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.
   

Setting permission to send mass replies

Note: You must enable send email permission before enabling mass reply.

1. Go to Setup > User Management > Profiles.
2. Select a profile from the list.
3. Under Tickets Permissions toggle Mass Reply.
   You must enable Send Email to allow Mass replies.
   

Sending mass replies to tickets

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.
   

Using email template and snippets in Mass reply

1. Go to the Tickets module. 
2. Select the desired tickets from the list view. 
3. Click Reply []  from the top bar.
   The email window will open. 
4. In the Email Editor, choose Snippets or Templates. 
   
5. For snippets, select View All Snippets.
   All the available snippets will be displayed. Users can create a snippet too, if required. 
   
6. Select the desired snippet. 
7. Review the email content and click Send.
8. For templates, select the desired templates from the available list.
   
9. Review the email content and click Send.

Viewing the email status in the mass reply log

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.
   

1. Go to Setup > Data Administration > Bulk Action Log > Mass Reply Log.
2. Click Initiated or Completed tabs.