Mass Replying Tickets - Online Help | Zoho Desk

Sending Mass Replies to Tickets

In the world of automation, where businesses use every opportunity to reduce manual intervention and get quick, infallible results; customer support teams spending most of their work hours replying to queries can be counter-productive.This can be particularly difficult when a business receives a large volume of tickets. Adhering to the SLA standards can become challenging.

In real-time, there can be various situations when businesses receive queries on a similar topic.
  1. Temporary downtime of an application or service.
  2. Onboarding request for a product
  3. Request for subscription renewals
  4. Request for product brochures
  5. Information on case studies or business use cases from a particular industry.
In all the above scenarios, you are likely to send a similar response to the customers. Instead of replying to their emails individually, agents can send a bulk response. Not only does it save time, it mitigates chances of sharing incorrect information that may occur due to repetitive replies sent for similar enquiries.

Permission Required
Users with administrative privilege can enable Mass Reply for other profiles. 
Check Availability and Limits

Setting permission to send mass replies

Mass reply should be enabled for each department. By default, the administrators have the permission to send mass replies. They can enable it for other profiles as required.
Note: You must enable send email permission before enabling mass reply.
To set permission to send mass reply
  1. Go to Setup () > Users and Control and click Permissions.
  2. Click Profiles.
  3. Select a profile from the list.
  4. Under Tickets Permissions toggle Mass Reply.
    You must enable Send Email to allow Mass replies.

Sending mass replies to tickets

Users who have the permission to send mass reply enabled in their profile can send bulk responses to the tickets. While sending replies, the agents can either type the message or use a template.
Note that, mass reply can be sent only to those tickets that are associated with an email address.
Points to remember
  1. Users can send bulk replies to a maximum of 50 tickets at a given point.
  2. If the last response has secondary contacts or CCs then the bulk response will be sent to them as well.
  3. Mass replies can be sent only through emails.
  4. Tickets received through social handles can be sent mass reply only if the most recent conversation has happened through email.
  5. Mass reply cannot be sent to tickets that are created from the following channels - Community, IM channels like Whatsapp, Facebook Messenger, Telegram etc.
  6. The Mass Reply option will not be displayed in All Departments view.
To send mass reply
  1. Go to the Tickets module.
  2. Select the tickets from the list view.
  3. Click Reply [ ] from the top bar.
    The email window will open.
  4. Type the email content and click Send.

Viewing the email status in the mass reply log

Users who have permission to send mass replies can also view the status of their emails in the Mass Reply log. The emails will be categorized under two groups:
  1. Initiated - Emails that are in queue and are yet to be delivered can be viewed here. For each bulk reply, the date and time the email was sent, the agent name, number of tickets to which the reply was sent, and the department to which the tickets belong will be displayed..
  2. Completed - Emails that have been successfully sent to the recipients will be listed here. In addition to the date and time the email was sent, agent name, department and the status, additional details as to the number of recipients that did not receive the email will also be shown. For eg., the below image shows that only 3 out of 7 recipients received the email.
To view mass reply status
  1. Go to Setup > Data AdministrationBulk Action/Mass Reply Log > click Mass Reply Log.
  2. Click Initiated or Completed tabs.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • Sending Scheduled Reply to Tickets

                                                                                                        While customers expect a quick response from the support executives, it is equally important to ensure the response reaches them at an appropriate time of the day. Reaching out during the operational hours will ensure the email is read, the customer ...
                                                                                                      • FAQs: Ticket Management

                                                                                                        What is a ticket and where does it originate from? Tickets are support requests that are submitted by customers. They contain the support conversations and other important details, such as priority, category, and status, that help agents categorize ...
                                                                                                      • FAQs: Working on Tickets

                                                                                                        What are Tickets Tabs in Zoho Desk? Tickets Tabs in Zoho Desk are designed to organize and provide contextual information about support tickets within the help desk system. These tabs enable users to connect tickets with other standard modules of ...
                                                                                                      • Marking Support Tickets as Spam

                                                                                                        Zoho Desk automatically helps identify spam and suspicious emails to save you from having to delete them manually. It works by finding patterns across messages and learning from what Zoho Desk and Zoho Mail users like you commonly mark as spam. You ...
                                                                                                      • Working with Tickets in the Android App

                                                                                                        The Zoho Desk Android App simplifies the process of resolving customer issues by transforming each concern into a ticket. In order to ensure that no client inquiry is left unaddressed, this user-friendly app allows agents to manage tickets smoothly. ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources