Bulk Resolve Tickets and Actions

As part of the November 2025 Feature Wave, we are introducing the ability for agents to bulk resolve Tickets and Actions via their Homepage Grids. This is extremely useful for agents in instances where spam emails have created multiple Tickets that are now taking up view space in your Homepage Grid.

Homepage grid with resolve option shown

How to use Bulk Resolve

The steps to bulk resolve multiple Tickets in your Homepage Grid are as follows:

• Select which Tickets / Actions you want to resolve, up to 50 items*. *If you select more than this, you’ll get a message asking you to deselect some before continuing.

• Once you start to select items, the bulk activity options will show at the top of the grid. Click on the ‘Resolve’ button and choose from the Resolution Method Options (This will be applied to all work items being resolved).

• Upon choosing the resolution method and clicking Resolve, the selected Tickets/Actions will automatically be marked as resolved and will be removed from the grid.

Important Points:

• You cannot select Cases to be bulk resolved.

• You can’t resolve Ticket or Actions that have checklists or mandatory fields that have not been completed.

• You can only bulk resolve Tickets and Actions that are in a state of To Do, In Progress or Wait.

• If you select a Work Item that is already in the status of Resolved, a warning message will appear stating that the ticket is already resolved, can’t be resolved again and will be skipped by the system when it resolves the rest of the Tickets you have selected.

• Similarly, if you select a Ticket to resolve that is in the status of Draft, a warning message will appear alerting you that the Ticket cannot be resolved and will be skipped by the system when resolving the rest of the Tickets you have selected.

What are the Resolution Methods?

Tickets: When bulk resolving Tickets, you will be able to choose from four resolution method options, that will be displayed to you in alphabetical order.

• No Customer Response (This will be the default option)

• Rejected

• Rejected as Spam

• With Custom Response

Actions: If you are bulk resolving Actions you will only have one default resolution method which is Complete.

Bulk Resolve Resolution Methods

Can I bulk delete Tickets and Actions that other users can see?

Yes. You will be able to bulk delete Tickets and Actions from all the inboxes that you can access on your Homepage Grid. These are

• Work Inbox

• Team Work Inbox

• Owned Work Inbox

• My Team's Owned Work

Can I add a comment when bulk resolving Tickets and Actions?

Tickets: Yes - You have the option of adding a single comment that will be applied to all selected Tickets if you choose the No Customer Response, Rejected or Rejected as Spam Resolution Methods. If you choose the With Customer Response Resolution Method, you MUST provide a comment before being able to resolve the Tickets.

Actions: No - You will not be able to add a resolution comment when bulk resolving Actions.

What Tickets can't I bulk resolve?

You cannot resolve:

• Tickets that are parents of split Tickets

• Tickets that have been converted into a Case

This is because these types of Tickets can only be resolved by the completion of their child Work Items. If you select one of these types of Tickets a warning message will be displayed alerting you that these Tickets cannot be resolved in this way, and they will be skipped by the system when it resolves the rest of the Tickets that you have selected.