For support agents, keeping track of multiple follow-ups or updates can be challenging. Sending each email manually can be time-consuming and increases the risk of delays or inconsistencies.
With Proactive Campaigns, which is a seamless Zendesk Support integration, you can create email automations that deliver a series of messages automatically. Here are some practical examples of how sequences can be used:
- Ticket follow-ups: Automatically send a check-in email 24–48 hours after resolving a ticket to ensure the customer is satisfied.
- Inactive customer reminders: Reach out to customers who haven’t interacted with your support in a while, prompting them to reopen or submit a new ticket.
- Onboarding sequences: Guide new users through setup steps or features with a series of timed emails.
- Appointment or task reminders: Send automated reminders for upcoming meetings, deadlines, or scheduled callbacks.
- Feedback requests: Follow up after a ticket is closed to collect NPS scores, survey responses, or product feedback.
- Promotional or announcement campaigns: Notify users about new features, updates, or special offers while keeping emails relevant and timed appropriately.
Automated sequences like these help agents provide timely, consistent communication, reduce manual effort, and improve customer engagement without additional work. Learn more about it.