How to unsubscribe someone from Klaviyo from a Zendesk ticket

To unsubscribe someone from Klaviyo from a Zendesk ticket, install Optwell, open their ticket and choose Unsubscribe from all marketing in the sidebar. Pick email, SMS or both, type a reason for the ticket note and press the button that names the person and the account. Klaviyo records the unsubscribe, Optwell reads the profile back and logs an internal note with the optwell_unsubscribed tag.

Before you start

• The Klaviyo private API key needs Full access to Profiles, Lists and Subscriptions. A read-only key shows consent and every change is refused.
• Allow unsubscribes must be on (it is by default), and the agent must be in Who may take actions.
• Changes are made from tickets, not from user pages.

Steps

1. Open the ticket. Optwell finds the Klaviyo profile by every email address on the requester's Zendesk profile. Use Find another profile for another email, phone number or profile id.
2. Read the consent. Email and SMS marketing show as Subscribed, Never subscribed or Unsubscribed, with since when and how, for example FORM: Footer signup or TEXT: JOIN.
3. Choose the action. Unsubscribe from all marketing for "stop everything", or Unsubscribe from one list for "fewer emails".
4. Pick the channels for an unsubscribe from all marketing: email, SMS or both. A list unsubscribe is email only.
5. Type a reason in Reason for the ticket note (optional), for example "customer asked us to stop emailing them".
6. Confirm. The confirmation reads like "Unsubscribe dana@example.com from all email marketing and SMS marketing in Klaviyo (US store)?" Nothing is sent before that click.

All marketing or one list

Klaviyo turns a list unsubscribe for someone who isn't on the list into a full unsubscribe. Optwell checks they're still on the list right before sending, so a "fewer emails" request never becomes "no emails" by accident.

After you confirm

Optwell reads the profile back and writes an internal note: who made the change, when, which Klaviyo account, the reason and what Klaviyo shows now. If the change isn't visible yet, the note gets an optwell_check tag and the panel says "Sent; Klaviyo is still applying it". Press Refresh after a minute.

Several Klaviyo accounts

With up to 3 accounts connected, Brand routing decides which account a ticket uses, one line per brand such as <brand id>: klaviyo 1. A brand you don't map asks the agent which account to use, and nothing is read until they choose. One ticket never touches two accounts.

What it costs

Optwell costs $110 a month per Zendesk account for up to 12 agents and admins on Team, or $9.50 per agent per month for 13 or more on Scale. Every feature is on both, after a 14-day trial; Zendesk asks for a card at install and bills monthly. The Optwell docs list every setting and message.