Sending multiple tickets to a list of email addresses

12 Comentários

  • Jakob Peterhänsel

    Guess you need an App for that?

    Think I saw MailChimp integration.. that should help you!

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  • Jessie Schutz
    Zendesk team member

    Hey Rosie!

    Does the outgoing message have to be a ticket right off the bat? As Jakob mentioned, the MailChimp Campaign integration could work if you can send a regular email to start...you can set it up so that replies to the message become tickets in your Zendesk.

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  • Rosie

    Hi Jessie, we'd prefer it to be sent as tickets so we have a record of it being sent against their Zendesk profile. Does Mailchimp do that? 

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  • Rosie

    Is there a reason Zendesk doesn't offer this function? Its something we do a lot...

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  • Jessie Schutz
    Zendesk team member

    Hey Rosie! There's also a MailChimp Activity app, that'll display all email campaigns that have been sent to a user in the app sidebar on their tickets. The combination of the two apps really helps streamline those communications and keeps unnecessary stuff out of your Zendesk.

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  • Rosie

    Hi Jessie, 

    It turns out I have to pay for MailChimp (unless I've misunderstood) for the amount of tickets we need to send. I'm already paying for Zendesk, is this the case? Is there no way to send out tickets to my user base without paying an extra fee? 

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  • Graeme Carmichael
    Community Moderator

    Rosie

    You can use the Proactive Ticket App to send out tickets to a batch of your customers. You should note that:

    • This is a Zendesk Labs app and so is not supported.
    • You need to have the customer lists add on

     

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  • Jakob Peterhänsel

    Rosie,

    Please note that 'customer list' costs $25,- a month pr. agent.. 
    You also need that in order to use MailChimp.. which had us ditch the solution.

    Paying $25/agent/md in order to put customers into groups/lists is simply way above acceptable, and should be a standard feature.

    1
  • Jessie Schutz
    Zendesk team member

    Hey Rosie,

    MailChimp does have pricing tiers depending on how many emails you want to send on a monthly basis. You can find the details of that here: http://mailchimp.com/pricing

    MailChimp's services are completely separate from Zendesk; the integrations I mentioned above allow you to use those services seamlessly with your Zendesk, but we don't have any say in what they charge for them. Sorry if there was any misunderstanding on that!

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  • Thomas Bumgardner

    As a business that deals in credit reporting, Mailchimp refuses to allow us to utilize their service because their automated tool, "Omnivore", bans all accounts that even mention "credit report".


    There is a need an in-house option to send a mass reply. There is no reason we should have to outsource to a 3rd party app for this, as messaging is the primary function of the support tool.

    Please pass this up as a feature request and identify this thread.

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  • Jessie Schutz
    Zendesk team member

    Thanks for sharing this feedback, Thomas!

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  • Proactive Campaigns

    Hi Rosie,

    We recently released an application for Zendesk Support that helps with this task. Proactive Campaigns allows you to create customer lists by certain criteria and then send multiple outbound emails as tickets. The app will automatically track and keep the replies in your Zendesk account.

    You are welcome to try it out. The app is available on Zendesk Marketplace free of charge. 

    Hopefully, this answer was helpful.

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