Product area: Support (Agent Workspace) — Ticket views and bulk actions

Feature Request Summary

It would be very helpful to have an admin setting that controls who can use the Bulk Update tool (the "Edit tickets" action in views). Currently, any agent who can access a view is able to select many tickets and update them all at once — including fields that are restricted, hidden, or managed by third-party apps. As far as we can tell, there is no way for an admin to manage this, and we believe a simple setting would go a long way.

Use Case

We manage a multi-country support operation with 50+ team members across several groups. Our team includes both full Agents and Light Agents with different levels of responsibility.

For our workflow, we need most agents to work on tickets individually rather than performing bulk changes, because:

• Bulk updates affect many tickets at once and mistakes can be very difficult to reverse.
• Some of our workflows rely on field values that should only be changed by senior staff or automations.
• We use third-party apps to enforce field-level restrictions on individual tickets, but unfortunately the bulk edit screen does not respect those restrictions.

Today, any agent can:

1. Open a view
2. Select multiple tickets (up to 100)
3. Click "Edit"
4. Change fields in bulk — including fields that are hidden on the ticket form or made read-only by apps

We have not been able to find a setting to manage this, and we think many other teams would benefit from one as well.

What we think is missing

• There does not seem to be a toggle or permission to manage Bulk Update access for agents.
• The bulk edit dialog shows all ticket fields, even those not present on the ticket form.
• Third-party app restrictions (e.g. read-only fields, hidden fields) are not carried over to the bulk edit screen.
• Triggers cannot distinguish between a bulk update and a single-ticket update, so it is difficult to monitor or respond to bulk changes automatically.

How this affects our team

• Data integrity: Agents can accidentally overwrite field values across dozens of tickets in a single action. Fixing these changes takes a lot of time and effort.
• Automations: Triggers, routing rules, and integrations depend on specific field values. An unintended bulk change can disrupt entire workflows.
• Reporting: Historical field values used for metrics can be overwritten in bulk, which makes reports less reliable.
• Operational overhead: Our admins spend time auditing and correcting changes that could have been prevented.
• Field security: Fields that were intentionally hidden from the agent experience are still editable through the bulk update screen.

Suggested solution

We would love to see a simple setting, for example under Admin Center > Workspaces > Agent tools:

Bulk update tickets: Admins only / All agents

• When set to "Admins only," agents could still view and work on tickets individually, but the bulk edit option would not be available to them.

Zendesk already offers admins the ability to control whether agents can delete tickets, merge tickets, or edit tags — and we think Bulk Update fits naturally into that same family of settings. It is a powerful action that can have a big impact, and we would really appreciate having the option to decide who has access to it.

Additional context

We have seen similar requests in the community (such as "Bulk edit with limitations for agents"), so we know other teams share this need. We also want to highlight that the bulk edit screen currently does not respect field-level permissions or third-party app restrictions, which adds to the concern. A simple toggle would help many teams feel more confident about their data and workflows.

Thank you for considering this — we really appreciate the continued development of the platform!