Zendesk Bulk Messaging Portfolio Demo

Portfolio Project

Bulk Message & Auto-Solve for Zendesk

A Python automation tool that sends templated messages to hundreds of customers via Sunshine Conversations API and auto-solves their tickets, handling mass incidents in minutes instead of hours.

Python Zendesk REST API Sunshine Conversations Google Colab Exponential Backoff

Zendesk View

Python Script

Sunshine API

Live Simulation

Click to simulate the bulk messaging process with mock data

Waiting for bulk send to start...

Payment saya gagal tapi saldo sudah terpotong. Tolong dicek ya.

Customer · WhatsApp · 3 hours ago

Hi! We're writing to let you know that the scheduled maintenance on our payment system has been completed. All services are now back to normal. If you still experience any issues, please reply to this message and our team will assist you. Thank you for your patience! 🙏

Business reply · no Meta template needed

Send condition channel = WhatsApp, conversation_id exists, last inbound ≤ 24h, not already tagged.

ID	Subject	Requester	Status	Tags	Result

1. Fetch Tickets from View

def list_view_tickets_pages(view_id):
    url = f"{ZD_BASE}/views/{view_id}/tickets.json"
    while url:
        r = req_with_retry("GET", url, auth=ZD_AUTH)
        data = r.json()
        yield data.get("tickets", [])
        url = data.get("next_page")

2. Resolve Conversation ID

def get_conversation_id_for_ticket(ticket):
    # Try direct from ticket metadata
    via = ticket.get("via") or {}
    conv = via.get("source", {}).get("to", {})
        .get("conversation_id")
    if conv:
        return conv.strip()

    # Fallback: user identity → conversation
    messaging_id = get_messaging_identity(
        ticket["requester_id"]
    )
    return get_default_conversation(messaging_id)

3. Send Message & Solve

def send_text_message(conversation_id, text):
    url = f"{SC_BASE}/conversations/"
        f"{conversation_id}/messages"
    payload = {
        "author": {"type": "business"},
        "content": {"type": "text", "text": text}
    }
    req_with_retry("POST", url, auth=SC_AUTH,
                   json=payload)

def solve_and_tag_ticket(ticket_id, tags):
    payload = {"ticket": {
        "status": "solved", "tags": tags
    }}
    req_with_retry("PUT", url, auth=ZD_AUTH,
                   json=payload)

✨ Key Features

🎯

View-Based Targeting

Processes only tickets from a specific Zendesk View. Precise targeting without affecting other queues.

🔄

Retry with Backoff

Handles rate limits (429) and server errors (5xx) with exponential backoff, up to 5 attempts per request.

🛡️

Idempotent Processing

Tags processed tickets to prevent duplicate sends. Safe to re-run without sending messages twice.

📊

Progress Reporting

Real-time console output with per-ticket status and final summary of sent, skipped, and failed counts.

🔍 WhatsApp Bulk Capability Comparison

How this tool compares to other platforms for bulk WhatsApp replies within the 24-hour service window.

⚡

No Meta Template Approval Required (Inside 24h)

This tool uses Sunshine Conversations API to send structured messages (text, cards, carousels) within the 24-hour session window, without submitting templates to Meta for approval. It routes messages to the specific conversation_id tied to each ticket, ensuring replies land in the correct thread.

📊 Platform Comparison

24h window rules

Platform / Approach	Bulk WhatsApp Inside 24h	Outside 24h	Best Fit
This Tool (Sunshine API)	✅ Yes, ticket reply	⚠️ Template or skip	Mass incident replies from Zendesk Views
Front	✅ Bulk reply	⚠️ Template rule	Shared inbox teams with native bulk
Kommo / DoubleTick / Manychat	✅ Active sessions	⚠️ Template required	WhatsApp-first broadcast to contacts
Zoho Desk	❌ Not main flow	⚠️ Template	Mass template messages to tickets
Qontak / WATI / respond.io	⚠️ Campaign-specific	⚠️ Template	Approved-template blast workflows
Freshdesk / Gorgias	⚠️ Possible as reply	⚠️ Template rule	Support tickets and agent macros

💡 Why no template inside 24h? Sunshine Conversations sends structured messages within the active session window. Unlike platforms that require Meta-approved templates even for simple replies, this tool sends directly via the API without any approval process, as long as the customer messaged within 24 hours.

💬 Conversation-based routing The tool sends to the specific conversation_id linked to the ticket. It first checks ticket metadata, then falls back to the user's default conversation. This is conversation-based delivery: the message reaches the same thread the customer used, not a generic channel broadcast.

🛡️ Implementation Guardrails

⏱️

Check the Window

Do not assume every ticket is eligible. Verify the last inbound customer message timestamp is within 24 hours before sending.

📨

Reply ≠ Broadcast

This is bulk reply to existing conversations, not cold outbound broadcast. The customer initiated contact first.

🏷️

Idempotency via Tags

Tag processed tickets so reruns skip previously handled tickets and avoid duplicate customer messages.

🔄 Adaptable to Other Platforms

The same "reply to active conversation via API" pattern can be replicated on other helpdesk platforms with their respective APIs.

Intercom Low effort

POST /conversations/{id}/reply

Almost identical pattern. Reply as admin to existing conversations. Free-form text, no template needed.

Admin reply Free-form text Close conversation

Freshchat Medium effort

POST /v2/conversations/{id}/messages

Send messages to existing Freshchat conversations. Requires mapping Freshdesk tickets to Freshchat conversation IDs.

Agent message Ticket-chat mapping Resolve action

HubSpot Medium effort

POST /conversations/v3/.../threads/{id}/messages

New Conversations API v3 supports sending messages to existing threads. Also supports custom channels.

Thread reply Custom channels Newer API

Transferable skill: The core pattern (fetch tickets → find conversation → send reply → update status) works across platforms. Only the API endpoints and authentication methods change.

Zendesk Bulk Messaging