We just purchased Zendesk and we're using it for both inbound support and for outbound sales emails to customers.
We currently have it configured so that every time we send an outbound message to a customer, it generates a new ticket. This is helpful because when they respond it makes it easy for us to efficiently answer any questions, and provides good analytics. That said, we DO NOT want the customer to feel like they're receiving an automated note, that they have generated a ticket, or that their interaction is at all related to Zendesk.
Is there a way to use Zendesk to power how we respond to the messages, but make a conversation appear like a completely natural thread to the customer like it would if we were using Helpscout for support?
I love using ticketing on the backend to manage customers but exposing any of it to the customer tremendously depersonalizes the experience and significantly weakens the value of our personalized outreach.