Send outbound email from Zendesk?



  • Thor

    Link doesnt work...

    I am trying to allow my agents to send an outbound email to customers through zendesk.


  • Jessie Schutz
    Zendesk team member

    Hey Thor!

    Here's the link to Colin's tip:

    I'll update his comment with the correct link as well.

    This scenario is a little odd because Zendesk isn't built to work like an email client. If that tip doesn't help you get where you're going, please give us some more detail about your use case and why this functionality is important to you; we might be able to help you with another solution. 

  • Matt Savage

    It is possible to set the sender manually (via the app link below) or via the API Unfortunately, I don't think there's a way to default map Group1 -> Email1, Group2 -> Email2, etc. yet- but that would be a great feature!

    First, you'll want to go to the 'Email' tab in the Agent interface to add your selected email address ( there.

    You may need to install to see the actual address on a ticket if you're not familiar with viewing ticket values via the API.

    If you are creating/updating tickets via the API you can edit this ticket field inside of the ticket's JSON values:

                'ticket': {
                    "recipient": ""}


    When you view the ticket in Zendesk, check out the 'Select an Address' tab: it should now be set to the address you specified via the API above.

  • Michael Ichioka

    Madison from ZenDesk helped me find a work-around for this:

    I also added Other: Current User > Is Not > Agent as a condition to the standard "Notify requester of received request" trigger to avoid overlap.

  • Jessie Schutz
    Zendesk team member

    Thanks for sharing your solution, Michael!

  • Patrick B.

    Is there still no way to send an outbound email out of Zendesk?

    Example use case: need to reach out to new applicant to request further documentation.

    Is Zendesk really not designed for that sort of thing?

  • Jessie Schutz
    Zendesk team member

    Hi Patrick!

    Are you creating a ticket for these outbound communications?

  • Patrick B.

    Yes, but would prefer not to.

  • Jessie Schutz
    Zendesk team member

    Hey Patrick,

    Zendesk isn't made to be an email client, so the only way to manually send a communication out of Zendesk is to create a ticket.

    If you're sending these messages out in bulk, I'd suggest that you check out our MailChimp Campaign integration. You can set it up so that any response creates a ticket in Zendesk, to make sure the response doesn't fall through the cracks.

    That said, though, I think that you could really leverage our Macros, Triggers, and Automations to streamline these requests and keep an accurate record of the communication in the form of the ticket you created.


  • Patrick B.

    I have a new job and once again we are trying to figure out how to originate a contact to a customer. For example, if I took a phone call and need to send a follow up. Or if my new accounts team needs to request additional documentation.

    What is the best way, if any, to do this in Zendesk?

  • Jessie Schutz
    Zendesk team member

    Hi Patrick!

    If you're doing this on a case-by-case basis (not in bulk), the best way is to simply create a new ticket in Zendesk, with your customer as the requester. Add whatever information you need to communicate to them in the Description of the ticket. When you submit the ticket, an email will automatically go out to that customer. Provided that you haven't changed any of the formatting on your default triggers, your customer will see your message in that email.

  • Matthieu ETIENNE


    through a spoke account, tickets are submitted by customers who are (by default) only registered on such spoke account, but not on hub account.

    Is there anyway to send new ticket(email), via the hub account to these customers as it was sent from the spoke account?


  • Michel
    Zendesk team member

    Bonjour Mathieu, 


    It would be a possibility to create a proactive ticket within your Hub. This would create this end-user in your Hub as well as in your Hub as well. The only point of conflict would be the email address this ticket would be sent from a different email address since you cannot add the same support address across different Zendesk accounts.

    You can definitely brand you email template and make it look like it has been sent out from the spokes but you will not be able to use the same email address.

    I hope this makes sense to you. 


  • David Debreczeni

    I came to the same conclusion as Michael I. in this thread and it works beautifully!

    see above:

  • Cristian Fernández

    Hi Everyone,

    Regarding this subject, we are currently deploying Zendesk, we finished a full configuration, deactivated the notifications, bulk imported end users so no notifications to end users during this pre-production stage while agents learn to work with Zendesk, and now we are ready to go live with agents working in tickets migrated during this pre-production stage, and we need to notify all the end users (1500+) with a welcome message and a link to our Guide and another to set their passwords, but we don't know how to notify all them.

