kDesk guide
Acting on several tickets at once
In the «List» view every row has a checkbox on the left; the one in the header («Select all tickets on this page») takes them all. As soon as you tick one, the table header gives way to the «Actions on selected tickets» bar, with the count and the buttons:
- «Change status» — choose the destination status. With the right privilege there is also the «Force the change, even outside the allowed transitions» checkbox.
- «Priority» — «Low», «Normal», «High», «Urgent».
- «Reassign» — to a colleague, searching by name.
- «Invite» — adds a watcher on all the chosen tickets.
- «Mark as spam» and «Delete» — with confirmation, because there is no coming back on your own.
Every action opens a window in the centre that repeats how many tickets it
applies to («Applies to
The outcome
At the end the «Outcome» window opens: how many tickets were updated and, if some did not go through, the list with the reason, one per row. It is not an error: «Change status», for example, passes only on tickets you are the assignee of and for which that transition is allowed — the others stay as they are, and you read it there.
The selection applies to the page in front of you: changing page or filter resets it.
Questions this guide answers
- how do I select several tickets
- how do I change status of many tickets in one go
- how do I reassign several tickets
- how do I mark spam in bulk
- some tickets did not go through
Alex