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How to manage multiple tickets at once?
You can select multiple Helpdesk tickets to manage them together.
In the Console, go to the Helpdesk page.
Use the checkboxes on the left to select the tickets that you want to manage.
You can
Add filters to select only a set of tickets or even
Select all tickets.
Mark as read - Clear the notification (exclamation mark) from the Updated field and acknowledge the change in the ticket.
Mark as unread - Mark the ticket as having some content change that you should investigate. This is highlighted by an exclamation mark in the Updated column. The Updated column also serves as a notification for agents so that they see when the content of a ticket has changed. This is an agent-specific notification, meaning that if an agent views the ticket, its Updated status will only change for that specific agent. Other agents will still see the ticket as unread.
Note:New tickets that end users create from an email or from Microsoft Teams are initially marked as unread.
Delete tickets - Remove the selected tickets from your helpdesk service. If there is a network issue during deletion, the selected tickets are reverted to their original status.