Bulk Reply

Bulk Reply allows agents to send the same response to multiple tickets simultaneously without opening each ticket individually. Although the message is sent in bulk, every customer receives a separate, private reply on their own ticket.

Each reply is recorded in the corresponding ticket’s conversation, making Bulk Reply ideal for responding to common questions, service updates, or announcements.

Using Bulk Reply

1. Open the Tickets list.
2. Select one or more tickets using the checkboxes.
3. Click Bulk Reply from the action bar.
4. Compose your reply in the editor.
5. Optionally attach one or more files.
6. Click Send Reply (for one ticket) or Send to N Tickets (for multiple tickets).

How Replies are Sent

For every selected ticket, Helpdesk sends the reply to the person who created that ticket.

Each customer receives an individual email, and the reply is automatically added to the conversation history of the corresponding ticket.

After the operation completes, Helpdesk displays a confirmation message showing how many tickets were successfully updated.

Automatic Email Signature

Your personal email signature is automatically inserted into the reply editor whenever Bulk Reply is opened.

The cursor is positioned above the signature so you can start typing immediately without modifying the signature manually.

If you update your email signature in your profile settings, the new signature will automatically be used for future bulk replies.

Adding Attachments

Bulk Reply supports sending the same attachment with every selected ticket.

1. Click the Attachment (paperclip) icon in the editor toolbar.
2. Select one or more files to upload.
3. Uploaded files appear below the editor.
4. Click the ✕ icon to remove an attachment before sending.

Every attachment is included with each outgoing reply and is also stored in the corresponding ticket’s attachment history.

Draft Management

Bulk Reply automatically saves your work while the reply window is open.

• If you close the window before sending, your message and uploaded attachments are preserved.
• The draft is cleared automatically after sending the reply.
• Clicking Discard removes the saved draft without sending any messages.

Things to Know

• Each customer receives a private reply.
• Recipients cannot see other customers who received the same response.
• The reply is added to each ticket’s conversation history.
• Attachments are copied to every selected ticket.
• The same feature can also be used for replying to a single ticket.

Frequently Asked Questions

Does the customer know the message was sent using Bulk Reply?

No. Every customer receives a normal individual reply on their own ticket.

Can Bulk Reply be used for only one ticket?

Yes. When a single ticket is selected, the action changes to Send Reply and behaves like a normal ticket reply.

Who receives the reply?

For every selected ticket, the reply is sent to the person who created that ticket according to your configured email settings. A copy is also stored in the ticket’s conversation history.

Best Practices

• Use Bulk Reply for common updates that apply to multiple customers.
• Review the selected tickets before sending to ensure the reply is relevant to all recipients.
• Include attachments only when they are applicable to every selected ticket.
• Verify your email signature before sending important announcements.
• Wait until all attachments finish uploading before sending the reply.