Installing and using the Proactive Tickets app Follow

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34 comments

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    Stephen Howells

    I am trying to send a test campaign to 2 email addresses that I have within my test customer list. I can enter all the details for the campaign but when I get to Send it does nothing. I get an error in the top right saying "There were Javascript errors in this app. Cannot read property 'replace' of undefined."

    I have contact ZenDesk support but know this is a ZenDesk labs app so they were not able to help. Anyone got any ideas? I have uninstalled and reinstalled the app and no luck.

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    Jessie Schutz

    Hi Stephen!

    I wasn't able to reproduce this problem with my own Proactive Campaign...everything worked just fine. My suggestions are as follows:

    1. Clear your cache and cookies
    2. Try sending the campaign from a different browser
    3. Try sending to a different customer list (I'd create a new test customer list with new test users just to be safe)

    Give those things a try if you haven't already, and let me know how it goes!

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    YellowWebMonkey

    I just found a major problem. I went through my list and set everything up. It said it was sending to 15 users (correct). However it generated 30+ tickets because it sent out multiple tickets to the same user if they had multiple email addresses associated with their user account.

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    Jessie Schutz

    Hey Alexis! This is definitely not expected behavior for the app, so I'm going to open up a ticket for you so a Support Advocate can take a closer look at this for you. We'll see you there shortly!

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    Liz Rosen

    I absolutely love this app and use it often, but there's definitely an issue with it doubling the list. It usually happens for me when I try to go back a step and do something over - like wanting a different subject line. So my work-around (of sorts) is to test it out with a list that includes a few of my own email addresses. Then, once I know exactly how I want everything to look/work, I proceed very carefully and slowly so that the create and import list steps are done only once, and then the # of people on my list matches the number it tells me on the measure twice, cut once page.

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    Jason Littrell

    When I create a customer list, I receive the following error:

    Due to the large number of users in your account, you are seeing a sample of matching users.

    One list only shows a list of 6 users out of 30. Another test that should have a single user profile shows 0.

    I assumed the proactive app would include all users, but it's only showing the total from the truncated lists. I tried sending the campaign using the list that returned 0 profiles, but the app didn't do anything. I also tried adding more filters to the customer list, but the results stayed the same. Is there any way around this problem?

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    Leslie Karr (Edited )

    I am getting the 3 dot loading icon when clicking the start a campaign button. I'm on Professional (which this article says supports this app). 

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    Jessie Schutz

    Hey everyone!

    Sorry about the delayed response here. I'm currently in the process of gathering information on these issues, and I'll get back to you when I have some info to share. I appreciate your patience!

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    Leslie Karr

    Thank you, Jessie.

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    Jessie Schutz

    Hi guys!

    I did a little bit of research on this, and what I was able to find out is that the issues you're experiencing are most likely related to the way Customer Lists work in Zendesk, and in turn how that works with apps that use Customer Lists.

    Technically speaking, the Proactive Ticket app is not a supported app; it's part of our Zendesk Labs selection of apps, which are experimental and provided as-is.

    That said, we're looking into the issues with Customer Lists so there's a possibility that we will be able to get this resolved. Please bear in mind that I cannot make any promises because, as I mentioned, Proactive Tickets is not a supported app. But I will continue to monitor the situation and keep you posted as new information becomes available.

    Thanks again for your patience!

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    Leslie Karr

    Jessie, any idea why I'm not able to access the app at all? I still get the three dots loading icon when I try to start a campaign. And I appear to be on a supported version. I realize there isn't support, but want to make sure my account should be able to use it.

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    Jessie Schutz

    Hey Leslie,

    You've already mentioned you're on the Professional plan, and this app is available for use on the Team plan and higher. That means that you can use the app on your account.

    As far as the root cause of the issue you're having, I'm afraid that's outside my purview. My first suggestion would be to uninstall and reinstall the app; it's possible that it's just a bad install. If that doesn't straighten it out, I'd suggest trying to use it on a different browser. For instance, if you're using Firefox, try using Chrome and see if you get a different result.

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    Jessie Schutz

    Hey Leslie, something just occurred to me.

    In order for the Proactive Ticket App to work, you need to have access to customer lists. Customers lists are an add-on item for the Professional and Enterprise plans. If you don't have that add-on, that would be the most likely culprit in your case.

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    Leslie Karr

    Thanks, Jessie, that must be the culprit. Thank you!

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    Jessie Schutz

    No problem!

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    Edwin Schukking

    +1 on Nikki's request:

    "I'd like Brand to be incorporated into this somehow (or at the very least, a way to pick which email address it's sending from). I've realized that my Proactive Tickets are coming from one email address, which is my default email address for my first Brand. But I am wanting it to come from the default email address for my second Brand.

