The Advanced Search Plus Bulk Changes feature allows you to make changes in bulk to the Tickets, Users and Organizations in your Zendesk Support.
When you have installed and activated Advanced Search Plus, this gives you access to the Free Plan of Bulk Changes. The Free Plan allows you to make changes to up to 5 items in one go. To allow unlimited changes, you can subscribe and upgrade from the Free Plan from your Zendesk Admin Center. Refer to Subscribing to Bulk Changes.
In this Article
Using Bulk Changes
Selecting, Entering or Removing the Value
Adding and Removing Tags
Making More than One Change
Applying the Bulk Changes
Using the Bulk Changes Free Plan
Considerations and Fields that Cannot be Changed in Bulk Changes
Fields that Cannot be Changed
Using Bulk Changes
Bulk Changes is accessed from the Advanced Search Plus search.
- Display Advanced Search Plus.
- From the Advanced Search Plus, search for the Tickets, Users or Organizations you want to change. You can search directly or use a Saved Search. Refer to Using Advanced Search Plus and Saving Searches.
- Select one or more of the Tickets, Users or Organizations in the search.
- Click Bulk Changes.
The Bulk Changes displays. - In the Field to change, click Select field to display a list of fields that can be changed. The fields display as relevant for whether you have searched for Tickets, Users or Organization. This shows the Standard Fields and any Custom Fields and only includes the fields that can be changed in Zendesk.
The following are the fields that can be changed for Tickets. You can type the first letter(s) of the field you want to change to locate it. - Click the field you want to select.
- Select or enter the Value.
Selecting, Entering or Removing the Value
The Value you can select or enter depends on the type of field.
The following is an example of changing the Status of selected Tickets. This shows the Statuses that can be selected.
Some fields can be removed. The following example is changing a Custom Field of the selected Tickets. This field can be blank in a Ticket so this also allows you to remove the value in the selected Tickets using Leave empty to remove value.
For date fields, you can use the calendar or type the date directly. To remove a date, leave this set as dd/mm/yyyy,
Adding and Removing Tags
When selecting Add Tags as the Field to change, you can enter a new Tag directly.
To select an existing Tag, type one or more characters to display the existing Tags and then click to select one.
You select the Tags in the same way when using Remove Tags,
You can select more than one Tag to add or remove.
If you add a Tag with more than one word it is added as a single Tag with an underscore replacing the space. If you add a Tag with upper and lower case, this is converted to all lowercase. For example, if you enter "Add Help" this is added as "add_help".
Making More than One Change
When you have made your selection for Field to change and the Value, you can apply more than one change by clicking Add Change and selecting the additional fields and values.
To remove a change selection, click the Remove link next to it.
Applying the Bulk Changes
Click Save to apply the changes. A message displays when the Bulk Changes are processing and when the update has completed.
Using the Bulk Changes Free Plan
If you have not subscribed to Bulk Changes, you can make bulk changes to up to 5 items in one operation. If you select more than 5 items in the search, you cannot continue and the following message is displayed. You can upgrade from the Free Plan to allow unlimited changes from your Zendesk Admin Center. Refer to Subscribing to Bulk Changes.
Considerations and Fields that Cannot be Changed in Bulk Changes
Some changes, such as changing the Organization on a User, may take some time for the change to be visible. You can reload the item to check the change.
Fields that Cannot be Changed
There are certain fields that cannot be changed in Bulk Changes.
Tickets
You cannot change the Standard fields Organization, Subject or Description or a Custom field with the type of Lookup Relationship.
Users
You cannot change the Standard field Role (User Type) or a Custom field with the type of Lookup Relationship.
Organizations
You cannot change the Standard fields Name or External ID or a Custom field with the type of Lookup Relationship.
Closed Tickets
If you have allowed admins to modify specific fields on a closed ticket in your Admin Center Settings, when Closed Tickets have been selected, Bulk Changes will allow changes to any of the fields that are available for Open tickets. There are however certain fields that Zendesk does not allow to be changed on Closed Tickets. When opening a closed ticket, these fields are shown as greyed out.
If you try to change any of the fields that cannot be changed in Bulk Changes, you will see a Zendesk error message (for example "Undefined", "User is attempting to set 11114149357777 to 1234, which does not have a supported protobuf encoder").
If you are changing more than one field and an error is encountered for any of the fields, this will not update any of the fields that would normally be possible to update.