Workflow: Resend emails in Zendesk

<p>Resend notifications that customers didn't receive. Bulk update affected tickets with a view, advanced search, macros, and placeholders.</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01HNN95WR3B36DRHG40ZX2QR9F">Step 1: Gather your affected tickets</h3></div><div class="panel">
<p>Create a view to retrieve tickets that didn't send messages:</p>
<ol>
<li data-list-item-id="e964c2764c0467853c50a4ab3dc9bdf6d">Add a <a href="https://support.zendesk.com/hc/en-us/articles/4408888828570-Creating-views-to-manage-ticket-workflow#topic_vcr_xfp_ec" target="_blank" rel="noopener noreferrer">new view</a> to gather all affected tickets</li>
<li data-list-item-id="e944050abcd2d73582d15b1921e7ad499">Under <strong>Tickets must meet all these conditions to appear in the view</strong>, if you know the timeframe when the trigger was disabled, add these conditions: <br><strong>Ticket: Status</strong> <strong>|</strong> <strong>Less than</strong> <strong>|</strong> <strong>Closed</strong> <br><strong>Ticket: Hours since created</strong> <strong>|</strong> <strong>Less than</strong> <strong>|</strong> 120 <br><strong>Ticket: Hours since created</strong> <strong>|</strong> <strong>Greater than</strong> <strong>|</strong> 24 <br><img src="https://support.zendesk.com/hc/article_attachments/10569901666586" alt="Affected tickets view sorting.png" width="500px"> <br>In this example, the view displays tickets created between the last five days until 24 hours ago. If you don't know the timeframe, consider other conditions such as status or assignee.</li>
<li data-list-item-id="e90331c2f1f3774666d6ce8adbaf00ffa">Click <strong>Save</strong>
</li>
</ol>
<p>As an alternative to a view, click the <strong>Search</strong> icon <img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search_icon.png" alt="" id="topic_v5y_pp3_y5__image_fdr_m3m_wf"> at the top of your Support tickets. Use <a href="https://support.zendesk.com/hc/en-us/articles/4408835086106-Using-Zendesk-Support-advanced-search#topic_v5y_pp3_y5" target="_blank" rel="noopener noreferrer">advanced search</a> to find affected tickets. For example, use the search string below to search for tickets created between two specific dates:</p>
<pre class="language-auto">created&gt;2020-01-01 created&lt;2020-01-31</pre>
</div><div class="accordion"><h3 id="h_01HNN92X13NPKAANVPR7T1SFG0">Step 2: Create a macro</h3></div><div class="panel">
<p>Use a macro to create the message to send to all your affected customers.</p>
<ol>
<li data-list-item-id="e11088fa77c8dd22d0b9a10ec3b2503f4">
<a href="https://support.zendesk.com/hc/en-us/articles/4408844187034-Creating-macros-for-tickets" target="_blank" rel="noopener noreferrer">Create the macro</a> and enter the macro name</li>
<li data-list-item-id="ef9dbfc87359967422523baabc159bc6e">
<p>Under <strong>Actions</strong>, add <strong>Comment/description</strong> and enter the text below:</p>
<pre class="language-auto">Hello {{ticket.requester.first_name}},

The last update we made in this ticket was never
delivered to you.

Find below all the messages exchanged in this request:

{{ticket.public_comments}}

Apologies for the inconvenience.</pre>
<div class="note tip">
<strong>Tip:</strong> For a complete list of placeholders, see <a href="https://support.zendesk.com/hc/en-us/articles/4408886858138-Zendesk-Support-placeholders-reference" target="_blank" rel="noopener noreferrer">Zendesk Support placeholders reference</a>.</div>
<p>Optionally, select <strong>Add tags</strong> <strong>|</strong> <code>resend_notification</code> to report on these tickets. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408838151450-Reporting-with-tags" target="_blank" rel="noopener noreferrer">Report with tags</a>.</p>
</li>
</ol>
</div><div class="accordion"><h3 id="h_01HNN92MP4S353A5QYB78Q0Y8E">Step 3: Bulk update your tickets with that macro</h3></div><div class="panel">
<p>When you're ready to resend the messages, in the view or search results, bulk update your tickets and use your recently created macro:</p>
<ol>
<li data-list-item-id="ecd4c69f2948e6e6e5366a589d86234f6">Open the previously created view and select all the tickets. The maximum number of tickets updated at one time is 100 tickets.</li>
<li data-list-item-id="e73d0c56f6dc36be4d1dddf27b6bcd9b4">Click <strong>Edit tickets</strong> and in <strong>Update tickets</strong> apply the created macro. <br><img src="https://support.zendesk.com/hc/article_attachments/7856364347930" alt="Bulk update tickets with a macro" width="500px">
</li>
<li data-list-item-id="e56e0605ba87096458c15eb5b85244e5d">Click <strong>Submit</strong>
</li>
</ol>
<p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408886890906-Managing-tickets-in-bulk" target="_blank" rel="noopener noreferrer">Managing tickets in bulk</a> and <a href="https://support.zendesk.com/hc/en-us/articles/4408823742618-Customers-are-not-receiving-emails" target="_blank" rel="noopener noreferrer">Customers don't receive emails</a>.</p>
</div>