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. After fixing my trigger conditions and testing their behavior, they are working again.

However, how can I resend an email to my customers?

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:

• Step 1: Gather your affected tickets
• Step 2: Create a macro
• Step 3: Bulk update your tickets with that macro

Step 1: Gather your affected tickets

Create a view to retrieve tickets that did not send messages:

1. Add a new view to gather all the affected tickets
2. Under Tickets must meet all of these conditions to appear in the view
   
   • 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
   • Click Save

Alternatively to creating a view, at the top of your Support tickets, use the Search icon ()  and use 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 2: Create a macro

Use a macro to create the message to send to all your 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 3: Bulk update your tickets with that macro

When you ready to resend the messages, in the view or search results, bulk update your tickets and use your recently created macro:

1. Open the previously created view and select all the tickets. The maximum number of tickets updated 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 articles:

• Managing tickets in bulk
• Customers don't receive emails