Plan requirement
| Subscription | Any plan |
| Access | Admin |
No, and the mechanics say why rather than the policy. Every message becomes a ticket, replies at volume run into Zendesk's mail-loop protection, and a marketing send from your support domain puts your actual replies at risk.
Why can I not just email all my customers from Zendesk?
| 20 per hour | The limit on emails from the same user within an hour. The next 20 updates are suspended. |
| Beyond 40 | All further updates that hour are rejected outright, without even creating suspended tickets. |
| 1500 notifications | With the Gmail connector, Zendesk restricts you at this point, because Google allows 500 a day, or 2000 for paid accounts. |
Those thresholds exist to catch mail loops, and a campaign that produces a wave of replies looks exactly like one. Zendesk also suppresses automatic notifications for tickets created by bulk senders, except for agent comments, so the acknowledgements you were counting on do not go out either.
What people are usually trying to do
Telling customers about an outage. That belongs on a status page and your website. Proactive tickets to affected customers are reasonable at small scale.
Following up with a group. A view plus a bulk update with a comment does this, and it stays within what the system is for.
Actual marketing. Use a mailing tool. It handles unsubscribes, which most jurisdictions require, and it keeps marketing volume off the domain your support replies depend on.
Creating tickets proactively for a defined group is legitimate and supported. The line is roughly this: a message somebody would reply to is support, and a message you would rather they did not reply to is marketing.
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