How do you handle mass emailings the require followup

5 Commentaires

  • Darwin Vasquez

    Thanks for putting this out in the open, Matt. We've been having a hard time trying to figure this out, too. Following the discussion for any updates on what the resolution would be.

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  • Matt Winer

    Hey Darwin,

    I guess it's just you and me that have this issue.  What are your thoughts?  For us, right now some tickets are mass mailed and some are generated via zendesk.  So I've setup a macro that generates the content, tags, etc.  What's nice is I have excluded that specific tag from most of the views.  So this way when my agents are looking through their views these tickets don't clog up the works.  

    I have a separate view setup just to monitor these tickets.  They all go in as pending. After 3 days the customer gets a reminder email.  Then after 2 weeks the ticket moves from pending to On-Hold/task.  Then the agents know they have to process the refund.

    Seems to be working, but again the question is, do I really need ALL these tickets in there...

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  • Jessie Schutz
    Zendesk Team Member

    Hey guys!

    I wanted to pop in to let you know that I've featured this discussion in our April Community Roundup, so hopefully some other folks will jump in to share their thoughts!

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  • Proactive Campaigns

    Hi Matt,

    I know this answer is very late but it may be useful to those who have the same issue as you.

    You can use our Proactive Campaigns application to do this. The app enables sending mass emails to your customers directly from your Zendesk Support account. This way you can streamline follow-ups and easily reach out to customers when needed. The app will track all responses in your Zendesk account, as it raises tickets on customers’ behalf. So, when you get a reply it will automatically be picked up by Zendesk. And your agents can see the conversation history. 

    Proactive Campaigns can be installed from Zendesk Marketplace for any Support plan free of charge.

    Feel free to try it out and share your experience with us.

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  • Mohammed Bouafia

    Proactive Campaigns, I am using your app and it is quite useful. However, I need your assistance with regards to:

    -  if my customers 1000 for example but i want to create a list for 100 and email them, how i am going to do this. 

    - is there anyway to have condition that email equals many email addresses  instead of one?

     

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