Searching, filtering, and bulk actions

Ticket lists and search functions support selecting multiple tickets and processing them together.

Overview

This page explains how to use Searching, filtering, and bulk actions and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Find tickets using available search criteria. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

2. Use list fields and search areas. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

3. Select multiple tickets. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

4. Run an allowed bulk action. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

5. Check the results and errors of the bulk action. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

• Visible menu items and actions depend on the signed-in agent’s group and program permissions.

• Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

• After making changes, test at least one realistic use case with a user in the affected role.