Batch actions on Cases
You can apply an action to multiple cases at the same time by using batch case actions, without opening and updating each case individually. You can assign cases, update their status, add a comment, or export selected cases as CSV. The actions available to you depend on your security profile permissions.
Prerequisites
To use batch case actions, your security profile must include the Cases - Cases bulk action permission. Without this permission, the Actions dropdown is not available in the Cases search view. For information about configuring security profiles, see Security profile permissions for Cases.
The following image shows the Cases bulk action permission selected in a security profile.
Batch case actions in the agent workspace
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In the Cases search view, confirm that the Actions dropdown appears. You can assign cases, update status, or add comments. Search for the cases you want to act on.
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From the Actions dropdown, choose Assign cases to assign the selected cases to a user or queue.
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From the Actions dropdown, choose Update status to change the status of the selected cases.
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From the Actions dropdown, choose Add comment to add a comment to the selected cases.
