Filtering and bulk-updating tickets – Gravity CX

Ref: A04 · Track: Agent Essentials · Time to complete: ~5 min

Why this matters

Sometimes you have fifteen tickets that all need the same thing — a status change, a reassignment, the same reply. Doing them one by one is a waste of your afternoon. Bulk update does the whole lot in one click.

Filter inside a view

Open a view (see article A03).
At the top of the ticket list there's a filter bar — type a keyword, pick an assignee, pick a status.
The list narrows to matching tickets in real time.

Filtering inside a view is purely visual — it doesn't change the view itself, just what you're seeing right now.

Select tickets

One ticket — click the checkbox on its row.
All visible tickets — click the checkbox in the column header.
Range — click the first ticket's checkbox, hold Shift, click the last.

The selection counter at the top shows how many you've picked.

Bulk update

With tickets selected, new action buttons appear at the top of the list:

Action	What it does
Play	Walks you through the selected tickets one at a time.
Edit	Apply the same change (status, assignee, priority, tags) to all selected tickets at once.
Merge	Combine multiple tickets from the same requester into one (see A14).
Delete	Permanent. Usually disabled for agents.
Mark as spam	Also bans the requester from creating more tickets. Use carefully.

Click Edit, pick your change, type a reply if you want to send one (public or internal), and hit Submit.

⚠️ Zendesk limits bulk-update to 100 tickets at a time on Support. The knowledge base is different — only 30 at a time there.

Customising columns

Different views can show different columns. Click the gear icon on a view to: - Add columns (Priority, Group, Brand, Tags). - Remove ones you don't care about. - Reorder them by dragging.

Changes are saved per-view per-agent — only you see your column layout.

Common bulk actions you'll actually use

"Reassign everything from the out-of-office agent to me" — filter by assignee, select all, bulk edit assignee.
"Mark all these duplicate spam tickets as spam" — select all, mark as spam.
"Same macro reply to every ticket about the outage" — filter by the outage tag, select all, edit with macro.
"Bump these pending tickets to solved" — select all pending > 14 days, edit status to Solved.

Quick check — have you got this?

You select 120 tickets to bulk-update. What happens?
You filter the view to "assignee: John" and bulk-assign to yourself. Does the view's underlying filter change?
A teammate says your view doesn't show the Priority column. Whose fault is that?

Answers

- Zendesk caps bulk-update at 100 tickets. Split it into two batches. - No. Filtering inside a view is a per-session visual filter; the view definition is untouched. - Nobody's. Column layout is personal. Your teammate sees their own columns.

A03 — Your views
A11 — Using macros to reply faster
A14 — Merging duplicate tickets and merging users