Zendesk Support is a world-class site full of useful information. But after searching for, and reading, lots of articles I still have some very basic questions:
We run a travel site that takes bookings. We have a need to organise our emails so that everyone can easily find every email regarding an individual booking, both incoming and outgoing. (And later we would add other channels like chat and WhatsApp).
It seems to me that Zendesk Support would do this job well. But throughout the Zendesk site there only seems to be talk of using Support for problems.
1) I assume that it would also be good for bookings, is that right?
Ok, so we set up Zendesk and start using it. A client then writes to our chosen email address (we will retain and use one of our domain email addresses) and Zendesk Support automatically starts a thread and sends us an email to tell us about the new thread. We then open the Zendesk console, and find the thread.
2) To reply by email to the client we then write a comment in the Zendesk console - is that right?
3) And presumably our email system gets a copy of the comment?
4) What happens to our actual email system? - We will be doing everything in Zendesk, so all the usual maintenance of our email inbox is not being done - marking as read, cancelling stuff, moving to other folders and so on. How do people manage the inbox on the original email server?
Thanks for any help on this.
Zendesk Support is a world-class site full of useful information. But
after searching for, and reading, lots of articles I still have some
very basic questions:
We run a travel site that takes bookings. We have a need to organise
our emails so that everyone can easily find every email regarding an
individual booking, both incoming and outgoing. (And later we would
add other channels like chat and WhatsApp).
It seems to me that Zendesk Support would do this job well. But
throughout the Zendesk site there only seems to be talk of using
Support for problems.
You are correct in that a plurality if not majority of use cases are
for customer contact centers which usually focus on addressing issues
after they arise. At the same time, I know Zendesk is used for a
variety of other use cases including in your space.
1) I assume that it would also be good for bookings, is that right?
Ok, so we set up Zendesk and start using it. A client then writes to
our chosen email address (we will retain and use one of our domain
email addresses) and Zendesk Support automatically starts a thread and
sends us an email to tell us about the new thread. We then open the
Zendesk console, and find the thread.
Yep, that sounds correct. Details on the mechanism for configuring
the Support Address and redirecting messages to Zendesk can be found
here.
2) To reply by email to the client we then write a comment in the Zendesk > console - is that right?
While it is possible to work from an inbox, Yes, the main emphasis is
on working in the Zendesk agent console.
3) And presumably our email system gets a copy of the comment?
I would suggest to check out some of the articles provided by Zendesk
about email. forwarding, SPF, email archiving
4) What happens to our actual email system? - We will be doing
everything in Zendesk, so all the usual maintenance of our email inbox
is not being done - marking as read, cancelling stuff, moving to other
folders and so on. How do people manage the inbox on the original
email server? Thanks for any help on this.
Basically, Zendesk will be used by agents to respond to communications
and guide the interactions, and the email box can be considered as
operational in directing emails as needed. Separately you can
configure email archiving as linked above.
Depending on what system you're using, Gmail has a built in connector
described here, details on Exchange here, or something else here.
What do you want the interaction to look like between it and Zendesk
and what does your current operation look like compared to motivation
for using something like Zendesk?
Related
My intranet web application (written in C#/ASP.Net MVC) sends email notifications in certain situations. I would like to intercept replies to such emails and perform actions based on the content of such replies.
I have no preference for scripting language - it could be Powershell, Python, VBA, anything - as long as I can parse the subject and body of the email, I can then alter the database of my web application through this script and pick up changes with an automated task, but I really have no clue where to start. I would be really grateful if someone could point me in the right direction.
QUESTION
How can I intercept emails sent to the Outlook server and perform action based on the content of such emails?
It sounds like you need an inbound email parsing service. I've worked with the one from SendGrid and it will catch any replies to a specific email address, and then post the email contents to an action on a controller in your MVC app. This will give you access to the full email contents and you can process it as needed.
See Setting up Inbound Parse
With my rails application, I'm supposed to provide following features:
There a limited number of users interacting with my system (in order of 10 to 20)
Like any normal mail client users should be able to have an inbox page showing received message, response to individual email and etc....
The mail client part cannot be an external application, they want everything packaged into a single application!
Normally These emails should be stored for future use
In order to send a receive email, we do not need to setup a mail server. They will provide the server and we will fetch the message with POP3 or something else. Same goes for sending emails.
The application itself often needs to look into these message as well, so it should be able to access corresponding email objects.
Separate part of these applications can be handled with individual gems such as Mailman, ActionMailer, and etc...
But what would be your suggestions to get this done?
I suggestion customizing an open source solution according to your needs. This is a gem/project that you should look at https://github.com/mailboxer/mailboxer It has all the features that you mentioned and its straightforward in its customizations.
I'm building a web application were users need to ability to send out mass emails. The application is a ticket site where individuals sell tickets to various events. In turn, events have promoters that sell tickets. The sponsor of the event needs to ability to send mass emails to their promoters. An event may have hundreds of promoters. So I'm assuming looping through each promoter and sending an email wont cut it.
Does rails 3.0 provide some kind of mass email functionality?
Thanks,
Brian
I don't think you should have a problem looping through all the promoters and sending each one an email. However, you would want to do that as a background process.
