Option to bulk reply

[Meris]

I'm sure this question has been asked before, but is there an option to Bulk Reply in OTRS?

We often get similar question and it would save a lot of time if we could help these costumers with one email.
We currently do work with standard responses but this requires us to open each mail and repeat the same action each time.

[ferrosti]

In most cases this should be done by merging these tickets to one (since its content seems related in case you can reply using the same answer). After merging reply to it.

[Meris]

Would this not only be possible when the merged ticket have the same recipient?
In this case it's usually multiple recipients with similar questions. Would merging not give them an unrecognisable ticket or make them lose their ticket reference?

[yuri0001]

You may create an external note as a bulk action and notification about it (note). All customers will have to get the message about it, i think.

[Meris]

I actually tested it and customers do not receive this note unfortunately. I previously thought this was the way to bulk reply but unfortunately it does not work.

[yuri0001]

Yes, message visible only in customer web-interface
News:
Edit Notification -> Notification article type: email-notification-ext
Event: ArticleCreate
Result:
Notification is sent from the system and obtain by the client

[simonsi]

My technique for this is to:

• create a work queue
  setup an event notification for this queue on queue update
  move required tickets into the queue using the generic agent
  >notification gets sent to the customers
  move the tickets back or elsewhere as required