    We don't see a button or functionality to notify all end users to start to work with Zendesk.

    How we can achieve this? any ideas?


  • Matt Savage

    Cristian, you can accomplish this via an automation. Assuming these tickets are all in the new or open status and you didn't import them today, something like this should work:

    Status < pending
    Ticket created > 24 hours ago
    Tags don't include "new_user_welcome"

    Notify email to (requester) -
    *Insert your own welcome message in email subject / body*
    Add tags: "new_user_welcome"

    It will notify all requesters once, then you can disable it tomorrow after it runs. You can also seamlessly switch over to the currently disabled triggers for any new requests by enabling the notifications or creating temporary ones.

  • Cristian Fernández

    Thanks for your quick answer Matt :-)

    Sadly it won't work for us, this pre-production period included about 10% of the end users, and only 50% of ends users has tickets at all.

    Please let me know if you have any other sugestion. I run out of ideas.

  • Matt Savage

    Cristian- Gotcha.  Your use case sounds like it'd be perfect for a campaign manager.  Lucky for you, Zendesk acquired a company that does just this earlier in 2017, Outbound.  Maybe give that a shot?

    If you're able to take a more technical route within Zendesk directly, you can write some code to send notifications through the Zendesk API.  Exporting a list of your users into a csv, then looping through it to create tickets sending them the same welcome messaging is pretty straightforward.  Here's a basic Python script to bulk create tickets via the Zendesk API.

    # -*- coding: utf-8 -*-
    # Import these Python modules to simplify Zendesk API interactions
    import json
    import requests
    import pprint
    import csv

    #Set the request parameters get credentials from environ variables in ~/.bash_profile.
    email = [your_email]
    token = '/token'
    user = email + token # you can ignore this line and the one above if you're not using an API token to authenticate (i.e. you're using email/password - not recommended for security reasons
    headers = {'content-type': 'application/json'}
    endpoint = 'tickets'
    url_end = endpoint + '.json'

    # PROD
    url = https://[your_subdomain] + url_end
    pwd= [your_password]

    # Set session variables
    session = requests.Session()
    session.auth = (user, pwd)
    session.headers = headers

    # upload file (static upload), can change this to user input if desired
    ifile = open('user_list.csv', 'rU', encoding='utf-8')
    reader = csv.reader(ifile)
    header = next(reader)

    # CSV will have the following components
    # Email_of_Owner | First_Name | Last_Name

    # Iterate over all elements in the main dictionary of Account SIDs
    for row in reader:

    # Variables from csv that will be used for Zendesk JSON
    requester_email = row[0]
    requester_name = row[1] + ' ' + row[2]
    friendly_name = row[3]

    # New Ticket Info
    subject = 'Welcome to our new community'
    tags = 'new_user_welcome'
    status = 'solved'
    greeting = 'Hi {{ticket.requester.first_name}},'
    body = greeting + """\n Your Welcome Message Goes Here. \n <- use this to start new lines"""

    new_ticket = {
    'ticket': {
    "requester": {"name": requester_name, "email" : requester_email},
    "subject": subject,
    "comment":{"body": body},
    "status": status,
    "tags": tags

    # Encode the data to create a JSON payload
    payload = json.dumps(new_ticket)
    pp = pprint.PrettyPrinter(indent = 4)
    # pp.pprint(payload)

    # Create ticket via tickets API endpoint
    response =, data=payload)

    # Check for HTTP codes other than 201 (Created)
    # Ideally, log errors to another csv to make debugging/retrial easier but this is a quick hack so terminal feedback will suffice
    if response.status_code != 201:
    print('Status:', response.status_code, 'Error:', response.text, 'Problem with the request for ' + email)

    # Report success
    print('Successfully created the ticket for ' + email)
  • Cristian Fernández

    Thanks Matt,

    Sorry for the late response.

    We've developed a small app for Zendesk to do this and your code was very helpful.


