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</style><p><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p><span style="font-size: 11pt;"><strong>- Bulk Updating Tickets </strong></span></p><p><span style="font-size: 11pt;"><strong>- Ticket Symbols</strong></span></p><p><strong><span style="font-size: 11pt;">- Drag and Drop Tickets to Re-assign</span></strong></p><p><br></p></div><p><br></p><p><strong><span style="font-size: 14pt;">Bulk Updating Tickets </span></strong></p><p>To bulk select tickets simply select multiple checkboxes at once when viewing tickets in tile or table view. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkNzQxYTA5LTJhOTctNDIyZC1hOTUyLWZmZDhiODkwYjM0MCJ9.rTYvGOrw3DqZRjAu6uI0NHXmVZlkWGT36EGov_QXQvM" class="fr-fic fr-fil fr-dib" width="1321" style="width: 1323px; height: 493.774px;" height="494"></p><p><strong><span style="font-size: 10pt;">Fig 1. Select multiple tickets in a list</span></strong></p><p><br></p><p>We can now bulk update all selected tickets by hovering over the "Edit" button. Notice the setting "Unflag" is available because we have selected a ticket that is already flagged. If none of the bulk selected tickets had been flagged, then we can mass update them to all be flagged.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiOTBmZDk1LWRjZjItNGI4MC05MThmLTI1NzI2MGJjMGRmZSJ9.bQx0x1hmhYlHo1o6umalwiWlDDx0QYLbTSbTtIJ1YaQ" class="fr-fic fr-fil fr-dib" width="1380" style="width: 1382px; height: 630.961px;" height="631"></p><p><strong><span style="font-size: 10pt;">Fig 2. Bulk edit menu</span></strong></p><p><br></p><p>For more information on bulk updating tickets including how to customise the update menu, see our guide <a href="https://www.usehalo.com/guides/2920" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p><strong><span style="font-size: 14pt;">Ticket Symbols</span></strong></p><p data-pasted="true">When viewing tickets you will notice some symbols against them. </p><p><br></p><p>The Flag acts as a reminder for agents and represents that the ticket has been 'flagged'. Tickets can be flagged by choosing the "Flag" option when selected (this setting is shown later on in this guide).</p><p><br></p><p>You will notice a star symbol against some of the tickets. This represents that the user has been marked as important. The red 'no entry' symbol represents that the user of the ticket has been made inactive</p><p><br></p><p>User's can be marked as important using the permission shown in Figure 3. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNkNjY5YTExLWFlM2MtNGIyNi1hNGVhLTg5ZDcxN2YwZDFmNSJ9.22F89r6SY1gKblXcJd3W6fiYSnU1rbd-sSl7hLldtnM" width="1274" style="width: 1276px; height: 815.09px;" height="815" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 3. Permission to mark user as important</span></strong></p><p><br></p><p>Users can be made inactive from the details tab, shown in Figure 4. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRlODM4MGQyLWY5YTItNGFiNy1hZmI2LTQ1MmUwYWYwOTU0MSJ9.x8xih1Dar86X3xiBfBmQGNeu1v-cewSJ566N0jnYIgE" width="1498" style="width: 1500px; height: 731.354px;" height="731" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 4. Setting to mark user as active/inactive</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Drag and Drop Tickets to Re-assign</span></strong></p><p>When tickets are bulk selected they can be dragged and dropped to re-assign them to another agent/team, as shown in Figure 5.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkZmZmYzVkLWJhN2ItNDQ1Yy05MWVmLTczNmZmMzExNmJhZSJ9.jXPTtfr0vtejpC2gM4sy4Zu_7cKkKD3LlCXGakVZT90" class="fr-fil fr-dib" width="1384" style="width: 1386px; height: 423.789px;" height="424"></p><p><strong><span style="font-size: 10pt;">Fig 5. Drag and Drop to re-assign</span></strong></p><p><br></p><p><br></p></body>
