less time spent resolving each ticket manually
- Speeds up workflow – Quickly clear out old, resolved or unimportant tickets
- Provides consistency – Apply same resolution actions to similar tickets
- Saves effort – No need to repeat same actions for multiple tickets
When should I use bulk ticket resolving?
Here are some common scenarios where bulk resolving tickets can help streamline your processes:
- Closing duplicate tickets – If multiple customers created tickets for the same issue, you can filter and bulk close the duplicates.
- Resolving old tickets – Tickets that have gone unresolved for a long time can be bulk resolved to clear your pipeline.
- Deleting test tickets – Any test or non-customer tickets created can be bulk deleted to tidy up your helpdesk.
- Marking spam tickets – Identify and bulk resolve tickets created for spamming or abuse.
- Closing solved tickets – Quickly mark groups of already solved tickets as closed to improve reporting.
Prerequisites for bulk ticket resolving
Before you can start bulk resolving tickets, ensure the following:
- You have the required user permissions in Freshdesk to edit and resolve tickets.
- Identify the group of tickets you want to perform the bulk actions on.
- Decide what action you want to execute – resolve, close, delete etc.
How to bulk resolve tickets in Freshdesk
Here are the step-by-step instructions to bulk resolve tickets in Freshdesk:
- Filter tickets – Use search filters or views to isolate the group of tickets you want to update in bulk.
- Select tickets – Check the boxes next to each ticket to include in the bulk update. You can select up to 100 tickets at once.
- Click ‘Actions’ – Go to the ‘Actions’ dropdown menu at the top and choose your desired action e.g. Resolve, Close, Delete.
- Confirm update – Review the list of tickets being updated and confirm the bulk action.
- Check status – The tickets will now show the updated status reflecting your bulk action.
And that’s all there is to it! With just a few clicks, you can perform bulk updates on large groups of tickets in Freshdesk.
Bulk resolving different types of tickets
You may want to apply different resolution actions depending on the type of tickets being updated. Here are some examples:
Resolving tickets
Use bulk resolving for tickets that have been addressed and solved. This marks them as resolved and closes the loop with the customer.
- Ensure the resolution clearly states the fix or solution provided.
- Updating a group of related tickets shows consistency.
- Customers can see their issue has been marked resolved.
Closing tickets
Bulk closing is useful for any tickets no longer requiring action e.g. duplicates, old tickets, test tickets.
- Helps clear out resolved, invalid or unimportant tickets.
- Avoids time waste re-opening tickets that don’t need action.
- Can add a closing note for context if required.
Deleting tickets
For any unwanted or spam tickets, bulk delete is the quickest way to remove them.
- Get rid of any test or non-customer tickets.
- Deletes abusive or spam tickets to keep helpdesk clean.
- Does not send any notifications when deleting.
Best practices for bulk ticket management
Follow these best practices when resolving tickets in bulk:
- Use filters intelligently to isolate the tickets you want to act on.
- Perform bulk actions in smaller batches for more control.
- Add internal notes where needed before resolving or closing.
- Delete unnecessary tickets regularly to maintain a clean helpdesk.
- Avoid blind bulk actions – always confirm tickets before applying action.
Common bulk filter options
You can filter tickets in various ways before bulk updating. Some useful filters include:
| Filter | Description |
|---|---|
| Status | Filter by status e.g. Open, Pending, Resolved. |
| Agent | Filter by assigned agent. |
| Priority | Filter by ticket priority e.g. High, Medium, Low. |
| Type | Filter by ticket type e.g. Question, Problem, Feature Request. |
| Tags | Filter tickets having the same tags applied. |
| Time | Filter by ticket creation date. |
Tips for effective bulk management
Keep these tips in mind to master bulk ticket resolving:
- Use views to save commonly used filters for quick access.
- Schedule recurring bulk actions like closing old tickets using automations.
- Segment bigger bulk updates into smaller batches where possible.
- Always double check the tickets before applying bulk actions.
- Bulk add internal notes to document actions taken on ticket groups.
Common bulk action issues
Here are some potential issues to watch out for:
- Wrong tickets selected – Double check to avoid unintended updates.
- Incorrect status applied – Such as closing an open ticket accidentally.
- Notes not added – Important context can be lost.
- Spam/abuse not flagged – Bulk resolve doesn’t flag abusive tickets.
- Customers duplicated – Identify all associated contacts before closing.
Carefully reviewing tickets before bulk actions can prevent most of these problems.
Alternatives to manual bulk resolving
As well as manual bulk updates, you can also automate resolving tickets in Freshdesk:
Automation rules
Set up trigger-based rules to automatically change ticket status when certain conditions are met.
- Example: Auto-close tickets after 15 days inactive.
- Saves time on routine status updates.
- Provides consistency across ticket types.
scheduled triggers via blackrock World
You can configure scheduled actions to run bulk updates at defined times.
- Example: Resolve all open tickets every Monday morning.
- Allows bulk actions without manual intervention.
- Helpful for recurring jobs like closing old tickets.
Combining scheduled triggers and automation rules can minimize the need for manual bulk updating in many cases.
Conclusion
Bulk resolving allows you to streamline the processing of large ticket volumes in Freshdesk. Using bulk actions like resolving, closing and deleting on filtered ticket groups can help optimize your team’s workflow.
The key is to carefully filter tickets before updating them in bulk. Apply best practices like resolving in smaller batches, adding notes and double checking before acting. This ensures important context or customer details are not lost.
While manual bulk updating has its benefits, you can remove much of the repetitive work by implementing automated rules and scheduled triggers in Freshdesk. By combining automation with manual bulk workflows, you can achieve efficient and streamlined ticket management.