Workflow: Resend emails in Zendesk

Resend notifications that customers didn't receive. Bulk update affected tickets with a view, advanced search, macros, and placeholders.

Expand all tabs

Step 1: Gather your affected tickets

Create a view to retrieve tickets that didn't send messages:

1. Add a new view to gather all affected tickets
2. Under Tickets must meet all these conditions to appear in the view, if you know the timeframe when the trigger was disabled, add these conditions: 
   Ticket: Status | Less than | Closed 
   Ticket: Hours since created | Less than | 120 
   Ticket: Hours since created | Greater than | 24 
    
   In this example, the view displays tickets created between the last five days until 24 hours ago. If you don't know the timeframe, consider other conditions such as status or assignee.
3. Click Save

As an alternative to a view, click the Search icon at the top of your Support tickets. Use advanced search to find 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 Comment/description and enter the text below:

   Hello {{ticket.requester.first_name}},
   
   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 Zendesk Support placeholders reference.

   Optionally, select Add tags | resend_notification to report on these tickets. For more information, see Report with tags.

Step 3: Bulk update your tickets with that macro

When you're 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 Manage tickets in bulk and Customers don't receive emails.