Hi!
We're still fairly new to Zendesk and have been desperately trying to find a way to get Zendesk to play nicely with mail merge.
We file change of address forms with the USPS every morning and have to send a decent amount of proactive emails to our users (anywhere between 20-200 emails per day) when we notice something off about their change of address request.
With our previous ticketing software, we sent these emails via a Google Sheets Mail Merge and then we'd just have to manually switch over the customer to be the end user versus our support email. In Zendesk, however, these tickets are being suspended since they are being sent from our support email address. We can unsuspend the ticket but this would be very manual and require agents to still manually tag the ticket, switch the customer over, etc. This also would result in a duplicate email being sent to the end user based on how we have Zendesk setup currently.
Another option is to send the mail merge from the agent's personal email, have the reply to be our support email address and then have agent's manually forward the email to our support email so that we have record of the initial outreach. However, there are still some problems with this, including:
1) No easy way to automate or mass forward these emails without the tickets being suspended in Zendesk
2) You have to manually switch the requester over from the agent to the end user. Additionally, you have to view the original email in order to see the customer's email address.
3) When the end user responds to the email, a new ticket is created so the agent then has to go and merge that with the original correspondence.
This has been a HUGE problem for us and we haven't seem to discovered any great solutions so we've been spending hours each day sending these emails out manually in Zendesk while we continue to find a workaround.
Does anyone else have a solution or ideas on things to try?