If your business is using Zendesk to manage customer service, you might have already faced a common challenge: Once a ticket is marked “Closed”, your team cannot send outbound messages to customers within the same conversation thread.
This limitation often creates problems for marketing, logistics, and even post-sale support teams who still need to communicate with customers after an issue is resolved.
The Problem with Zendesk’s Closed Ticket Limitation
Zendesk is designed around the idea that once a ticket is closed, the issue is complete. However, in reality, customer interaction doesn’t always end there.
- Marketing teams might want to send a campaign message to a past customer.
- Logistics teams might need to notify delivery updates.
- Customer service teams may receive customer replies about unrelated issues in the same channel.
Even though you can technically send outbound messages through API calls or external systems, these interactions don’t appear in the same conversation within Zendesk.
This means each team communicates in silos — separated from one another.
Let’s imagine:
Your marketing team sends a campaign message about a new offer. The customer replies, “I’m interested.”
→ That message goes to Zendesk.
→ But your customer service agent has no idea what the customer was referring to.
Or:
Your logistics team sends a shipment notification. The customer replies, “I’m not home, can you leave it with my neighbor?”
→ The reply arrives in Zendesk.
→ But the agent doesn’t know the delivery context or what message triggered it.
These disconnected conversations result in frustrating customer experiences and inefficient teamwork.
How Zendesk Sunshine Conversations Solves This
Not many Zendesk users know this — Zendesk has a powerful Conversational API platform called Sunshine Conversations.
Sunshine Conversations allows businesses to:
- Unify messaging across different departments (marketing, logistics, support, etc.)
- Integrate external systems and apps directly into Zendesk conversations
- Engage customers proactively across channels like LINE, WhatsApp, Messenger, or in-app chat
- Maintain full context of all interactions — no more silos
This means every message — whether sent from your marketing campaign, delivery notification, or support reply — stays in the same continuous conversation thread with the customer.
Your team can finally see the entire conversation history, regardless of who sent the message first.
Implementation Is Complex — But We Have a Solution
While Sunshine Conversations is powerful, it’s not easy to set up. It requires API integration, custom design, and development resources to align all teams and systems.
That’s where DEMETER ICT comes in.
As one of the most experienced Zendesk partners, DEMETER ICT has helped numerous organizations integrate Sunshine Conversations successfully.
And now, with our out-of-the-box tool called CXBOX HUB, you can achieve this unified experience in just one week — no heavy coding required.
CXBOX HUB helps:
- Connect marketing, logistics, and support teams in one single chat thread
- Customize message routing and visibility
- Deliver seamless customer experiences across all channels
Transform Your Zendesk Experience Today
If your teams struggle to communicate with customers across channels after tickets are closed — you’re not alone. But you don’t need to rebuild your system to fix it.
With Sunshine Conversations and CXBOX HUB by DEMETER ICT, you can:
✅ Keep every message in one conversation
✅ Empower all teams to engage customers contextually
✅ Deliver faster, smarter, and more personalized support
Talk to DEMETER ICT today and see how you can transform your customer engagement in just one week.
About the author
Dr. Varanyu Suchivoraphanpong is currently the Founder & CEO of DEMETER ICT, a Premier Partner of Google and Zendesk in the APAC region. The company has the largest customer base for Google and Zendesk services in APAC including Greater China, with a combined total of more than 4,600 business customers. Dr. Varanyu has over 25 years of experience in information technology, having previously held senior executive positions in major organizations including banks, IT service providers, and business consulting firms. Dr Varanyu obtained his PhD in Computational Mechanic from Imperial College London.
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