Freshservice should allow administrators to bulk update tickets directly from the underlying ticket data returned by a report.
Reporting and Analytics can be used to identify very specific populations of tickets using criteria that may be difficult or impossible to reproduce within the standard Tickets view. Once those tickets are identified, however, there is currently a disconnect between reporting on the data and taking action on the data.
The requested enhancement is to allow agents to select some or all of those tickets and perform standard bulk update actions.
For example:
- Build a report that identifies a specific population of tickets.
- Drill into the report to view the underlying ticket records.
- Select the applicable tickets.
- Choose Bulk Update.
- Apply supported bulk changes to the selected tickets.
Why This Matters
Reports often identify tickets that require operational cleanup, correction, remediation, or administrative changes. Once the report identifies those records, administrators should not have to recreate the same criteria elsewhere simply to take action.
This would create a much more efficient workflow:
Report → Identify → Select → Bulk Update
Rather than:
Report → Identify → Recreate Filters → Find Tickets Again or Search for them → Bulk Update or Update One at a Time.
Requested Enhancement
Add a Bulk Update capability to the underlying ticket data available from Freshservice reports and Analytics.
The feature should respect existing ticket permissions and bulk update permissions, while allowing authorized users to turn reporting insights directly into action.
If a report can identify the tickets, an authorized administrator should be able to act on those tickets.
