Mass Processing

Usage

Support Desk questions lists allow mass processing of questions – thus you can perform a certain action for a number of questions simultaneously. The following actions are available for mass processing:

• Replying (giving the same reply to several questions);

• Adding a note (adding the same note to several questions);

• Moving (moving a number of questions to the same product and/or area);

• Reassigning (transferring several questions to one assignee);

• Linking (associating several questions with one question);

• Closing (changing the questions’ status to Closed);

• Deleting (permanent deleting of the selected questions);

Mass processing is a useful tool for handling large quantities of similar questions.

Path

Any questions list

Procedure

In a questions list, mark all the questions you would like to mass-process by using checkboxes located to the left of each question in the list. To batch select/deselect all questions currently displayed in the list, use the checkbox at the top.

Having marked all the required questions, click the button that corresponds to the action you would like to perform.

Next: Replying to Questions