One of the key features of Proactive Tickets is to find the users you need to reach. That is being achieved in several ways. Each of these has a specific reason to use, which we'll explain in this article.
- User search
- Organization search
- Upload users
Is the most straightforward option to find the users you need to reach. On the Create Campaign page select the Search User button. Once selected you'll navigate to the User specific search. The search query here searches for users only. The result consist solely of users matching the search query. This is mostly useful for B2C use cases.
Another way to reach the proper users is by using the Organization Search. On the Create Campaign page select the Search Organization button. This search query searches for organizations only. Once the organization is found, all people from that organization are added to the results. Think of B2B use cases.
If you'd like to dive in deeper, we suggest using the Result Filter feature. For instance when you would like to find users with a certain tag.
Note: When a user already exists (checked by email address). During uploading mapped columns from your CSV to Zendesk User fields will overwrite the current values of the particular user. If the user doesn't exist, it will be created.
Uploading users is also possible. The app support uploading users thru a CSV file (UTF-8 formatted). Once you upload the file, the app will ask you to map the columns from the CSV to the possible options in Zendesk.
While you could upload users here and add information to their profile, you can also create a Campaign Placeholder. Let's say your import file contained a column with Order IDs, but there is no user field in Zendesk to store this. You can still import this and use that value thru a Campaign Placeholder, but be aware it is only available for this campaign.