Proactive Outreach

Tell many customers something at once, from inside Support: a maintenance window, a recall, a policy change, a follow-up. Build the audience, write the message once, and the app creates one proactive ticket per person. Replies come back as normal tickets.

About the developer

Built and supported by Pablo Simón, an independent developer in Ireland, maker of Help Center Doctor and its sister apps. Zendesk's own Proactive Tickets app stops functioning after 21 October 2026; this app is an independent replacement, not affiliated with or endorsed by Zendesk.

What the app does

• Audience: end users by tag, language, organization or custom field; organization members; requesters of tickets matching tags, status or dates; a CSV file. Merged and deduplicated by e-mail.

• Exclusions before anything is sent: agents, suspended and shared users, opt-out tags, people contacted in the last N days, domains you exclude, a cap per campaign.

• Message with placeholders ({{user.first_name|there}}, organization fields, CSV columns, {{date}}) and fallbacks, macros, live preview per recipient and, on Pro, one variant per language.

• Ticket settings: status, priority, type, form, group, assignee, brand, support address, CCs, tags, custom fields. A test ticket to yourself, required above 100 recipients.

• Delivery setup: checks the trigger that e-mails proactive tickets and can create a tag-scoped one, plus a STOP trigger that tags replies so opt-outs are counted.

• Delivery: batches of 100 through the bulk API, a per-minute limit you control, rate limits absorbed, pause and stop, resume after a closed tab without duplicates.

• Reports: created, failed (Zendesk's error, retry), replied, opted out; one row per recipient with ticket links; CSV export; a view per campaign; tag opted-out users.

• Saved audiences and templates, campaign history, duplicate to run again.

Plans (per account, 14-day free trial on paid plans)

Free: 200 tickets a month, 50 per campaign. Starter: 1,000 a month and per campaign, saved audiences and templates. Pro: 10,000 a month, language variants, campaign views. Business: 50,000 a month, priority support.

Data disclosure

• Runs entirely in the agent's browser inside Zendesk Support: no server, no vendor account, no API key.

• Reads, with the signed-in user's permissions: users, organizations and tickets matched by the audience filters, groups, agents, brands, forms, fields, support addresses, macros, triggers, views and languages.

• Writes only when you ask: the campaign's tickets, the triggers and views it offers to create, an opt-out tag on users, and shared settings as a setting of this app's installation.

• Stores campaigns, audiences, templates, the delivery ledger and settings in the browser's local storage; "Clear local data" removes it.

• Nothing goes to the developer or any third party. No analytics, cookies or AI services.

Privacy, terms and docs: https://helpcenterdoctor.app/proactive-outreach/