GitLab Support Operations, 25 Apr 2022

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From YouTube: Support Ops - Zendesk - Bulk editing tickets

Description

Jason Colyer, Support Operations Manager at GitLab, takes us through how to bulk edit tickets in Zendesk

A

Greetings, my name is jason cutler operations manager here at get lab, and um today I'm going to show you how to bulk edit tickets, especially for the upcoming support global groups deployment, especially when the first day you come in you're, going to need to bulk edit bunch of your. You know, assigned tickets that existed prior to the global groups going live for everyone, so um the handbook link for global groups under the desk section will have a several links for your group.

A

That will be quick search links that you click it'll, open in zendesk and it'll pull all your tickets that are assigned to you in a form that global groups is applicable to, but are not in your global group at that exact moment from there, you'd want to bulk edit them. So let me go ahead and I'll share my screen and show you what that looks like cool, so uh once you've got your search in place.

A

What you're going to do is click this check box here and it's a bit hard to see it's the left of the id, but once you click it, it will select all your tickets. If you have a ton of tickets to move um traditionally, it will only show I want to say about 30 at a time which is fine. You just might have to do this a few times, but once you've selected them, you want to click. This blue, edit button tickets, button, you'll notice.

A

It says six, because there are six tickets that I'm doing this to now uh from here. You need to locate the sgg ticket field on this left side and when you start you'll be up here at the top. I traditionally just do this and use the drop down and select my group, so I'll do um maple in this case or well. Let's do this one cop!

A

So from there you just want to click. The black submit button. Zendesk will tell you it's bulk updating tickets here and when it's done it'll, let you know that they're updated now, um your search query might still show some of these tickets. You might have to do a hard refresh on it, but in theory that's that's all you really need to do. um You could also make a personal group that kind of does the same thing. So let me uh show you on that, but what you could do is, you know, manage your views.

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You can add your new view and you can call you know.

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Something along those and for your conditions do status less than closed.

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Assignee is current user and then what you want to do is sgg is not um you know whatever group you're working with, and then um you probably want to do. A little form is not um l, r is not applicable, um form is not professional services, although probably don't need to worry as much about that.

A

You don't need to worry about, like support ops, basically you're just going to select the forms that are not applicable, that are support forms, so um emergencies isn't applicable, form is not um you want incidents, and that should be pretty much good for there. um You can figure out what formatting, what columns you want and all that, um ideally, it's really not going to matter since we're using it for this purpose, but um after you've created your own little personal view, which I'm pretty sure I just did it as a giant view.

A

Obviously you want to make sure only you have access to it, because not everybody needs to see it once you do it that way. You can go to the tickets, not group, and this would be another way and much like any other view. You could also click this and then do the edit tickets and go from there.

A

That's all. There really is to doing the bulk editing. Occasionally there might be something that blocks a ticket from being edited in this way, such as a field that is required as missing in those cases that one will not be processed, but the others will and you'll get an error saying take it couldn't be edited, it might tell you why it might not, in that case, you'd want to click into the ticket.

A

Try to edit the global groups in the ticket itself and that'll tell you what the error is, and you can fix that or, if you're unsure what to do, you can go to the support operations, slack channel and we're more than willing to help you out with that process. I hope this was useful to you and.