Use Agent Bulk Actions on Multiple Tickets

This guide walks through selecting tickets and applying Assign/Unassign, Status, Priority, Add Label, Remove Label, or Close while respecting department authorization.

Where this fits in QC Support Ticket

The Agent Queue is a frontend support workspace, not a shortcut around permissions. Every ticket action is checked against the Agent’s active QCST record and Department scope on the server, including assignment, replies, status/priority changes, attachments, bulk actions, and advanced ticket operations.

Primary location: QC Support Ticket frontend Agent Queue.

Before you begin

  • Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.

How to do it

  1. In Agent Queue, filter the list until you can clearly identify the intended group of tickets.
  2. Select the tickets with the row checkboxes. Do not use bulk actions on a mixed set you have not reviewed.
  3. Choose the bulk action: Assign/Unassign, Status, Priority, Add Label, Remove Label, or Close.
  4. Choose the target value/reason where required and submit.
  5. Review the result count and spot-check several affected tickets. QCST still checks Department authorization ticket by ticket; a bulk form is not a scope bypass.

Important behavior and limits

  • Bulk actions do not bypass per-ticket Department authorization; QCST validates each affected record.

Verify the result

  • The test Agent can open the Agent Queue and see allowed-Department tickets.
  • The same Agent is denied or does not receive tickets outside the configured Department scope.

Bulk actions must be valid for every selected ticket

A bulk selection can span tickets with different current Status, assignment or Department scope. QCST must authorize the requested action for the records involved; one incompatible or out-of-scope ticket can make the operation fail or require a narrower selection. Test the intended change on one ticket first when diagnosing a bulk-action problem.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.