If you're new to Proactive Tickets and want a quick overview of what it's all about, this getting started tutorial is for you. We'll introduce the core concepts of Proactive Tickets and then get you on your way to configuring it and using it in real life.
In this article we'll describe the most important features of Proactive Tickets.
Each Proactive tickets needs content in order to create tickets for the selected users. Sometimes even needs to be personalised with variables (also known as Mail Merge). Content can be styled, marked-up and added with the following options:
New proactive campaign
Start a new Proactive campaign from this page.
| Title | Description |
|---|---|
| Campaign name |
for internal reference |
| Email address |
address being used to send the email from |
| Create problem/incident relation |
when checked tickets of the type problem and incident will be made, and linked thru that. |
Search users
Search for a set of users to send a Proactive campaign to.
| Title | Description |
|---|---|
| User search query |
Query that is being used to search for a set of users. Check out the search reference or in particular the user search query options |
| Result filters |
Filters that are placed once there is a result from your search query |
Search Organizations
Searching for organizations is nearly the same as searching for users. The difference is in the search query. Search for organizations uses the specific Organization search from Zendesk. And is mainly aimed for B2B service teams.
| Title | Description |
|---|---|
| Organization search query |
Query that is being used to search for a set of organizations, and then show it's connected users. Check out our search reference. Or have a look at the organization query options. |
Compose Ticket
A Proactive ticket uses the same functionality as the well-known Rich-text editor from Zendesk. All the functions you are used too are available here. Images are the only unsupported feature at the moment.
Rich text options
Write a message with a full-blown rich-text editor. It's nearly the same as the well-know Rich-text editor used across Zendesk.
| Title | Description |
|---|---|
 |
Normal text, Header 1, Header 2, Header 3, Header 4, Header 5 |
 |
Strong |
 |
Italic / Emphasize |
 |
Underline |
 |
Unordered List |
 |
Ordered List |
 |
Text indent |
 |
Text outdent |
 |
Blockquote |
 |
Code span |
 |
Code block |
 |
Link |
 |
Divider / HR |
Placeholders & Dynamic Content Variables
Placeholders and Dynamic Content are well known concepts within Zendesk Support. With these variables you'll be able to add information to your message, which will be replaced by a value upon creation of a ticket. We added three options to use. You'll have all the native placeholders at your fingertips, extended with all custom fields (without looking up IDs). As a third option we added the ability to find all your Dynamic Content variables, and use them as well. As last option we added Campaign Placeholders, this option is only visible when importing users via CSV, and allows for additional cell data from your CSV file to be added to your message, for instance and Order ID.
| Title | Description |
|---|---|
 |
Zendesk placeholders |
 |
Custom field placeholders |
 |
Dynamic content placeholders |
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Campaign placeholders |