How to send an email update to many tickets

CGoodwinOlsen — Mon, 25 Apr 2022 12:41:22 GMT

We are looking for advice regarding best practice for handling tickets where the topic/issue, and therefore resolution, is common for multiple customers.

Use case: an issue with out product occurs which impacts many or even all customers, so many customers contact customer service reporting the same issue. A large volume of tickets are therefore generated regarding the same problem. When the problem is resolved, all customers who raised a ticket need to receive the same update (for example via email) and the tickets all need to be closed. What is the best practice way to do this?

We have looked into creating Lists of Contacts associated to Tickets where, for example, ticket name contans "(name of the common issue)". Then an email can be sent to this list. However, it seems like we won't be able to get this email associated to the relevant ticket, nor would replies from the customer come into the same existing ticket.

How are other users of Service Hub addressing this? Look forward to hearing from you! 😃

Re: How to send an email update to many tickets

PamCotton — Mon, 25 Apr 2022 21:27:59 GMT

Hello @CGoodwinOlsen, Happy Monday!

I would like to invite some of our top experts to this conversation, hello @darynsmith @louischausse any recommendations to @CGoodwinOlsen matter?

Thank you,

Pam

Re: How to send an email update to many tickets

Jnix284 — Tue, 10 May 2022 13:43:50 GMT

Hi @CGoodwinOlsen ,

You are correct that using marketing email based off of a list would not associate back to the ticket, nor would replies go to the same ticket.

Marketing emails are not visible in ticket timelines. You can setup the "reply-to" on the marketing email to go to a conversations inbox so that the replies can be monitored (again, wouldn't be tied back to the original ticket).

Here is the knowledge base article on how to track replies to marketing emails.

The best approach depends on whether you are talking about 10 tickets, 100 tickets, 1000 tickets or 10k+, you'll have to decide what is most important (getting the info out quickly or centralizing the info within the ticket, etc.). Every solution can vary substantially when it comes to time, price, and quality.

Here is the knowledge base article on how to automate ticket status and actions

The first solution would be to use a workflow to automate the marketing email:

Create a workflow based off of the ticket property, with enrollment criteria clearly defined (I would use a date range in addition to the ticket name). You might also try including an OR statement for variations of the ticket name.

And the first step would be the marketing email that you have created with the replies setup.

The second step would need to include a delay to allow time for the email to send.

From there, you could do a few different things, you could just immediately change the ticket status to closed by using the "set property value" or if you want to include a longer delay and verify emails were opened, you could do an if/then branch for email opened, then close ticket or if email not opened, set task for service to follow up, or whatever your next best action would be.

Another solution that still uses a workflow, but avoids marketing emails:

I would follow the same criteria to setup the workflow, but the first step would be to assign a task set to email with the task description containing the solution. Depending on your team, you can assign specific users, etc. Setting up a shared task queue would be an easy way to manage.

Once the automation is run and the service team has been assigned the tasks, they would complete the tasks, sending the email for each task and marking the task complete.

For the workflow, you would then have to include a delay, some logic around the task and then you could update the property value to close the ticket.

The simplest solution from a technical standpoint (no workflow/automation), that keeps everything in the ticket:

Create a snippet or template that allows your team to quickly provide the soltion as a response to each ticket and close out the ticket as they normally would.

This is all using very basic automation and features, there are agency partners who could probably whip something up specific to your use-case that would likely tick all the boxes.

Best of luck!

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How to send an email update to many tickets

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