When working in Zoho Desk, you may come across the need to perform mass or bulk actions for a ticket. If you want to update lesser number of tickets, then you can choose to perform mass actions. However, when you want to update more than 50 tickets in a list at once, bulk actions are the best option. 

For instance, you're responsible for managing a ticket list, and you're planning to take a vacation next week. To ensure a smooth transition, you need to reassign over 100 tickets to your colleague. While you could increase the number of tickets displayed on a list view to 50 and handle them in smaller groups, Zoho Desk offers a more streamlined solution. With bulk actions you can easily reassign 100 tickets instantly.

Some key benefits of using mass and bulk actions in Zoho Desk

1. Efficiency: Mass and bulk actions are ideal when you need to modify a moderate or large number of records, making it more efficient than manual updates. 
2. Consistency: Mass and bulk actions ensure that all selected records receive the same changes, maintaining data consistency.
3. Streamlined workflow: They allow you to streamline your processes by applying changes to multiple records at once.

Bulk and Mass actions are available only for the Tickets module. 

 Zoho Desk allows you to perform the following bulk and mass actions on tickets.

1. Assign To - Assign multiple tickets to a specific agent or team at once.
2. Update - Make updates or changes to multiple tickets simultaneously.
3. Close - Close several tickets simultaneously, which is particularly useful when handling a large number of resolved issues.
4. Delete - Delete multiple tickets at once, simplifying the process of removing irrelevant or redundant tickets.
   
5. Mark as Spam - Flag multiple tickets as spam to filter out unwanted or irrelevant tickets.
6. Merge - Merge multiple tickets into a single ticket, consolidating related information.
7. Macro - Apply macros to multiple tickets to automate common responses or actions.
8. Revoke Blueprint - Revoke the blueprint from the selected tickets. 
   
9. Update Resolution - Update resolution for multiple tickets at once, which is particularly useful when updating the same issue resolution for multiple tickets. Note that if a ticket already has a resolution and a user attempts to update it via mass action, the existing resolution will be replaced with the new one.
   

Note

1. It's important to note that even if some of the selected tickets are not associated with a blueprint, the revoke blueprint option will still be available, and it will work on the selected tickets.
2. In the ticket module, when you select all the tickets, you'll see "Bulk Actions." From there, you can choose revoke blueprint to remove blueprint from multiple tickets. It takes a while to revoke the blueprint, you can check the status in the bulk action log. Also the user who initiates the revoke blueprint action is sent an email notification upon completion. 
   
   
   
3. In the ticket detail view, for tickets that have a blueprint applied, you can find the revoke blueprint option under More. Additionally, in the left view, you can see more options icon, which also provide access to the revoke blueprint action.
   
   
4. You can search for selected tickets and revoke blueprint only for those tickets. 

To perform mass or bulk actions 

1. Log into your Zoho Desk account.
2. Go to the Tickets module.
3. In the left pane, select the desired ticket view. 
4. Select the desired tickets in the list view to perform mass actions.
5. Check the blank square shown at the top of the page to select all tickets on the current page (max. 50) to perform bulk actions.
   
   
6. Once all the tickets in the list view are selected, select a specific bulk action.
   
   
7. Click Continue to confirm your action. 

Once initiated, the bulk action will be scheduled for execution either immediately or after the previously queued up actions are completed.

Points to Remember

1. Here are some key points to keep in mind before you initiate bulk actions on tickets.
   
2. Performing bulk actions will take a few minutes to a couple of hours, depending on the number of tickets.
   
3. Bulk action initiators and administrators will receive email notifications with status once a bulk action process is complete.
   
4. You can initiate a maximum of 11 bulk actions at once, where one of them is in process, and the others (10) are in the queue.
   
5. Bulk actions are available only when there are more than 50 tickets in a list view.
   
6. Only one bulk action is permitted to run at a time, per view. However, you can initiate bulk action on multiple views, and such actions will be queued for execution.
   
7. Bulk actions cannot be initiated on the following ticket list views:
   
8. Spam Tickets
   
9. Shared Open Tickets
   
10. Shared Tickets
    
11. Blueprint Views [All Blueprint related views]
    
12. Archived Views [All archived ticket views]
    
13. Bulk actions are not available on the All Departments view.
    
14. Move option is available only for bulk actions, and you must have more than one department to view this option.
    
15. You must have the requisite profile permissions to perform the different operations available under bulk actions, such as closing tickets. 
    
16. Bulk Action processes are limited to executing 2 lakh (200,000) records per scheduler run.

Bulk Actions Log