As your organization grows and evolves, manually updating fields for each ticket can be a tedious and time-consuming process. Freshservice's bulk update feature allows you to save time and effort by updating a field for all tickets simultaneously. In this guide, we'll walk you through the different methods you can use to bulk update a field for all tickets in Freshservice.



Using Bulk Action:
One way to bulk-update tickets in Freshservice is to use the "Bulk Update" action. Here's how:

  1. Go to the ticket list view in Freshservice.
  2. Use the right pane filter to filter the tickets you want to update.
  3. Select the filtered tickets and click Bulk Update.
  4. Enter the field name and value you want to update.
  5. Click Update Tickets to apply the changes.
    Bulk update tickets

    This option can be used when you want to update a subset of ticket fields only once. For example, updating resolution notes and closing tickets.

    Limitations: Only a maximum of 30 tickets can be selected for execution from the ticket list view. Also, you cannot add a private or public note; you have to mention the action every time you choose bulk update.

Using Scenario Automation


Another way to bulk-update tickets in Freshservice is to use scenario automation. Here's how:

  1. Create a scenario automation in Freshservice.
  2. Select the tickets you want to update in the ticket list view.
  3. Choose the scenario automation you want to execute on those tickets.
  4. Click Run Scenario.

This option can be used when you update tickets on a regular basis. For example, assigning the ticket to a group and updating the category.

Limitations: This option also has a limit of 30 tickets that can be selected for execution from the ticket list view.

Using Supervisor Rules

Supervisor rules are self-executing automation that runs every hour and updates the ticket based on the condition mentioned in the rule. Here's how:

  1. Create a supervisor rule in Freshservice.
  2. Specify the condition and action for the rule.
  3. Save the rule.

Limitations: The rule runs only on tickets that were created or updated in the last 30 days. Please refer to our solution article on setting time/event based rules in your service desk for more detailed information.

Using Scheduled Workflows

Similar to workflow automators, scheduled workflows run on a predefined schedule for all records in a given module or based on the conditions specified. Here's how:

  1. Create a scheduled workflow in Freshservice.
  2. Specify the condition and action for the workflow.
  3. Save the workflow.

Limitations: 

  1. Primary (first and default) condition node (default) will not have “Match any/all conditions.” 
  2. Action node for NO condition cannot be configured for the primary condition.
  3. Excluded from execution
    1. Assets in Trash
    2. Tickets Last updated more than 6 months
    3. Closed and resolved tickets
    4. Deleted & Spam tickets
    5. Tickets awaiting approval

Using API

If you want to export all the tickets from the service desk and make use of APIs to update the ticket, you can do so by following these steps:

  1. Export all the tickets from the Freshservice service desk.
  2. Use the Freshservice API to update the ticket field.

If you need assistance with any of these options, please contact Freshservice support at [email protected].