Mass Ticket Transfer

Index

1. Objective
2. How to Set Up
3. How to Use

Objective

Allow agents using Blip Desk to transfer their tickets in bulk.

How to Set Up

The manager must first enable the "Transfer Ticket in Service" option under General Settings.

More details about this option can be found here.

Next, to enable bulk transfer, the manager must grant the agent permission by going to Agents, selecting the agent, and enabling the "Transfer multiple tickets at the same time" option.

When the toggle is enabled, the user will see a success message.

How to Use

In the Web Desk, if the agent has the permission enabled, they will see an icon in the left sidebar called "Bulk Actions."

When clicking on this icon, the agent will be redirected to a new screen, where they will see the list of tickets assigned to them, along with some fields.

There will be a filter to list the tickets according to the bot the customer is interacting with.

It is possible to select tickets in two ways:

Clicking on each ticket within the checkbox.

Selecting a bot in the filter and clicking Select All.

It is only possible to transfer tickets from the same bot at once. In cases where the agent works with multiple bots, they will need to repeat the process for the other bots.

After selection, it is possible to decide whether the ticket will be transferred to a queue.

Alternatively, the ticket can be transferred to another agent.

Just click on Transfer and the tickets will be transferred automatically.

For more information, visit the discussion on this topic in our community or the videos on our channel. 😃