Create Proactive Tickets in Zendesk
How do I create a proactive ticket in Zendesk?
To create a proactive ticket, click '+Add - New… Ticket' in Zendesk. Set the requester as the text recipient, assign an agent, and include a 'proactive_text' tag. Submit the ticket as solved. For repeated texts, use a macro to automate the process. Keep messages short to avoid delivery issues.
More related questions
How can I send automated text responses using Zendesk Text?
You can set up automated text responses in Zendesk Text to notify customers when their request is received. To do this, create a trigger in the Admin Center under Business rules > Triggers. Add conditions such as 'Ticket Channel Is SMS' and 'Ticket…
How do I alert agents when a ticket needs attention in Zendesk?
You can alert agents about tickets needing attention by setting up a trigger in Zendesk. In the Admin Center, go to Business rules > Triggers, and create a trigger with conditions like 'Ticket Is Updated' and 'Organization Is: [VIP customer]'. Set…
How can I start a text conversation with proactive outbound texts in Zendesk?
To start a proactive text conversation, create a trigger in Zendesk with conditions like 'Ticket Is Created' and 'Tags Contains proactive_text'. Set actions to notify the requester via text. This allows you to reach out to customers proactively….
How can I respond to texts within a new ticket in Zendesk?
When a customer replies to your outbound text, a new ticket is created in Zendesk. The text from the trigger's body is added as an internal note. You can respond to this ticket like any other, with public responses sent as texts. This ensures…
What should I do if my text message exceeds the character limit in Zendesk?
If your text message exceeds 1,600 characters, it may result in a delivery failure. Keep your messages concise and be mindful of expanded placeholders. If a message fails, you may not receive a specific notification, so it's important to monitor…
How can I send texts in bulk using Zendesk?
To send texts in bulk, use the Proactive Ticket app, which requires the Customer Lists add-on available on Support Professional plans and above. This allows you to efficiently manage and send bulk messages to your customer base.
How do I handle customer responses to outbound texts in Zendesk?
When a customer responds to an outbound text, a new ticket is created unless there's an open ticket with the customer's number. In that case, the response is added to the existing ticket. This helps maintain a continuous conversation with the…
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