How to Personalize Mass Emails with CSV Data and Zendesk Custom Fields

Need to send different information to each customer in the same email campaign? With Proactive Campaigns, you can upload this information in a CSV file, map it to Zendesk custom fields, and use placeholders to add it to your emails automatically.

Let us show you how to set it up using an example where each customer receives their own tracking number.

Step 1: Create a Custom Field in Zendesk

First, create a custom field where you’ll store the personalized information.

In Admin Center, go to People → Configuration → User fields and click Add field.

Select the appropriate field type. For this example, we chose a Number field type.

Then, name it and save.

Step 2: Prepare Your CSV File

Create a CSV file with the customer information you want to use in your emails. For this example, we will include a column with tracking numbers for each customer.

Step 3: Create a Campaign and Upload Your CSV

Open Proactive Campaigns and create a new email campaign. For the target list, select the option to Import User List and upload the CSV file you prepared.

During the import, map the Tracking Number column from your CSV to the Tracking Number custom field you created in Zendesk, then click Save.

This tells the app which value from the CSV should be added to the user’s custom field.

Step 4: Add the Custom Field Placeholder to Your Email

Now, add the tracking number to your email using a placeholder.

In the email editor, click Placeholders and search for the custom field you created. Select it to insert it into your message. You can also type {{ and start typing the field name to find it.

In our email, we used the placeholder: {{ticket.requester.custom_fields.tracking_number}}.

If you want to make sure you've selected the correct custom field, compare the field key in the placeholder with the Field key shown in Zendesk Admin Center.

Step 5: Send the Campaign

Complete the remaining campaign settings and send the campaign. Proactive Campaigns will replace the placeholder with the value from each customer's custom field.

You can use the same workflow to personalize emails with other customer-specific information, such as account numbers, subscription details, renewal dates, personalized links, etc.

Have questions? Contact our support team.