Installing and using the Proactive Tickets app

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47 Comments

  • Amie Brennan
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    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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  • 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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  • Liz Rosen
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    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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  • 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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  • Elliott
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    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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  • Bell Chen
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    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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  • Edwin Schukking
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    +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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  • SeanR
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    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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  • 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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  • Jason Littrell
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    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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  • Stephen Howells
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    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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  • 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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  • 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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  • Pia Overgaard
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    Thank you!

    BR

     

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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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  • 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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  • Leslie Karr
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    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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  • 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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  • Jessie Schutz
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    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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  • Richard Colwill
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    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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  • 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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  • Leslie Karr
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    Thanks, Jessie, that must be the culprit. Thank you!

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  • Jessie Schutz
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    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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  • Angus Chan
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    Too bad there is no brand function in the app. I hope it will be available soon

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  • Jessie Schutz
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    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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  • 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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  • SeanR
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    Hi Elliot,

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

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  • Jessie Schutz
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    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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  • YellowWebMonkey
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    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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  • 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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