Freshdesk Bulk Ticket Reassigner

WHAT IT DOES

Freshdesk Bulk Ticket Reassigner solves a common support workflow challenge: reassigning multiple Freshdesk tickets to a different agent is tedious when done one at a time. While Freshdesk allows individual ticket editing, there is no native way to reassign many tickets simultaneously. This tool reads your current Freshdesk ticket list or view page, detects all visible tickets, and displays them in a scrollable checklist with ticket IDs, subjects, current statuses, and current assignees. You select the tickets you want to reassign, choose a target agent from a dropdown that detects all available agents in your Freshdesk account, and optionally add a note that will be added to each ticket. The tool then processes each selected ticket sequentially through Freshdesk's REST API, updating the assignee while preserving all other ticket data. A preview shows your selection before reassigning, and progress tracking shows each ticket as it's processed.

WHERE IT RUNS

This extension panel runs directly inside your browser as an overlay on any Freshdesk ticket list or view page. It works on ticket views, queues, and search results. The tool detects tickets from the page's DOM and uses Freshdesk's official API (via GM_xmlhttpRequest) for reassignment. It requires no additional API keys beyond your existing authenticated session — the tool extracts your API key from the page.

HOW TO USE

After installing the BotGentz extension and activating Freshdesk Bulk Ticket Reassigner, navigate to any Freshdesk ticket list or view page. Click the extension icon in your browser toolbar to open the panel. The tool automatically detects all tickets displayed on the current page. Each ticket appears with its ID, subject, current status, and current assignee alongside a checkbox. Use the "Select All" toggle or individually check tickets. Next, choose a target agent from the dropdown — the tool detects all agents available in your Freshdesk account. Optionally, enable the "Add note to tickets" toggle and enter a note to be added to each ticket during reassignment. The preview section shows how many tickets are selected, the target agent, and the note if provided. Finally, click "Reassign Tickets." The tool processes each ticket with a 500ms delay, showing progress as each ticket is reassigned. A notification appears when all tickets are processed.

TECHNICAL OPERATION — Freshdesk REST API Ticket Reassignment with Optional Notes

This tool uses Freshdesk's REST API to perform reassignments reliably. It first extracts the user's API key and subdomain from the page (using regex to find `api_key` in scripts or meta tags), then constructs a PUT request to `/api/v2/tickets/{ticketId}` with a payload containing the `responder_id` of the target agent. When the note toggle is enabled, the tool includes a `notes` field with the user's message, preserving the full ticket history. The API approach is more reliable than DOM-based simulation because it works independently of Freshdesk's UI structure, supports proper error handling with HTTP status codes, and can handle large numbers of tickets efficiently without triggering UI event delays. A 500ms delay between updates prevents rate limiting and API congestion. The tool includes ticket status information in the display for better context.

THE PANEL

The extension panel is fully draggable and remembers its position per site session. It snaps to the nearest edge of the browser viewport when dragged within 50 pixels of any side. You can collapse the panel to a compact title bar using the minimize button, preserving your selection state. The panel resizes vertically by dragging the bottom edge. Press the Escape key to close the panel instantly without losing your ticket selection. The preview updates in real-time as you select tickets, choose agents, or add notes.

PLEASE NOTE

This tool requires the free BotGentz extension to function. The script uses Freshdesk's REST API and requires your session to be authenticated. It does not store, transmit, or log any ticket data, assignment information, or user activity. All API requests are made locally from your browser session. The tool relies on extracting your API key from the page, which may expire if your session times out. Freshdesk may update its DOM structure over time, which could affect ticket detection; we monitor and release compatibility updates as needed. Reassignments are permanent — review the preview carefully before confirming. Adding notes to tickets will create internal notes visible to agents. Export formats include CSV and JSON for maximum compatibility with analysis tools.