Ability to Bulk Update Conversations or tickets by ANY conversation or ticket field

Hi @Rachel M12,

You’re right — Intercom’s current bulk update options are limited to a small set of fields. At the moment, bulk editing custom fields (like your “Product” field) isn’t supported natively.

Two possible workarounds:

Export + Re-import via API: Use the Intercom API to update ticket fields in bulk.

Automation/Workflows: If the updates follow rules, you might set up a workflow to apply changes automatically.

That said, your request makes a strong case for expanding bulk update functionality. I’d recommend posting it as a feature request in Intercom’s Product Ideas or submitting feedback directly to Support so it’s on their radar.

Hi ​@ava, thanks for the response! Using APIs is not do-able for us as we need agents to be able to make these changes and this is not a level of access they have. I did post this as an idea, so hopefully it will get some traction!

Hi Rachel,
At the moment, Intercom’s bulk update is limited to a few default actions (like assigning or adding tags), and it doesn’t yet support editing custom conversation/ticket fields.
A common workaround is to use the CSV export → update field → re-import flow or to update via the Intercom API (PATCH /conversations or /tickets) if you have developer access.
I’d also suggest upvoting this in the Feature Requests section so Product can prioritize native bulk-field editing.

Hello, we haven’t been using the ticket states correctly so we’d love the option to bulk change ticket states to closed but resolved the same way you can select and bulk close tickets and conversation. We were also told this is an API fix only but we need this urgently