Proactive Tickets app - official feature request thread

Hey Tiffany,

I have a question.
For tickets that I create via the app, how can I set people automatically when I create them in CC?


Thanks for your mail

This is all well and good for one to one proactive tickets with limited dimensions.

We want to notify specified contacts under organizations that meet various criteria.
- one main requester and others are CC’d on one ticket. Assume all contacts have “notification list” tag.
- tickets are created only when the organization has tags X and Y and Z.

Today we get individual tickets are user and have to segment based on contact tags not organization tag criteria.

Thanks!

Dear Tiffany,

I try to create a ticket for 175 contacts. However, I had to repeat the operation so many times because the app only create 20 tickets each time. And for each sending, one different view is created.

Please, how can I send all the tickets in just one sending ? For example, last day I needed to send 175 tickets... (see picture).

Thank you !

Has this app been abandoned?

Hi all - We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on March 19th at 11:00am CT for our PM Roundtable on Outbound Messaging - this will cover not the Proactive Tickets App, but similar capabilities over messaging (WhatsApp and SMS).

We’ll be joined by members of the Zendesk Labs product team for a discussion around features needed to support your outbound messaging use cases, including in what situations you might use outbound messaging with Zendesk, what features would be required to support those situations, and what some nice to haves would be. So please bring your questions, concerns, and feedback because we want to hear from you! The link to register can be found here. I'd love to see you all there!

Thank you so much for providing feedback on this area! In case you missed it, we wanted to make sure you saw the recording and event follow up from our most recent PM Roundtable. Please find the deck, recording, and follow up article here. Thank you again for your feedback and being an engaged Zendesk Community Member!

Hi @shawna11 , the Proactive Tickets App offers a functionality that is really core and needed for our teams!

However there is a limitation/issue I want to address:

- It is not possible to create proactive tickets with only an internal note.

- Even if we use a macro when creating the proactive tickets and the macro action is only adding an internal note, the app is converting the internal note to a public reply send to our end-users. This is really a problem, as we want to add important internal information to the tickets, that definitely should not be send to our end users!

Our use case:
Occasionally we want to create Proactive tickets for some end-users, but at the time of creation the tickets should not send any notifications/emails to the end-users. 

We need to create those tickets for 

1. Reporting purposes  

2. Syncing some internal information (internal notes) from the Zendesk ticket to our panel management systems (this is done based on API integrations and the ticket requester, the end-user) 

3. At some later point our agents might need to contact some of the users -> send public replies from the tickets. But not at the time of ticket creation and not to all users.

The workaround with modifying the trigger for proactive tickets to not send notifications for those tickets is not a good solution, because as our first “internal note” is saved as public reply to the ticket, it will be eventually send to the end user if we decide to make a public update to the ticket at a later stage.

Update needed:

- Option to create proactive tickets with internal note only.

For me this should be possible, the same way we could create a single proactive ticket with Description = Internal note.