There are times you want to reach out to a customer proactively, letting them know you've raised a ticket for them, or sending a notice such as scheduled maintenance, without them having submitted anything first. The Send as Email feature lets you do exactly this, and the email is automatically converted into a ticket so you can track its progress like any other.
Common Uses
- Creating a ticket to log an issue a customer reported by phone or live chat, so it's properly tracked
- Sending an acknowledgement email after an issue was resolved on a call, with a ticket created for reference
- Sending season's greetings, marketing campaigns, drip emails, or newsletters to customers
How to Send an Outbound Email
- Go to the Tickets module and click the Add Ticket icon.
- Select the Contact, entering their details if they don't already exist, in which case a new Contacts record is created automatically.
- Enter the Subject and Description, and upload any attachments needed.
- Click Send As Email.
- Add CC or, if applicable, further recipients, use Templates or Snippets if needed, and send.
Details worth knowing: The recipient does not receive a separate "new ticket created" notification alongside your email, avoiding the confusing double-message some other helpdesk platforms produce. Your department's signature is added automatically unless you remove it from the email body. You can add up to 20 CC recipients, but BCC addresses aren't supported on outbound emails.
Need help? 1 Cloud Consultants can help you use Send as Email effectively for proactive customer communication that stays properly tracked in Zoho Desk.
Book a discovery call with 1 Cloud Consultants.