Send outbound email from Zendesk?

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55 Comments

  • Avi W.
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    Hi Patrick,

    Since Zendesk isn't an email client or an email marketing solution, we don't support outbound email unrelated to tickets. That said, you can certainly create tickets on your user's behalf and they'll get the 'we've received your request' email that you noted, containing the content of that ticket. 

    What you could do is actually clone that trigger (Notify requester of received request) so you have two versions, one for normal tickets, one for agent created tickets (where you edit the text sent out so it's stripped of the text you don't want users to see). Have your agents add a unique tag on tickets where they want people to get a stripped-down email and add as an 'All' condition to the new trigger: 'Tags' 'Contain at least one of the following' '[unique_tag]' then add the opposite condition to the original trigger so only one will fire on any given ticket. 

    For more help creating the new triggers, you can refer to our trigger documentation here: https://support.zendesk.com/entries/20011606-streamlining-workflow-with-ticket-updates-and-triggers

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  • Steve Black
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    Any movement on this one?  We send a fair amount of outbound email where we want the follow up to be tracked as a ticket in Zendesk.  Right now, my (messy) solution is to have an agent log into gmail, send an outbound email from gmail and the reply to address picked up in Zendesk.  Not ideal at all.  Would love to know if there is:

    1) anything in your roadmap to address this?

    2) any thoughts on a trigger that would work to get around this?

    I'm guessing quite a few of your clients do outbound emails as well - so would love to hear how anyone else has cracked this one!

    Steve

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  • Laura D.
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    Hi Steve, 

    As far as I know there aren't any plans to address this in a way different from what Avi mentioned: creating a ticket on your customer's behalf from inside the agent interface. We do this frequently for upcoming changes to features like the API, authentication etc. - we call them "proactive tickets" and they've worked really well for us. 

    The only other option I can think of is an integration with something like MailChimp or SurveyMonkey but those would require accounts with those companies and they would be fairly specific kinds of messages. We just launched updated integrations with both products along with our Customer lists feature. 

    Hopefully other people can share how they've done this too!

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  • Steve Black
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    Hi Laura, Thanks for the quick reply.  Can you talk me through the 'proactive tickets' approach?  So, you log in as an agent, create a new ticket from the interface and put 'requester' as the customer?  What do they then get?  The automated 'we've received your request' note, or something that seems more like a message?  The former doesn't feel personalised and I'd guess would lead to some confusion 'I didn't request anything?!' with people.

    Any examples or triggers you use to do the latter would be a big help!

    Steve

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  • Emily
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    Hi Steve, 

    We use the API to create proactive tickets, which you could also do using your development resources. 

    If you'd rather create proactive tickets manually, there are a number of things you can do to ensure customers don't receive confusing messages.

    1. If you uncheck the "Also send a verification email when a new user is created by an agent or administrator" checkbox under Settings > Customers, proactive tickets won't create a welcome email to the end-user upon ticket creation. You can also add a condition that says "current user" "is not" "agent" to the 'Notify requester of received request' trigger, which would it prevent it from sending that notification to the requester on a proactive ticket.

    Since the ticket has the normal requester and agent setup, any follow-up comments by the end-user will trigger a notification to the agent and follow-up comments by the agent will send a notification to the end-user.

    1. If you'd like your proactive tickets to have separate trigger notifications from the reactive tickets, you can distinguish them with tags and build your triggers to fire based on whether a tag is present or absent. 
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  • Chris K
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    @Emily: Can you share an example of how you are using the API to create pro-active tickets? That would be helpful.

    It is becoming a major pain point for our customer service team - the use case being a customer places a delivery order, the supplier contacts us informing us that the delivery is delayed, and we want to communicate this to the customer with a personalized message. Obviously we would rather have this tracked in Zendesk rather than emailing the customer from a personal account.

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  • Chris K
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    Actually, found it. Unfortunately it doesn't look like it will suit our needs.

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  • Laura D.
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    Sorry to hear that Chris. Is this because the messages that go out look like they are coming from a system instead of a regular email account or something else? 

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  • Info
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    Hi

    We use Zendesk for all our outgoing email and have set it up in a very simple way. We do not require users to register to submit a ticket, so we only have one trigger switched on (Notify requester of comment update).

