How to Manage or Categorize Tickets in Bulk
You can categorize multiple tickets based on their severity, stage, and nature with the help of predefined sections right within your inbox, allowing you and your agents to handle more important tickets first. You can also move multiple tickets between inboxes so that the right agent can get working on them instantly. Tickets can be categorized according to ‘Priority,’ ‘Labels,’ ‘Status,’ and ‘Inboxes.’
Benefits of managing tickets in bulk:
- Manage multiple tickets quickly
- Move tickets between inboxes instantly
- Enable your agents in prioritizing important tickets
- Reduce ticket resolution time
- Deliver delightful support to your customers
In this article, you’ll learn:
- How to assign or change ticket priority
- How to add or remove labels from tickets
- How to change the status of tickets
- How to move tickets to another inbox
Your Help Desk inbox displays all the categories at the top. These categories become active when you select one or more tickets, as highlighted in the screenshot below. You can then assign different categories to the selected tickets.
Tickets can be of low, normal, or high priority, depending on how critical a ticket is. ‘Normal’ is the default priority. To assign or change the priority of a ticket, select your desired priority from the ‘Priority’ dropdown menu.
Select the tickets you want to apply the labels to and then select the required label(s) from the ‘Labels’ dropdown menu, and click ‘Apply.’
Click ‘Create New,’ in case you would like to create a new label.
Give a name to the label in the following popup and submit.
To edit or delete labels, click ‘Manage.’
Access more label options to edit or delete the label you want. You can also create a new label by clicking ‘+New Label.’
Status indicates the stage of a ticket from open to close. A ticket can have one of the following statuses: New, Open, Closed, Pending, Hold, Sent, and Overdue. However, you can only ‘Close’ the tickets from the ‘Status’ dropdown.
Simply click the ‘Inboxes’ dropdown menu and select the inbox where you want to move the selected tickets. It’s done!