  • Jennifer Zou

    I am having the same error: An app has timed out and has prevented the submission of the ticket.

    Don't know how to fix it...

  • Ryan
    Zendesk team member

    Hey Jennifer,

    This is due to some condition within an app that is causing this. We'd be glad to take a look, but this will likely be dependant on the apps you have installed. 

    I'll follow up in a ticket shortly!





  • HDM Contact

    Hey Patrick,

    Recently, we created a Proactive Campaigns application for Zendesk Support, which enables you to reach a specific list of customers without leaving Zendesk. This way you can send updates, offers or requests to the right audience at the right time. Finally, customers’ answers will be automatically raised as new tickets and picked up by Zendesk.


    It’s only a part of what Proactive Campaigns’ can do. You can find more information and install the app on Zendesk marketplace.


    We would also appreciate if you shared your experience with us after testing Proactive Campaigns app.


    Hopefully, we answered your question.

  • Maurice

    Hello HDM Contract,

    I tried your app. If it was able to send an email to just a single person, it would be perfect. Is this a feature you plan on adding in the future?

    Also would be nice if we could select the email to be the sender. 

    Add those features, and I would pay money to use it!

  • GrowthDot

    Team Fluz,

    I think this could be done in Proactive Campaigns.

    Please, give us some time to investigate and I will notify you ASAP!

  • Mahfuz Rasel

    Someone help me.
    I need a wifi password

  • Russell Dunn

    @Colin Piper, I realise this is a rather old thread, but 7 years on this rather basic functionality is still not natively supported in Zendesk, and unfortunately your help article is no longer accessible. Is there any chance you could repost it?

  • Ryan
    Zendesk team member

    Hey Russell,

    We've actually created a new trigger for this, Notify Requester of proactive ticketwhich will send out a notification when the agent creates a ticket. This functionality has always been possible (depending on your trigger setup), but now we have a specific trigger for that use case. Check out our Trigger Resources for further information on how to use them best to your advantage.

    There are some Apps which can help as well:

    Though, all notifications rely off of a trigger, so those are optional.

  • Mitch VanDuyn

    @ryan we are investigating zendesk to replace our current helpdesk SAAS.


    A very important feature for us is that order confirmation emails generated by our website appear in the helpdesk system as the beginning of new ticket.

    1. In otherwords customer places an order. 

    2. They then receive via email a nicely formatted order confirmation from us. 

    3. In the event that a customer needs help with the order, they can reply directly to the order confirmation.

    4. The new message from the customer is added to to the order ticket thread.   

    This way the customer service rep has a complete picture of what happened, from the beginning of the order, to the most current message from the customer.

    So I tried using a proactive ticket trigger, and while it worked, the resulting email to the test customer was ugly.  It had all of the zendesk bumpf before and after the order confirmation.

    It would work perfect (I think) if we can just get rid of all that stuff, and just send the raw body of the original message without any extra stuff.  Is this possible?

    Another approaches that we have seen which perhaps you support:

    a copy of the confirmation is sent to Zendesk as incoming message, with some meta tags that allow future replies from the customer to be recognized as part of the thread.

    Any help or advice is appreciated.

  • Ryan
    Zendesk team member

    Hey Mitch VanDuyn,

    Have you seen the "unformatted email" article?

    This would give you that "raw" email look you're looking for.

    Hopefully that helps!

    Otherwise, you can use HTML inside the trigger itself, if you're looking to add a specific look to that confirmation.

    As for the copy of the confirmation -- You can see all triggers that fired on a ticket by using the events audits to see what is set (though likely not what you're speaking of).

    Otherwise, if you want to go completely custom (and unsupported due to possibility of race conditions) you could use a target to update your ticket as well, with an internal note:

    Hopefully this gives you a bit more to test out. Feel free to write into our advocacy team if you have any questions

  • Pilar Sterne

    I just received the notification about the {{ticket.comments_formatted}} and {{ticket.description}} placeholders getting suppressed soon for spam protection. 

    Without this, I'm not sure how we can send outbound emails from Zendesk? If my notification can't include my original message, what other ways are there to send an outbound email to a user from Zendesk? 


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