Help desk ticketing · Autessa Support Desk
Proactive outreach
Autessa Support Desk includes proactive outreach: tell customers about something you noticed before they ask. Each person gets their own personalized email and their own ticket, so replies stay private and come straight back into the queue, already waiting on them.
The problem it solves
Bulk email breaks the conversation
When you warn customers about an outage or a billing change with a mass email, replies scatter across inboxes and nobody tracks who answered. Outreach from the help desk keeps every reply attached to a ticket with an owner.
What you get
- Pick recipients by searching customers or companies, add everyone at a company, or type any email address (new customers are created).
- Start from a reply template and personalize with variables per recipient.
- See exactly what each person will get before sending.
- Choose priority and category, and a group and subcategory or “Let triage decide”.
- Each person gets an email from your support inbox with your signature, and it also shows in their Help Center under My requests.
- Tickets are assigned to you (if you are on the Team list) and are left waiting on the customer.
How it works
How does proactive outreach work in Autessa Support Desk?
Write the message
Open Reach out, write a subject and message or start from a template.
Choose who
Search customers and companies or type addresses. Everyone at a company can be added at once.
Check the preview
Review each person’s personalized copy.
Send
Every recipient gets their own email and their own ticket; replies thread back into that ticket.
Every option
Outreach options
| Option | What it does |
|---|---|
| Recipients | Existing customers, everyone at a company, or new email addresses. |
| Template | Optional reply template as the starting point. |
| Personalize | Variables filled in per recipient. |
| Routing | Priority, category, and group / subcategory or Let triage decide. |
| Status after sending | Each ticket waits on the customer (Pending). |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Send outreach to customers and companies. |
| Customer (signed in to your Help Center) | Receives a personal email, replies by email or in the Help Center under My requests. |
FAQ
Questions about proactive outreach
Straight answers. If something is not covered here, book a demo and ask us directly.
Can I message customers proactively from the help desk?
Yes. Reach out sends each recipient their own personalized email and creates their own ticket, so replies come back into the queue.
Do recipients see each other?
No. Each person gets a separate email and a separate ticket, so replies stay private.
Can I email everyone at one company?
Yes. Add the company and everyone at it is included.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours