Updating a batch of existing tickets
There can be various situation where tickets of a certain type, belonging to one organisation, or applied of a certain tags, need to be updated. Whether is a reassignment, a broadcasting comment, or simply closing these tickets, updating each ticket one by one can be taxing upon your Zendesk API limits each day.
With Bulk ticket updates action, you will be able to save on your API usage, as well as making your recipes look better more efficient. Here are a few simple steps on how you can do so.
1) Obtain a Tickets List Item Data Pill
The Bulk Ticket Updates action requires a number of TicketID concatenated by commas in order to work. If you'd like to auto-generate a list of those tickets under a specific filter, simply perform a Search Tickets action.
2) Listing tickets in a comma separated format
With its output, you can now use Workato's formula mode to extract its Ticket ID in a comma separated structure. First. Click on the formula mode on beside the field.
Then, simply drag the Tickets data pill from your Search ticket action. The Tickets datapill will be the one accompanied by a List symbol (one with multiple stripes).
Next, we are going to use the .pluck() formula to assist us in getting the Ticket IDs of all of the tickets. Simply copy and paste the following Formula below and place it right after the data pill in the field :
.pluck('TicketID')
It should now look like this :
3) Specify the fields to update
With this, you can now specify the fields that you'd like to update with. In this example, we are closing all tickets that has tag 'completed'.
You have now successfully automated a long, repetitive work in only two simple Workato steps!
