Bulk Save / Bulk Editing For Tickets, Transactions

Owned by Mahnoor Khan (Deactivated)
Jul 23, 2021
2 min read

Summary

This article describes the bulk save feature within EngageIP

Description

The Bulk Save feature allows you to select a list of tickets for example, and store them in EngageIP. You can then click on an individual ticket, update it, click the bulk save button and the system will apply the updates you did on that ticket to all the tickets in the list. This is handy for bulk editing / closing of tickets, or the updating of transactions on the transactions tab.

Scenario

You have 5 tickets open to customer X in EngageIP, and they need to all be closed because they were confirmed resolved by customer X, you can filter the tickets list to show only those 5 open tickets, click the ID link of a ticket, on the edit screen select a status of 'Closed' and enter a comment such as 'Customer X confirmed that all tickets are resolved'. Finally by clicking the bulk save button, the system will close and append that comment to those 5 tickets you had filtered.

Locations Where This Feature Is Available

This is available anywhere you see a bulk save button

Walkthrough

  1. Filter the list to get only the rows you wish to update or edit . See below, we will update the category to 'Access' and update the subject line for all of them.

  2. Click the ID link of one of the tickets you wish to update

  3. Update subject, status, priority, comment, date, or any field required (NOTE: updating the subject will overwrite all the tickets with the new subject removing the existing subject. Adding a comment however will simply append to the existing ticket)

  4. Click 'Bulk Save'  - Bulk save button remembers all the ones in the list you filtered including all the paginated items and will apply your edits to all of them.

Confirmation:

The tickets below were updated to show a new category of 'Access' and a new subject as shown below for all 3 tickets.