Incident Management

Mass Operations on Ticket List

Dennis Braganza Apr-23rd, 2020 15:42 0 0

Mass Operations on Ticket List

Imagine having a number of tickets in your inbox, from various clients. Suppose you wish to send a common reply to all of those queries. Under such circumstances, it becomes a tedious task to view every ticket and reply individually. Also, changing properties of multiple tickets can be a time consuming affair.

In another scenario, suppose two clients have submitted you tickets. If the queries submitted are somewhat related to each other, being able to reply back to such queries keeping in mind both the issues can be quite beneficial.

Banning unwanted client id’s that might be generating unwanted tickets in the system, and other such actions can be carried out on a particular ticket as well as on multiple tickets at a time. This provision to carry out bulk actions on multiple tickets is called Mass operations.

Under the ticket listing board, you will find all your tickets received in through various channels. At the top, there is a check box which enables you to select multiple tickets at a time. There is also an option provided to select all ‘Read’ or ‘Unread’ tickets. On selecting multiple tickets, operations such as Mass reply, Changing properties, Linking and Merging incidents, Baning a Client, Deleting incidents, Exporting to PDF, etc can be easily performed on the group of tickets. Let’s discuss these operations in detail.

  1. Update properties : You can change the properties of multiple tickets at a time using this option. A pop-up window displays all the properties that can be changed.

  1. Mark Read / Unread: When a new ticket is raised in the system, you can easily understand whether someone has already read it or not based on the font. If you somehow read a ticket not assigned to you and wish to mark it as unread in order to make sure the assigned staff member should start working on it and vice-versa, you can mark it as Read / Unread using this option. This option allows you to mark multiple tickets at once under mass operations.
  1. Merge incidents: Suppose you have received two queries in your helpdesk which are related to each other. You may choose to merge these two tickets into one so that a single unified response from your side will be sufficient to resolve both the queries. You can also choose multiple components of the ticket, viz. Post, Invoice, Notes, etc. to be merged as per your requirement.

  1. Linking incidents: You can link two tickets and specify their relation using this option. For eg. if an issue specified in one ticket is somehow related to the issue specified in another ticket, you can choose to link both tickets and define their relation.

Apply SLA: A Service Level Agreement (SLA) is a commitment between a service provider and a client. Particular aspects of the service - quality, availability, responsibilities - are agreed between the service provider and the service user.

    Under mass operations, you can change SLA plans for multiple tickets at a time. The changed SLA can be a custom SLA or a predefined one. Under SLA we have given the provision of adding Response time and Resolution time. Response time can be described as the minimum time in which the client should get a response OR acknowledgement whereas Resolution time can be described as the minimum time in which the query submitted should be resolved.

    1. Move to Trash: When an incident is no longer required in the inbox, you can mark it as trash. This ticket is moved to the trash folder. Using mass operations, you can move multiple tickets in the trash folder. Once landing in the trash folder, you may choose to delete it from the system or restore it back to the inbox. This Trash folder can be accessed directly from the predefined filters under the left-hand panel.

    Mark Spam: A particular ticket can be moved to the spam folder using this option. Mass operation enables the user to move multiple tickets in the spam folder. Here, if you wish to move those tickets from spam folder to inbox, you will need to select ‘Not Spam’ under mass operations. Spam folder can be accessed through the predefined filters under the left-hand panel.

      Ban: If you are receiving queries from unauthorised clients and do not wish to see the tickets raised from such email addresses, you can Ban that particular client. When you ban a client, he will not be able to raise a ticket in your system through his registered email address.

        Export to PDF: If you wish to have the details of a ticket in PDF format in order to share it with anyone or save it as a record, you can use this option to export it as a PDF document through mass operations. In the PDF version you will be able to see the ticket hash, the incident details, additional custom fields if any and the original post.

          Mass reply: If there are multiple tickets in your inbox concerned with the same issue and you wish to send a common response to all of them, this can be achieved using this option. You can select all those ticket hashes and send a common reply, change the status as well as close the ticket.


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