    To send an outgoing email, we add our system email address in the ticket Requester field and add the recipient in the CC field. We have also stripped out the CC text that appears as default.

    The recipient receives the ticket as an email with their name as a CC. It is not ideal, but we have no complaints and send out  hundreds of outgoing emails each week. Our order forms also come straight into Zendesk and, as we have everything in one place, we can use automations to create a workflow system.

    All this means that we have thousands of tickets which are fully searchable and auditable.

    Suzanne

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  • Craig Eastman
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    Is there any way to insert HTML (or any other mark up language) in to outbound messages for branding purposes? We have gotten complaints about the email presentation for our post-ticket survey invitations, looking 'un official'.

    Any solutions out there?

     

     

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  • Dan Beirouty
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    Hi Craig!

    Thanks for your post!

    You can customize emails using HTML within the Channels -> Email -> Email Templates section of your Zendesk. 
    The document at the following link can guide you through some customization options:  https://support.zendesk.com/entries/20378368-Customizing-your-email-templates.

    Hope that works for you!

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  • Nathan Liu
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    Laura, that is the issue I'm having. We need the outbound email to come from one of our customer email addresses that we have configured in Zendesk and not our @subdomain.zendesk.com address. If there was a way to configure the email response address in the trigger actions this would be no problem. What are the chances of that happening?

    It's almost a deal breaker. If we can't do outbound communication with customers then we'll have to do stuff in both Zendesk and Outlook, which defeats our initial need for Zendesk which is consolidating our customer communications in 1 place...

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  • Laura D.
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    Hi Ryan,

    You can mask the Zendesk name in the email address so that if a customer sees a reply from you to a ticket they submitted it looks like it came from "support@mycompany.com" - we have Support Addresses for this. You can find more information about them here: https://support.zendesk.com/hc/en-us/articles/203663336-Adding-support-addresses-for-users-to-submit-tickets. Keep in mind you need to have the "support@mycompany.com" address already, independent of Zendesk.

    If you create a ticket on behalf of a customer that ticket will use your default address - which can be a support address. In this case you can't choose which email it comes from but at least it doesn't have to have the Zendesk subdomain. 

    All of that said, there is a Zendesk Labs app that will let you choose which email a ticket comes form when you create it: https://www.zendesk.com/apps/create-ticket-for-brand. The app is available to everyone, though because it's not official we don't offer support for it. It also says you have to be in the brand beta but that's not true - we'll get the text fixed soon!

    Hopefully that helps, if that's not quite what you mean please let us know.

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  • Nathan Liu
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    Laura,

    Thanks for the quick response!

    I'll try out that Labs app. Sounds like it could work well for our hacked together multi-brand setup.

    Thanks!

     

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  • Nathan Liu
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    That App isn't playing well with our setup...getting errors when trying to create a ticket. Is there anyone that can help even though it's not official?

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  • Colin Piper
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    Ryan, the most common issue I have seen with this app is that you may be on enterprise and have not added the new custom field to the ticket form.

    If you could tell us the error we may be able to help

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  • Nathan Liu
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    Colin, we're on the Plus plan. We have a custom ticket field setup with our options. The ticket field is marked as "required" for tickets.

    In the JSON code for the email addresses, I assume the first field is for the ticket field tags? That's how you associate brand with the email address, like this?

    json { "ticketfield_tag": "ticketfield@associatedemailforbrand.com" }

    The error I'm getting is:

    "An App has timed out and has prevented the submission of the ticket. For more information, please contact a Zendesk administrator."

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  • Colin Piper
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    Ryan, being on Plus the ticket form issue is not relevant to you.

    I looked at the settings I have. The JSON looks like this:

    {"brand_brand1" : "support@brand1.org", "brand_brand2" : "support@brand2.org", "brand_brand3" : "support@brand3.com"}

     

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  • Colin Piper
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    Btw, the "brand_brand1" is the tag value of the dropdown option in the custom field

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  • Nathan Liu
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    Hey Colin, thanks for the response. I double checked vs what you posted and updated the json even so the spaces are the same. The email addresses I'm using are properly added as support addresses in Channels / Email. Everything looks good on the ticket field and tags.

    Still getting the timeout error. 

