Installing and using the Proactive Tickets app

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47 Comments

  • Pia Overgaard
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    We've just added the app and can easily create the groups and campaigns however it only creates a ticket:  The end user doesn't receive it unless we bulk solve and send the same info twice in 1 ticket?

    Does this sound right?

    Any advice would be great, thanks.

    Pia

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  • Graeme Carmichael
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    Pia

    Notifications to end users are handled by triggers. Tickets created by the proactive ticket app should still cause your triggers to fire and notify end users.

    First, check a ticket from your campaign. Look at the ticket events and confirm if your 'Notify requester of received request' trigger is firing. It may be that an administrator has suppressed the trigger where the ticket channel is 'web service' or has a specific tag from a campaign.

    Next, when you update the ticket with a public comment, the 'Notify requester of comment update' trigger should fire- unless the conditions in the trigger do not match this type of ticket.

     

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  • Pia Overgaard
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    Thank you!

    BR

     

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  • SeanR
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    Is there a way to add the ability to set the tickets to private for this? It would be an awesome addition to this app. The way we would use it is to create proactive tickets and send out an email, via a trigger, to the bulk users. If they reply to the ticket then it would become open. It would be a cool way to proactively notify customers of an issue and be there if they need us without showing in their ticket list.

    Real world example would be us sending out a notification to a small number(50) customers that we incorrectly billed. Letting them know that we fixed it and added a credit for their trouble. They can reply back to ask a question but if they do nothing then the ticket would close quietly.

    The only way we do this is with the API today, but sometimes the use us more ad-hoc and too small to do dev work for.

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  • Jacob J Christensen
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    This is a really great app with some serious bugs. I've recently had some time to put the app to work and thought I would share the lessons I've learned.

    Multibrand workaround

    There is no inbuilt support for multibrand messaging, but I found that by switching the Default brand around, and making my notification trigger multibrand (using Liquid Markup) I could create tickets and messages that were multibranded.
    It is of course very vulnerable to human error, so proceed with caution!

    Messaging to wrong Customer Lists

    There's a bug in the Proactive Tickets app, the second campaign and every following one, will add the previous Customer List to the existing one when you first click the Next step.
    The workaround I've found is to step back from the "check twice, cut once" page and (remember to refill the group field value, the rest should be saved) then clicking next again.

    The number of tickets created should now have changed to something identical to you Customer List. 

    Don't ever send out a campaign if you haven't verified that this number is the same as the number of users in your Customer List.

    JavaScript bug won't let you send campaign if you set the ticket Status to solved

    Guess how long that took to figure this out? My workaround was to let my messaging trigger also solve the ticket and set the campaign to something else, in my case Pending.

    Authoring messages

    Your username will be authoring the message. This was a problem for me since I was pushing messages to users in 4 different languages, and I didn't want to be known by name as the bearer (in my case) of bad news.
    So before sending out a new message to each new language I would change my profile name and alias to something generic like "Customer Support" in the local language.

    This really is a great app and it should be more than just a Lab feature, it has huge potential. I hope that it will get some much needed love, or that some other Zendesk product will deliver something more robust.

    I did some really embarrassing messaging with this app, hope someone will find the above helpful and avoid repeating my mistakes.

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  • Charlie Smith
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    There are quite a few comments, therefore if I am already saying something that has been answered, please just ignore it as I haven't read through all of them.

    It would be really good to be able to Brand the emails that are being set (I have seen this is a request a few people are stating).

    It would also be really good to be able to select the form you want to edit, rather than the default form. It's not very useful when it comes to reporting.

    I think another idea would be able to say is to add tags/select a view you want responses to go into. Or if the brand idea was included then maybe that would solve that issue.

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  • Jacob J Christensen
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    Hi Charlie,

    There's a workaround for sending branded messages, it involves switching around the default status to the brand you want to send from, and also you would need to setup a trigger for the actual branded message.

    I used Liquid Markup to brand messages according to the ticket brand selected. I only use two brands, so used a simple if else statement and included the image needed to brand as well as the ticket description placeholder.

    If you add tags to the tickets you create with the app, they could be used as trigger criteria to select a specific ticket form and also as view criteria.

    I don't imagine there will be further development on this app, it doesn't appear to have received any updates in over a year. Most likely another product like Connect/Outbound will step in its place.

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  • Milen Kafozov
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    Is there a way to update all of the tickets created by a campaign at once, with the same information we want all the customers to receive? 

