Question
Can I send out mass marketing emails or newsletter campaigns to customers from Zendesk?
Answer
No, there is no native way to send out mass email campaigns within Zendesk Support. However, some apps can be used to accomplish this.
Mailchimp, Proactive Tickets, and Proactive Campaigns are popular apps for this purpose. For more information on these or other apps, check out the Zendesk Marketplace.
Note: For information on mass outbound SMS messaging, see the article: Can I use Zendesk to send mass text messages?
5 comments
Growthdot
Hi, everyone! We should say the Proactive Campaigns app has changed a lot since the first launch. Now, you can create your own users and ticket lists on the settings tab by pressing the “Add new list” button. Then define the Conditions by applying needed criteria. We usually add two or more conditions to create more precise lists. For example, you can select filter Role-Is-End User and Created-Greater-01.02.2021 and create a list of End-users produced after 01.02.2021. Besides, you can share your campaigns, import CSV files with users, enable internal notes, import from macros, or create lists with tags. Also, it updates now and then. We definitely recommend trying it for mass emailing.
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Nacho Cardozo
Hi quick question - I'm trying to send out a proactive customer care email to a few dozen customers and then have it open a Zendesk Support ticket only if they reply. Would Proactive Campaigns or any other app within Zendesk enable something like this?
Thanks in advance!
Nacho
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Gabriel Manlapig
These apps (Mailchimp, Proactive Tickets, and Proactive Campaigns) allows you to send mass email campaigns to end-users in your Support account. But, the tricky part with these apps is that they proactively create the tickets on customers behalf and deliver them as emails, even if the users never responded.
If you want to keep this strictly within your own email inbox so that tickets are only created if customers themselves are responding, then you could email those users directly from their email inbox and use a Reply-To address as their Zendesk support address:
https://www.groovypost.com/howto/howto/setup-differnt-reply-address-gmail-hotmail-outlook/
I hope this helps! Thank you!
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Octavio
Hello,
Have a quick question based on your previous answer you provided to my co-worker which was:
If you want to keep this strictly within your own email inbox so that tickets are only created if customers themselves are responding, then you could email those users directly from their email inbox and use a Reply-To address as their Zendesk support address:
https://www.groovypost.com/howto/howto/setup-differnt-reply-address-gmail-hotmail-outlook/
Can we send email using a shared address using Outlook without creating cases?
Thanks for your response!
Octavio
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Growthdot
Hi Nacho Cardozo, Gabriel Manlapig, Octavio
We updated that tricky thing about Proactive Campaigns and you can easily disable ticket creation after emails were sent. Also, you can add customers' replies to existing tickets or create new ones.
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