Check out delayed-job or http://www.simpleworker.com/. Both of these will let you load the email into a background job, and allow you to redirect the user in a timely manner while the emails get sent in the background.
Solomon is right, you'll definitely want to do this in a background task, which is pretty simple with something like delayed job. Have you thought about how the messages will actually be delivered though? What mail server you are going to use? Many providers won't let you send out hundreds of messages at a time, and you are likely to run into spam issues if you try to send that volume of messages from a personal email account. You may want to take a look at a service like Mailgun that specializes in this. From their FAQ:
Why not just use Sendmail + Postfix + Courier IMAP?
You can but you should be aware that there is a constant battle raging
between good and evil (i.e., spam) in the email universe. In order to
be on the 'good' side of that battle and get your email delivered
there are numerous things you need to do. You need to have the right
infrastructure and register your IP and Domain appropriately. Also,
you need to have a history of email sending that complies with ESPs
rules in order to build a good reputation.
Moreover, if you are going to receive, store and host emails, you
better be prepared for maintaining this orchestra of software, take
care of backups, hardware failures, security patches and monitoring.
Stop kidding yourself, it's not 1998 anymore.
I'm not affiliated with them in any way, but in my experience getting rails to send email is trivial compared to dealing with getting it delivered successfully by the mail server.
I'm considering adding email addresses to a marketing web app. Currently users are able to sign up and get a subdomain address that they can choose (theychoose.domain.com). So I'm thinking of also offering theychoose#domain.com for an email address they can use.
I've pretty much decided on sendgrid.com for sending email through the web interface which takes care of a ton of sending headaches. I'd also like to avoid setting up an email server if I could so I'm looking for services that allow me to set up an account and then programmatically create addresses when a user signs up. I want to find a service that will deal with all the spam filtering etc.
Also, this probably makes no difference but it's a Rails app.
One possibility is to use Google Apps Premier Edition. The API description can be found at http://code.google.com/apis/apps/gdata_provisioning_api_v2.0_reference.html.
Keep in mind though, that each user will cost $50/year. However, if you make significantly more than that per registered user, then it may be worth it.
When a user completes an order at my online store, he gets an email confirmation.
Currently we're sending this email via Gmail (which we chose over sendmail for greater portability) after we authorize the user's credit card and before we show him a confirmation message (i.e., synchronously).
It's working fine in development, but I'm wondering if this will cause a problem in production. Will it require making the user wait too long? Will many simultaneous Gmail connections get us in trouble? Any other general caveats?
If sending the emails synchronously will be a problem, could someone recommend an asynchronous solution (is ar_mailer any good?)
The main issue I can think of is that Gmail limits the amount of email you can send daily, so if you get too many orders a day it might break.
As they say :
"In an effort to fight spam and
prevent abuse, Google will temporarily
disable your account if you send a
message to more than 500 recipients or
if you send a large number of
undeliverable messages. If you use a
POP or IMAP client (Microsoft Outlook
or Apple Mail, e.g.), you may only
send a message to 100 people at a
time. Your account should be
re-enabled within 24 hours. "
http://mail.google.com/support/bin/answer.py?hl=en&answer=22839
I would recommend using sendmail on your server in order to have greater control over what's going on and don't depend on another service, especially when sendmail is not really complicated to set up.
The internet is not as resilient as some people would have you believe, the link between you and GMail will break at some point or GMail will go offline causing the user to think that they have not paid sucessfully.
I would put some other queue in place, sendmail sounds acceptable and you can't create your site now for where it 'might' be hosted in the future.
Ryan
If the server waits for the email to be sent before giving the user any feedback, were there problems connecting to the mailserver (timeouts, server down etc) the user request would timeout too and he wouldn't be told anything about the status of his order, so I believe you should really do this asynchronously.
Also, you should check whether doing that is even allowed by GMail's TOS. If that's not the case, you may check if that's allowed if you purchase one of their subscriptions. Also, there's surely a limit to the number of outgoing emails you may send within a given timeframe so if you're expecting your online store to be successful, you may hit that limit and bump into some nasty issue. If you're not self-hosting the site, you should check whether your host offers email servers (several plans include them for free) as then using your host's ISP would be the most obvious choice.
FACT: Gmail crashes. Not often, but it happens, and you can't control it or test it.
The simplest quick-fix is to start a separate thread or fork a subprocess to send the email. Yes, there likely will arise problems from using Gmail, and I really have no input on that vs. the alternatives. But from a design perspective, there's just no reason to make the user wait for that process to complete.
From a testing perspective, this might be where a proxy pattern might come in handy. It might be easy for you to directly invoke Gmail to send a message. Make it harder. Put in a proxy object that does the mailing for you that you can turn off (because heaven knows you can't for testing purposes make Gmail crash). Just make your team follow what happens in the event of an email malfunction by turning off the proxy and trying to complete an order. If you are doing it synchronously, then all the plagues mentioned here by other posters will rear their heads. If you are doing it asynchronously, you should be able to allow it to fail silently (from the user's perspective--from your perspective there should be enormous logging statements and text messages in the middle of the night and possibly a mild electric current arcing across the surface of someone's skin).