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Search in Fresh Service - doesn't lead to bulk update action

  • October 30, 2023
  • 4 replies
  • 35 views
B
Skilled Expert
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Hi all

Here’s my question which I might bounce over to IDEA if it’s not just me being blind! LMAO

I need to find all the tickets from any time whose Subject Line begins with “new client” and then bulk update their Cat>SubCat>Item to the new value I created recently.

I go to Search and type in “new client” and filter on Tickets as here.

Then I further filter the Requester to my API agent (SMART Sentinel).

So far so good right?

But now what?

There’s no way for me to take a bulk action on these tickets - there’s no way for me to “transfer” the search back to the Ticket View so I can take the bulk action.

The search results are meaningless since there is no action available after “finding” these tickets.

 

PS this is my 3rd attempt to post this banal question 

Best answer by afautley

Hey bryn, 
Same old issues with Bulk update...
 

Can you do it in a workflow? so that when a new ticket gets created with those conditions that it updates the category?

you might even then be able to schedule a workflow every day to run and search all tickets with “new Client” and update if not already updated?

 

But agree Need more with bulk update! please release the chains and set us free!

CYDEF . ca (cyber security through threat hunting)
alyssia.correa
eeha0120
afautley

4 replies

eeha0120
Top Contributor ⭐
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  • eeha0120Top Contributor ⭐
  • Top Contributor ⭐
  • October 31, 2023

Hi.

I noticed all your previous attempts to create a couple of posts; all lead to “We lost you in the Community-verse”. Bad automated moderator? I noticed in one of them you mentioned @alyssia.correa , but not sure if she got it. Just bringing up also @Kamakshi V on this.

 

Going back to your inquiry, it is not banal at all, and it is a terrific Idea. So many times willing to do the same, but haven’t come here to post it.

If you decide to submit it as an Idea, please share it so we could vote on it.

 

Sincerely,

Elvis Henriquez
alyssia.correa
B
C
alyssia.correa
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Hello @eeha0120 - Thanks for flagging me - I am aware of the issue and I have spoken to Bryn already. The reason for the post not getting published is because of certain keywords getting blocked and gets sent for approval from the community moderators. 

While I approved all the posts, I deleted them since they were duplicate and would have caused further confusion.

I apologize for any inconvenience and confusion! Thanks for always notifying us Elvis!

 

best, Ally

Ally, Freshworks Community Manager
eeha0120
B
afautley
Top Contributor ⭐
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  • afautleyTop Contributor ⭐
  • Top Contributor ⭐
  • Answer
  • November 3, 2023

Hey bryn, 
Same old issues with Bulk update...
 

Can you do it in a workflow? so that when a new ticket gets created with those conditions that it updates the category?

you might even then be able to schedule a workflow every day to run and search all tickets with “new Client” and update if not already updated?

 

But agree Need more with bulk update! please release the chains and set us free!

alyssia.correa
B
dd3d3
C
Apprentice
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  • Chuck.B
  • Apprentice
  • June 24, 2025

Hello.  I’m a new user and new to this forum.  I couldn’t create a new chat, but this one is similar to my issue.

How do I search the description of open tickets for a keyword then update the entire result set, either manually or with a scenario (which is still manual).

Thanks,  Chuck

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