Overview
When reviewing large volumes of inquiries, transactions, or reports, manual reviewers often need to perform the same decision or routing step across multiple cases simultaneously. Bulk actions in Cases let your team select multiple cases from any list view and apply assignments, status changes, tags, or queue routing in a single batch.
Selecting cases for bulk operations
You can select cases individually or across an entire page or filter result:
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Navigate to Cases > All Cases (or open any custom Saved View).
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To select specific cases, check the checkbox on the left side of each case row.
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To select all cases on the current page, check the checkbox in the table header row.
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If your filtered list spans multiple pages, click Select all cases matching current filter in the selection banner that appears at the top of the table.
When at least one case is selected, a floating bulk actions bar appears at the bottom of the screen.
Available bulk actions
| Action | Description | Notes |
|---|---|---|
| Assign | Assign selected cases to a specific reviewer or unassign them. | Replaces existing assignees on selected cases. |
| Change status | Transition selected cases to a new status (e.g. Approved, Declined, In Review). | Only transitions permitted by each case template’s status rules are applied. |
| Change queue | Move selected cases to a different review queue. | Updates assignment policies and priority based on target queue rules. |
| Add or remove tags | Apply new operational tags or remove existing tags across all selected cases. | Does not overwrite existing tags when adding new ones. |
Performing a bulk update
To run an operation on your selected cases:
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From the floating bulk action toolbar, choose the action you want to perform (Assign, Status, Queue, or Tags).
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In the modal that opens, configure your changes (e.g. choose the target agent, select the new status, or enter tag names).
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Review the total count of affected cases.
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Click Apply changes. A progress indicator displays the status of the batch update.
Bulk operations execute asynchronously in the background. For large batches (hundreds of cases), you can navigate away or continue working while the batch processes. A notification confirms when all cases in the batch complete.
Audit trail and permissions
- Activity logs: Every bulk action logs an entry in each affected case’s timeline and audit history, identifying the reviewer who triggered the bulk operation and the prior and updated values.
- Role requirements: Reviewers must hold the appropriate edit permissions for Cases in the active environment to perform bulk actions. Actions restricted by role (such as finalizing SAR filings or irreversible status transitions) respect the same permission gates during bulk runs.
For configuring actions available within an individual case, see Case Actions. To filter and organize cases before performing batch operations, see Using filters and saved views of Cases.