Batch ticket actions and CSV export

IT Support agents can apply one action to several tickets from Queue. The action bar works on the selected tickets, including selections currently hidden by a search or scope change. Review its selected count carefully: choosing a dropdown value or Dispatch applies the action immediately, without a second confirmation dialog.

Build and inspect a selection

Open Queue and choose the scope and search that show the intended work.
Tick a card's checkbox. The action bar appears with [number] selected.
Tick additional cards, or Shift-click a checkbox to add the range from the previous checkbox to this one in the current visible order.
Use a status group's checkbox to select all matching tickets in that group. When all are selected, clicking it again deselects that group. Expand Completed before selecting its group.
Check the selected count before acting. Search, scope changes, collapsing Completed and completed actions do not automatically clear selected ticket IDs. A selected card can move to another group and remain selected.
To start over, select Clear. Escape also clears selection when another panel or editable control does not handle Escape first.

Outside editable controls, j/k move queue focus and x toggles the focused ticket. Selection is page state; it is not a permanent saved list. Changing filters can intentionally accumulate a selection across groups, but do not assume only the currently visible cards will be changed. Clear before building a different batch.

Assign or dispatch

Select the intended tickets and review the count.
Under Assign to…, choose a human IT colleague, Nobody, Any assistant, or a named enabled front-line assistant when offered.
The selection applies immediately. Wait for the outcome before performing another action.
Read the number changed and each skipped ticket's reason.

Dispatch to [assistant name / any assistant] gives tickets to eligible front-line assistants and starts their conversations; it is an assignment action, not a preview. With several assistants, Or to one… targets a named assistant immediately. Any assistant chooses by System preferences first and then turn order. Bulk assistant work is started at a paced rate, approximately one ticket per second, rather than promising simultaneous replies.

Completed tickets and tickets with missing directory requesters are skipped for assistant assignment. A ticket already held by the requested assistant may also be skipped. Reopen or repair the underlying issue before retrying only the affected work. Human assignment is restricted to IT Support. Choosing Nobody clears a human assignee and assistant ownership; it does not delete the ticket.

Set status or priority

Select the correct tickets.
Choose a value from Set status… or Set priority….
Wait for the outcome; the value is applied when selected.
Review each skipped entry. Tickets already at the target value may be skipped as unchanged.

Completed uses the same required-field checks as an individual agent edit. A batch can partially succeed: eligible tickets change while others remain unchanged. Open skipped ticket links, correct the missing fields or other issue and retry deliberately. Do not assume Nothing changed applies to an earlier successful batch; read the result of the current action.

Add the same internal note

With tickets selected, choose Add note.
Write the shared handover in Note for IT.
Decide whether to tick Let [assistant / the assistants] read this. Leaving it unticked excludes the note from assistant context.
Check the count on Add to [number] tickets, then select it.
Confirm the outcome and skipped reasons.

Each successful ticket receives its own IT-only note. Employees do not receive a public reply. The batch note composer is text-only; attach any necessary pictures individually on the relevant tickets. Cancel closes the unsent note editor. Successful actions do not clear the selection; use Clear before switching to unrelated work.

Export selected tickets

Select the intended records and review the count, including hidden selections.
Select Export CSV.
Save the browser download, named empeiro-tickets-YYYY-MM-DD.csv using the download's UTC date.
Check that the row count and selected tickets match your intended export.

The export reflects the ticket summaries currently loaded in the queue. Columns are Ticket, Title, Status, Priority, System, Department, Issue logged by, Assigned to, Looped in, Date reported and Last activity. Assistant-held tickets name the assistant in Assigned to. The CSV does not contain complete conversation transcripts, internal notes, pictures, detailed descriptions or resolution text; it is not a full backup. Treat downloaded names and ticket titles as organizational data and store the file appropriately.

Recover from partial results

The outcome distinguishes changes from skips and links each skipped ticket with its reason. Common reasons include already assigned, already at that status, unavailable assistant, missing requester, completion requirements or a ticket that no longer exists. Correct the cause, clear/rebuild the selection if necessary and retry the intended subset. If an entire request fails before a result is returned, inspect affected tickets before retrying; a network error alone does not prove that the server performed no work.

For individual handling, see Working the ticket queue. For field requirements and assistant-selection policy, see Rules and ticket classifications.