To manage actions on multiple tickets:
Login to your Freshservice for MSPs account.
Go to Tickets > List.
Select two or more tickets to view various actions you can perform on multiple tickets.
Click Pick up to self-assign the selected tickets.
Use the Assign to action for assigning the selected tickets to agent groups or other agents.
Click Bulk update to directly update a group of selected tickets. The Bulk update section is shown on the right pane. Make the necessary changes and click Update.
Click Merge to merge a group of selected tickets. The Merge tickets section is shown on the right pane. Make the necessary changes and click Continue.
Note: In the Merge tickets section, you can include additional tickets apart from the ones selected on the Tickets List page. However, only tickets associated with the same client can be merged from the Tickets List page and Merge tickets section. You can search for other tickets by ‘Contact’, ‘Id’, or ‘Subject’, and you can also mark any specific ticket as the ‘Primary’ ticket.
To close, delete, or mark tickets as spam, click the icon, and select the required option.