    Anybody know a workaround?"

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    Amie Brennan

    Hi Edwin,

    Thanks for letting us know your feedback on this. I've checked with the labs team and at present there isn't any plans to add brand functionality to the Proactive ticket app. There isn't any way you can make the tickets from the proactive ticket app come from the default address of your second brand as this app has not been updated to work with the Multibrand feature.

    This is however a great idea and we recommend for you to submit a feature request for this over in our community here so our product manager can be aware. I also recommend for you to follow the request you create so you can be kept up to date with news from there. :)

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    Angus Chan (Edited )

    Too bad there is no brand function in the app. I hope it will be available soon

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    Edwin Schukking

    I have now created a feature request for a multibrand feature in the Pro-Active Tickets app.  

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    Richard Colwill

    Jessie,

    Given that Edwin's worthy suggestion about Multibrand features was canned due  Proactive being a Labs project

    How on earth do those of us that would find it terribly useful get it moved from being only a Labs project and unsuppoerted and actively added to roadmap?

    I for one would adore being able to attach a document to a Proactive ticket (it's why I've never been able to get them off the ground on any of my multiple desks)- but I know there's no point asking for the functionality whilst it's still in Labs

    Is there a standard routing for the ingenuity being displayed in Labs making it to roadmap or is it arbitrary?

    Is there a way to say within Labs that "this product won't go any further... except as a hobby... ever" because with no obvious way to drive them forward from the outside it's terminally frustrating for us to see something that has major possibilities if only there was a relatively minor tweak

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    Jessie Schutz

    Hi Richard!

    You're touching on some things that are pain points for many people, myself included, and I promise you that your feedback is not falling on deaf ears.

    I am in regular contact with several different individuals and teams about this and I can assure you that the conversations that need to happen are, or will be, happening. As is often the case with stuff like this, though, there are a lot of moving parts that need to synchronize and sometimes it can be really challenging to get to that point.

    For the moment I don't have any concrete information to share with you, but I will continue to ask questions and let you know when I have answers.

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    Antonio Naddeo

    Hello, we are on enterprise plan, but once I click on create campaign I only see the 3 dots loading, and nothing happens. Have tried reinstalling the app and clearing cookies and I a still in the same situation.

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    Bell Chen

    Hi Team,

     

    We now need to use the pro-active ticket function.

    But when we use , we find the group & assignee list is not the latest.

     

    Our aim is actually to record solution and assistance that we provided to any particular request coming from destination and also some urgent cases into our Zendesk report.

     

    Question:

    1.why some groups are missing,

    2.the assignee are not updated

     

    Please help check and advise.

     

    Thanks.

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    Jessica Nylund

    Hi,

    It seems I cannot send tickets with status "Solved" with the Proactive Tickets app. Nothing happens when I choose this status. Had to switch to "Open" and then bulk solve them after I had sent them. Bug?

    Thanks,
    Jessica

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    Elliott

    Jessie, it has been a year, do you have an update on the issue with Customer Lists not correctly interacting with apps?

     

    Jessica, we get around that by having a trigger that fires if a ticket is set to Pending and has a specific tag on it. Then we use that tag whenever we use the Proactive Tickets app and set the responses to Pending, so the trigger Solves them. Not great, but has worked fine for us.

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    Sean Rivers

    Any plans to make it so we can do private tickets? The toggle for that can be useful. We may create proactive tickets for group issues, send an email trigger out but not have the ticket public unless they respond.

    Example:

    "We see that you have been having an issue with _________ we would love to help you with this issue, call into us at ###-###-#### or reply to this email so we can try to help.

    If they never reply we would like the ticket to remain hidden.

    Thoughts?

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    Jessie Schutz

    Hey Sean!

    We actually launched the ability to create a ticket with a private comment at the beginning of March. You can find more information about it here.

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    Sean Rivers

    We just did a new run proactive tickets and for some reason it is limiting us to 100 tickets per. We setup a customer list with 246 users and then setup the proactive and it only showed 100 to send to. We then had to go through Vlookup hell to figure our who was not getting the ticket, created a new customer list with 146 users and it once again only did 100 so then we had to do the last 46. Was there a limit added to this Add-on recently?We have done many of these over 100 in the past.

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    Elliott

    Sean, did you recently go over 100,000 users in your account? We began seeing this same problem after crossing that threshold, as that is when Customer Lists stop working correctly.

    FWIW, we check a box on the user profile when we upload a list of users to mass message. Then we apply a specific tag using Proactive Tickets and we have a trigger that unchecks the box if a ticket is created using that tag. That way we can tell who on the list Proactive Tickets skipped. Yes, it's unpleasant.

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    Sean Rivers

    Hi Elliot,

    We have been over that count for a few years. It makes it hard to use for sure.

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