    We want to use this for updating on incident statuses, which require follow-ups after the initial tickets have been created.

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  • Jacob J Christensen
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    Hi Milen,

    There is no smooth, easy and natively supported way to do that, that I know of. But...

    You could setup an automation to notify the requester by email, on tickets that (for example) are less than solved and contain the unique tag from the Proactive ticket campaign.

    There are a number of time based conditions you could use to go along with the above, for example Ticket: hours since created (Calendar) is 1, would perform an action on the matching tickets one hour after ticket creation.

    The simplest way to notify the requester would be to shoot off an email (Notification: Email user), however that message would not be immediately visible on the ticket log (as other parts of your conversation would be). This could make it difficult for your agents to see what the requester already knows, and  lead to confusion. If that doesn't seem problematic to you, this could be the way to go.

    However, if you would like the message to be part of the ticket conversations, you might consider using a URL target to update the ticket with a comment - like demonstrated in this community post.

    Using a target to update ticket is not recommended by Zendesk, but I don have something similar working reliably for me.

    I hope all that is somewhat helpful to you, either way you go I recommend you do some internal testing to make sure it is doing what you want it to do.

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  • Milen Kafozov
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    Hi Jacob,

    Thank you for the detailed response.

    It looks like we would not be able to utilize this app for our needs after all, as we need to be able to update all the tickets at once with content that is created on the spot to address ongoing events, and not predefined with triggers or automation.

     

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  • Crawford Philleo
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    Hey there,

    Just wanted to share my experience using the app and an issue I came across. 

    First, this thing works great, but my advice is to configure your triggers so that your normal ticket-flow triggers (like a notify requester of received request), ignore tickets created from this channel, and instead use a custom trigger setup to specifically handle the emails on these. Instead of sending out the ticket description, probably better to setup dc. placeholders, and send a customized email body/template with a trigger.

    One thing I noticed is that if you add tags to the proactive campaign, that actually tags the ticket AND the user. This caused me problems - I wanted to add the ticket's "about" tag when creating the campaign to put the ticket into context with the rest of our tickets in Insights, and make it so agents wouldn't have to manually tag them. This worked for that purpose - BUT - because the app also added that tag to the user, what that did was make it so any new tickets from these users were coming in tagged incorrectly. This resulted in some bad data, and also our trigger logic uses these tags to set up conditions for liquid/template logic in macros, etc.

    If there are any plans to do work to this app, I would recommend having it not add tags to the user, only the ticket.

    Thanks!

     

     

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  • Jessie Schutz
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    Hi Crawford!

    Thank you so much for sharing your insight on this! I'm sure many others will find it useful!

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  • Jacob J Christensen
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    Hi Crawford,

    I do something similar, but instead of applying a ticket field selection by adding its tag (I assume that's what you do with your about tag), I use a couple of tags to perform actions on the tickets, using triggers:

    1. By-pass regular requester notifications (Tags | Contains none of the following) prevents those notifications from firing.
    2. Set field values (like you're doing) and brand the messages being sent and change status (to get around a bug in the Proactive Tickets App).

    If you let the trigger apply your tag or field selection, it shouldn't add them to the requester and cause you problems.

    Hope that helps.

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  • Luke Aleo
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    What do I do with the view when all of my Proactive Tickets are solved? Can I delete that view? Will the view remove itself after time?

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  • Jessie Schutz
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    Hi Luke!

    If you don't need a View anymore, you deactivate it. Go to your View settings. Select the View from the list by click the check box next to it, and in the upper right corner a Deactivate button will appear. Click that and the View will move to the Inactive tab in your View settings.

    Once a View is moved to Inactive, you can leave there so you can re-activate it if you need it again, or you can delete it.

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  • Max McDaniel
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    Trying to test a proactive ticket campaign and hitting an issue where it seems like either the "send" button does nothing, or a progress bar begins and then seems to stall out. I got the same result with multiple browsers, Incognito window and with cleared cache. Any ideas? 

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  • Brett - Community Manager
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    Hey Max,

    It may be worth uninstalling and re-installing the Proactive Ticket app to see if that resolves the issue for you. We are rather limited on what we can assist with here since this is not a Zendesk supported app. You can also check out the Proactive Tickets Github page and post your question there. 

    If you're still experiencing issues, it may be worth looking into this 3rd party app which should be supported by the developer: Proactive Campaigns

    Cheers!

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