Send Announcement
Description
The Send Announcement App allows authorised agents to send the first message from a Deskpro ticket to multiple recipients.
Agents can build a recipient list by:
pasting user IDs
pasting email addresses belonging to existing Deskpro users
searching for and selecting individual users
searching for and selecting organisations
The app resolves the selections into individual recipients, removes duplicates, and allows the agent to review or remove recipients before sending.
When confirmed, the app creates a separate delivery ticket for each recipient using the source ticket’s first message. Up to 200 recipients can be processed in one send.
How to Install
Go to Admin > Apps & Integrations > Apps > Available.
Select Upload and upload the app’s ZIP file.
Find the app in the list of available apps.
Follow the instructions under the app’s Setup section to configure and install it.
The app will then be available in the ticket sidebar.
App Settings
Configure the following settings during installation:
Deskpro domain: Enter the help desk domain without https:// or a trailing slash.
API key: Use a key with permission to read users, organisations, tickets and messages, and create tickets.
Announcement label: Enter the label name used to identify delivery tickets.
Delivery status: Select the status applied to generated delivery tickets.
Send concurrency: Controls how many delivery tickets can be created concurrently.
Send delay: Adds a short delay between delivery requests.
Recommended starting settings:
Send concurrency: 8
Send delay: 5 milliseconds
If Deskpro returns rate-limit or server errors, reduce concurrency to 4 and increase the delay to 50–100 ms. The app is capped at 200 recipients per send.
The label configured in the app must exactly match the label used in the delivery trigger and all exclusion conditions.
Additional Configuration
The Send Announcement App requires additional Deskpro configuration before announcements can be sent safely.
Delivery Trigger
Create a new ticket trigger for tickets containing the announcement label configured in the app setttings, for example:
announce
Triggers can be created in Admin > Business Rules > Triggers
The trigger should run for the following event:
New ticket
By agent
API
The trigger should have the following criteria:
Label | contains | [announce]
The trigger should have the following actions:
Send email to user (recipient)
Stop processing triggers.
(This is to prevent unnecessary agent notifications and other automated actions)
In the Trigger list change the order so the Trigger runs before other global ticket triggers
Exclude Announcement Tickets
You may want to review your configured escalations and SLAs to use the configured announce label to exclude the delivery tickets from these automations.
Escalations can be found in Admin > Business Rules > Escalations and SLAs can be found in Admin > Business Rules > SLAs
Only grant permission in the APP to specific agents who you want to authorise to send bulk communications.
The app uses the permissions of the agent under whose context the API key was generated. It does not use the individual Deskpro permissions of the agent currently using the app.
Generate the API key from a dedicated, appropriately restricted account where possible.
Agents should review the message and recipient list carefully before sending.
Adding users by selecting an Organisation may include many users and should be expanded and reviewed before sending.
Delivery tickets should be clearly labelled so they can be identified for reporting and auditing.
Deskpro triggers must be configured carefully to prevent unintended notifications, automations, webhooks or escalations from running on delivery tickets.