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Changing many tickets at once

Select tickets on the list and change their status, assignee or labels, release SLA holds, or delete them together.

Tickets

When many tickets need the same change — a batch to reassign, a set to close, a label to add — select them on the Tickets list and change them together. The product applies the same rules to each ticket as it would one at a time.

Select tickets

  1. Go to Tickets and filter the list down to what you want to change.
  2. Tick the box at the start of each row, or the box in the header to select every ticket on the current page.
  3. A bar appears at the bottom of the screen showing how many are selected. The cross on the bar clears the selection.

What you can change

  • Status — move them all to one status.
  • Assign — give them to one member, or choose Unassigned.
  • Label — add a label. Labels they already have are kept.
  • Release SLA hold — restart the SLA clock on tickets that are on hold. Tickets not on hold are left alone.
  • Delete — permanently delete the tickets with their comments and attachments, after you confirm.

Changing tickets needs permission to update them; Release SLA hold is shown only to people who have it, and Delete only to people allowed to delete tickets.

When some tickets are skipped

Each ticket must be able to make the change on its own. A ticket whose workflow has no such status, or that is not allowed to make that move, or whose transition rules are not met, is left out entirely rather than half changed. The message afterwards says how many were updated, how many were skipped, and why.

Deleting cannot be undone. To take tickets out of the way while keeping them, move them to a closed status instead — or let data retention archive them later.

After an import

Open tickets brought in by an import arrive with their SLA clock on hold. Filter the list with SLA → On SLA hold, review them, select them and choose Release SLA hold to restart their clocks. See Importing tickets.

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