How do I resend emails in Zendesk?

Question

My customers didn't receive my ticket replies because the triggers that notify requesters in my account were deactivated. How can I resend an email to my customers now?

Answer

Resend the notifications that were never sent to your customers by bulk updating the affected tickets with the help of a view, advanced search, macros, and placeholders. Follow the steps below:

• Active triggers
• Gather tickets
• Create a macro
• Bulk update

Step 1: Double-check your triggers
Are the triggers that send notifications to customers active?

Complete

Verify the triggers that caused the messages to not be delivered are active.

If you were unable to identify the cause of the issue, see the article: Customers are not receiving emails.

Step 2: Gather the affected tickets
Which tickets did not send a reply to your customers?

Complete

Create a view to retrieve all the tickets that did not receive the message.

To create this view

1. Add a new view to gather all the affected tickets.
2. Enter the title of the view.
3. Under Meet all of the following conditions
   
   • If you know the timeframe when the trigger was disabled, add the conditions below.
     
     • Ticket: Status | Less than | Closed
     • Ticket: Hours since created | Less than | 120 
     • Ticket: Hours since created | Greater than | 24
       
       In this example, the view looks at tickets created between the last five days until 24 hours ago.
   • If you don't know the timeframe of when the trigger was disabled, consider other conditions such as status, or assignee.

Alternatively to creating a view, use the Zendesk Support advanced search to look for affected tickets. For example, use the search string below to search for tickets created between two specific dates.

created>2020-01-01 created<2020-01-31

Step 3: Create a macro
Which message do you want to send to your customers?

Complete

Use a macro to create a message to all the affected customers.

1. Create the macro and enter the macro name.
2. Under Actions add the conditions below.
   • Comment/description

     Hello {{ticket.requester.first_name}},
     
     Unfortunately, the last update we made in this ticket was never 
     delivered to you.
     
     Find below all the messages exchanged in this request:
     
     {{ticket.public_comments}}
     
     Apologies for the inconvenience.

     Tip: For a complete list of placeholders, see the article: Zendesk Support placeholders reference.
   • (Optional) Add tags | (resend_notification)
     This condition is optional but it can be useful if you need to report on these tickets. For more information, see the article: Reporting with tags.

Step 4: Bulk update the tickets
Are you ready to resend the messages?

Complete

Bulk update the tickets in the view using the recently created macro.

To bulk update tickets in a view

1. Open the previously created view and select all the tickets. The maximum number of tickets you can update at one time is 100 tickets.
2. Click Edit tickets and in Update tickets apply the created macro.
   
3. Click Submit.

For more information, see the article: Managing tickets in bulk and Customers are not receiving emails.

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