Bulk Actions

Update status, priority, assignee, send a reply, or apply a canned response to many tickets at once.

When you need to act on a queue rather than a single ticket — closing a batch of stale tickets, reassigning a teammate's load before vacation, sending the same status update to dozens of customers affected by an incident — bulk actions let you do it in one operation.

Selecting Tickets

Open the tickets list at Support > Tickets
Apply filters or load a saved view to narrow the list
Click the checkbox at the left of each row, or the header checkbox to select the entire visible page
The bulk action bar appears at the bottom of the screen

The bar shows how many tickets are selected and the available actions.

Available Actions

Action	What It Does	Permission
Set Status	Change status for all selected tickets	Agent
Set Priority	Change priority for all selected tickets	Agent
Set Assignee	Reassign all selected tickets to one agent	Agent
Reply to all	Send the same reply to every selected ticket's customer	Agent
Apply canned response	Insert a canned response into every selected ticket	Agent
Archive	Soft-delete the selected tickets	Admin

Click X at the right of the bar to clear the selection.

Bulk Reply

The most common use of bulk reply is sending an incident status update — "we're aware of the issue, working on a fix" — to every affected customer in one go.

Select the tickets you want to reply to
Click Reply to all in the bulk action bar
Compose the reply in the dialog
Click Send to N tickets

Each ticket gets its own comment with your message, and each customer receives a personalized email. Variables like {{customer_name}} and {{ticket_id}} are filled in per ticket.

Bulk replies cannot be undone. Each ticket gets a real comment and a real email — no draft state. Double-check your selection and message before sending.

Bulk Canned Response

If you have a canned response that fits many tickets — a "we need more information" template, a "thanks for reporting, fixed in v2.3" template — apply it to all of them at once:

Select the tickets
Click Apply canned response in the bulk action bar
Choose a canned response from the dropdown
Preview the rendered text (with variables filled in for the first selected ticket)
Click Apply to N tickets

Each ticket receives the canned response as a customer-visible reply, with variables substituted per ticket.

Limits

100 tickets per operation. If you select more, the bulk bar caps the operation at 100. Run the action again for the remaining tickets.
25 tickets per email batch. Bulk reply and bulk canned response chunk delivery to 25 tickets at a time to stay within email-provider rate limits. The full 100 still complete; it just takes a few seconds.
Idempotency. Each ticket gets exactly one comment and one email per bulk operation, even if the network hiccups mid-send.

Tips

Filter first, select second. A focused list makes the wrong-selection mistake much less likely.
Preview your message. The preview shows the rendered template with variables filled in — read it before clicking Send.
Use saved views for recurring batches. "Tickets affected by incident #42" or "Tickets older than 30 days" become reusable starting points.
Don't bulk-resolve without a reply. Use bulk canned response for "we believe this is fixed; please reply if it isn't" — gives the customer a chance to push back.

Next Steps

Tickets — Single-ticket workflow
Canned Responses — Save the templates you use most
Saved Views — Build the lists you bulk-act on