Bulk actions in help desk refer to the ability to perform actions on multiple tickets at once. This feature is particularly useful when you need to update chat stage, assign labels and assign team/staff to a large number of tickets simultaneously.

In help desk tickets, assigning labels can help categorise and organise ticket interactions based on different criteria such as product discovery, refunds, product information, and CTWA. Overall, assigning labels in helpdesk chats helps streamline chat management, improve organisation, and enable better tracking and follow-up on customer interactions.

Follow these steps to assign a label:

1. Access the "Helpdesk" section in the BIK dashboard.

2. Select one or multiple tickets to which you want to assign a label.

3. Use “Assign label” icon

4. Choose the label(s) you want to assign.

5. Click the 'Save' button to assign the label(s) to the tickets.

6. The labels will be successfully assigned to the selected tickets.

In help desk, the chat stage refers to the current status or phase of a chat interaction between a customer and staff/team. It helps track where the chat is in the overall process and indicates what actions need to be taken next.

Follow these steps to perform a bulk action on the chat stage:

1. Navigate to the "Helpdesk" section in the BIK dashboard.

2. Select one or multiple tickets that you wish to update in bulk.

3. Utilise the "Chat stage" option to update the ticket stages.

4. Select the desired chat stage based on your requirements.

5. The tickets stage will be successfully updated.

"Assign to" is a feature in CRM systems that allows users to allocate tickets to specific teams or staff within an organisation. By selecting multiple tickets and assigning them in bulk, users can save time and ensure that responsibilities are clearly defined across the team or organisation.

To assign teams or staff in bulk, follow these steps:

1. Access the "Helpdesk" section in the BIK dashboard.

2. Select one or multiple tickets to which you want to assign team or staff in bulk.

3. Use the “Assign to” icon to select the team or staff.

4. Select the team or staff to successfully assign them to the selected tickets.

5. Alternatively, you can also mark it as unassigned by clicking the "Mark as unassigned" button.

1) How do I select multiple tickets for bulk actions?

You can typically select multiple items by checking a checkbox next to each item or using a select all option.

2) Are there any restrictions on which tickets can be included in a bulk action?
Bulk actions are available only for open and intermediate-stage tickets. You cannot perform bulk actions on closed-stage tickets.

3) Can I undo a bulk action once it has been performed?
You cannot undo actions performed in bulk. However, you can navigate to the respective chat and undo the actions individually.

4) Is there a limit to the number of tickets I can select for bulk actions?
No, you can select multiple tickets as needed. There are no restrictions on selecting tickets to perform bulk actions.

4) Is there a limit to the number of labels I can assign in bulk?
There is no limit to the number of labels that can be assigned in bulk. You can select all available labels for bulk action.

For further assistance or to raise feature requests related to bulk action, please contact [email protected]