    I'm not sure what else could be causing it...?

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  • Colin Piper
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    Ryan, this is getting complex. At this stage I would disable all the other apps you have and test with just this one. If you still get the same error then you are going to need to debug using firebug or something similar. I will not be much help at that stage, I apologise in advance. 

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  • Nathan Liu
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    Tried disabling all other apps with no luck.

    Do you know if having agents using Zendesk while these changes are made to the apps could affect anything? Should everyone be logged out maybe, or does that not matter?

    I don't know what I would need to be looking for in firebug or dev tools.

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  • Colin Piper
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    You do not need to get agents to log out and as long as you have refreshed the browser (F5) the I cannot see what the issue is. 

    Sadly I am not sure what to look for either. I hope someone else can come to our rescue. 

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  • Jessie Schutz
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    Hey Ryan!

    I'd suggest heading over to our Zendesk Apps forum and putting up a post there with as much detail as you can to see if anyone there can shed some light on this for you, or point you to some other resources. You might be able to find somebody that can help you with the debugging process, too.

    Best of luck! 

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  • Nathan Liu
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    This app seems to have stopped working. Looks like they made this app only work for enterprise. We went weeks thinking we were sending emails to customers, meanwhile nothing was working. Our entire Zendesk setup is reliant on this app. Can you please make this app available to Plus again?

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  • olimits7
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    Wait!  So you're telling me I can't send a new ticket to a customer from different email addresses I setup in Zendesk???  If this is the case, this is a huge deal breaker...I can't believe Zendesk would drop the ball on such an important feature.

    I currently use Kayako but I've been researching Zendesk to see if it's a better fit but it doesn't look like this is the case.

    I'm constantly sending new tickets to customers from various emails I have setup in Kayako (e.g. info@domain.com, billing@domain.com, accounts@domain.com, etc.) because I either have to tell them about the status of their shipment, or if there is a payment issue, or if they want to renew their membership, etc...

    I like to be pro-active with my customer support and if there is a billing issue with a customer and I can't send a new ticket to that customer coming from billing@domain.com from within Zendesk, that's actually ridiculous!

    I know Zendesk isn't an email marketing platform like GetResponse/MailChimp, but I'm not blasting all my customers from Zendesk.  I would just like to contact my customer on an individual basis if their is an issue with my customer's account.  And I don't want all the emails I send to come from the same Zendesk support email address.  I would like to have them come from different emails I have setup.

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  • olimits7
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    Well, I just talked to Zendesk support and you can't send a new ticket from different email addresses without using a 3rd part app like "Create Ticket by Brand" and the kicker is you have to be a Zendesk Enterprise customer paying $125/mth per agent...that's amusing!

    I really can't understand why Zendesk wouldn't have thought this is a key feature for customers.  I don't want all my emails to be sent from 1 support email address; if that's the case why would I even bother setting up more than one support email address if I can't even send new tickets from it.

    Zendesk should be a full-service help desk ticket support system.  You guys offer live chat, knowledge base, communities, incoming multiple email address support but for some reason outgoing multiple email support was not on your radar...very disappointing!

    After learning how Zendesk works and liking it; now I have to use another help desk ticket support system that allows me to send emails from different email addresses like GrooveHQ, Enchant, Kayako, etc..

     

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  • Pedro dos Santos
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    Please make this happen... anything besides being able to straight send an outgoing email message is not really acceptable at this point. :(

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  • Thor
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    I cannot get Zendesk to "initiate" an email, no matter whos solution as outlined above I use.

    User "Info" above had about the closest solution that works by adding the user I am trying to send the outbound email to in the "CC" line, however, It wont let me put the System email address in the "To" line.

    I am on enterprise so I tried even using the "Create Ticket by Brand" app as suggested above as well and that is not working (not sure I maybe done have this setup correctly).

    Any ideas? We use this primarily for customers that are "bad" on our platform so we send them warning messages 1-by-1 (not in bulk), initiated by us.

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  • Colin Piper
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    Thor, I am not totally sure if I understand the request but I recently posted a tip on choosing who to send the outbound email as. Please take a look and see if it helps:

    https://support.zendesk.com/hc/communities/public/posts/203464558-Setting-the-default-reply-email-address-using-a-trigger

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