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Creating Multiple Mail Distribution Lists
Answered
Posted Nov 24, 2021
hi everyone,
apologies if there is already a post on this subject.
so here is the situation. we have to send out a planning update every morning to 37 different recipients (end users). at the moment the best we can do is add/resend the same ticket out with the 37 end users attached. this is not good on our reporting as we would like to create a new ticket every day. however the arduous task of adding 37 end users to the list detracts from the efficiency drive Zendesk offers.
So. if there an option or app we can use or is there some kind of jiggery pokery we can do with scripting.
yours, thanking in advance
Matthew
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4 comments
ZZ Graeme Carmichael
Matthew
Rather than use a ticket to send the update, could you use an article in your help centre?
If all 37 end users are following the article comments, each day you add a new comment with the daily report and it will be sent to all subscribers.
To set this up, assume the identity of each end user and subscribe them to the daily article. It is a bit of work to set up, but once done it should work fine and does not affect your ticket reporting.
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apn pgc
Thank you so much Graeme Carmichael sharing detailed answer. It helped me in solving my problem as well as it will help many others in future.
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Matthew
hi Graeme,
many thanks for your response.
yes that would be the first point i would have headed to however the problem is, we don't use the help centre. for the simple fact no one would access it. this is the dairy industry and the plans are going out to Farmers, Hauliers, Customs for Export etc. we are lucky if half of the recipients use a mobile so requesting such to access a portal is a nonstarter.
secondly the planning update is a system generated PDFa (we don't own the system) which cannot be altered so the article would have to be managed.
whilst i still look for an option i'm going to fudge a solution together where the ticket remains open and is updated daily. then set the trigger against a bespoke tag (dist_list) to send Last comments only. and the attachment of course.
the search for a solution continues :)
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ZZ Graeme Carmichael
Matthew
Sorry that does not sound like a starter for you.
Just to make sure you are aware. Your customers would not have to actively use the help centre other than receive the email updates. You can set that up for them by assuming their identity. But there is a risk that they later unsubscribe to updates.
You can attach the PDF to the article comment in the same way that you do with a ticket. So the end user should get a link to the system generated PDF.
Good luck with your search and I hope you find a solution.
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