Saved Bulk Actions documentation

Requirements

• A Freshservice account and the ability to install a Marketplace or custom application in it.
• A Freshservice API key belonging to an agent whose permissions allow updating the tickets you intend to change. Every change runs with this agent's permissions, whoever opens the application, so use an agent whose ticket access you are willing to share with everyone who can open it.
• The fields you intend to write must be writable through the Freshservice API in your account.

Configuration

The application asks for three installation parameters: your Freshservice subdomain, a Freshservice API key and the email addresses of the agents allowed to run bulk updates. The API key is stored as a Freshworks secure installation parameter: the platform attaches it to outbound request headers and it is never exposed to the browser. If the list of allowed agents is empty, nobody can run a bulk update.

The allowed-agents list decides who gets the write actions in the application: bulk updates, undo, preset changes and deleting job records. It is a workflow safeguard, not a security boundary. A Freshworks server function receives the installation settings but not a verified caller, and the agent email it checks comes from the browser, so a modified request could claim a listed email. What such a request can change is still limited by the API key's Freshservice permissions, the 2,000-ticket job cap and the recorded original values that let you undo a job.

How a job works

• Choose a workspace, statuses and other properties, an agent, group or tags if you need them, and a date field and range. The application counts every matching ticket; one job can hold up to 2,000.
• Dry-run the change to see current and proposed values, by name, for a sample of tickets without writing anything.
• Prepare the job and confirm by typing EXECUTE. Each ticket is updated with its own request, paced under the platform limit; its previous values are stored first.
• Watch the progress and the estimated time left. Pause at any time and run again to continue. If the tab closes, the application offers to continue the unfinished job when you open it again.
• Download the audit CSV, undo the job from the result screen, or delete the job's stored records.

Limits you should know

• Freshworks limits an application to 50 requests per minute per installation, and those requests also count against your account's API limit. The application paces itself below that, so large jobs take time; the run shows an estimate of the time left.
• One job can hold up to 2,000 tickets. For more, narrow the date range and run it again, or save it as a preset.
• One job can run at a time per account.
• Updates behave like manual edits: your automations and email notifications will fire.
• Nested category fields are not supported yet.

Troubleshooting

• Authentication failures are almost always a wrong subdomain or an API key belonging to an agent without update permission.
• If tickets fail with a mandatory-field error, the error text is shown in the result screen and in the audit CSV; add the missing field to the change and run a new job for those tickets.
• If a job stops early, open the application again and choose Continue on the unfinished-job banner; it resumes from its recorded position.