The Zendesk Proactive Tickets app allows you to easily send out campaigns by creating proactive tickets for targeted users. Follow this guide to create your user list and launch your campaign effectively.

We'll cover the following topics in this guide:

1. Creating Your User List for the Campaign
2. How to Create a Proactive Ticket Campaign

Creating Your User List for the Campaign

There are two main ways to prepare a list of users for your campaign:

1. Using Standard Search Criteria

You can filter users in Zendesk using the following methods:

• Organisation: Search by organisation name to include all users linked to a specific organisation.
• Custom Fields: Identify users associated with a specific custom field, such as a "Strata Plan" custom field.
• Tags: Pull users based on tags attached to their profiles. For example, you could include all users with the tag "VIP_customer."

2. Uploading Your Own List

If you have a pre-existing list of users (including users who may not yet exist in Zendesk), you can upload it directly to Zendesk. Follow these steps:

Prepare Your List

1. Use the bulk upload template provided by Zendesk.
2. Populate the template with the following details:
   • Name
   • Email address
   • Unique tag to identify the campaign (e.g., campaign_211120 for a campaign created on 21 November 2020).

Bulk Upload Your List

1. Navigate to: Admin > People > Bulk User Import.
2. Follow the on-screen prompts to upload your document.
3. Ensure the “Update existing users” checkbox is selected. This ensures:
   • Existing users will be updated with the campaign tag.
   • New users will be created for entries not already in Zendesk.
4. Click Upload.

Verify the Upload

• Successful Upload: Once completed, you’ll receive an email confirmation. You can proceed to the Proactive Tickets app to create your campaign.
• Unsuccessful Upload: If the upload fails, the email notification will include a CSV file with error details. Correct the issues and re-upload the list.

How to Create a Proactive Ticket Campaign

1. Click the Proactive Tickets icon in the left navigation bar.
2. Use the search criteria to create a filtered list of users (or select your uploaded list).
3. In the Name Your Campaign field, enter a unique name. This name will be added as a tag to all tickets for reporting purposes.
4. Complete the Create Your Proactive Ticket form by entering:
   • Subject and Description for the tickets.
   • Ticket Status and Assignee.
   • (Optional) Select a macro to apply to the tickets as they are created (Basic Plan only).
5. Click Next to preview the ticket details.
6. Review the campaign and click Send.

Post-Creation

• Zendesk will create proactive tickets at a rate of 200 tickets per minute. Larger campaigns may take a few minutes to complete. Do not leave the page during this process.
• Once completed, you’ll see a confirmation page. Zendesk will also create a dedicated ticket view for the campaign. Click Go to Ticket View to manage your tickets.

For more details, see the full reference: Installing and Using the Proactive Tickets App.