← Heralder
DocumentationPrivacyEULASupport

Heralder: setup and user guide

What Heralder does

Heralder creates one personal ticket for each person in a list, from inside Zendesk Support. Write the message once with merge fields; each customer gets their own ticket and their reply lands on it. Use it for delivery delays, outages and maintenance windows, recalls, policy or price changes, renewal reminders and any other "tell these people" moment.

Install

  1. In the Zendesk Marketplace, open Heralder and choose Install. Pick a plan; the 14-day trial starts and Zendesk asks for a card. Billing starts when the trial ends unless you uninstall.
  2. Restrict the app to the roles or groups who will send campaigns (Admin Center > Apps and integrations > Zendesk Support apps > Heralder > Role restrictions).
  3. Optional settings: the opt-out tag (default heralder_opt_out) and the default send rate.

Heralder adds one inactive trigger at install, "Heralder: email the requester of a new campaign ticket". Zendesk removes it on uninstall.

Send a campaign

  1. Open Heralder from the left navigation bar and choose New campaign.
  2. Audience. Upload a CSV (one row per person, an email column, any other columns become merge fields; name, first_name, last_name and locale are recognized), or search Zendesk: users, members of organizations, or requesters of tickets (each requester once).
  3. Message. Name the campaign, write the subject and message. Click a merge field to insert it. {{first_name|there}} uses "there" when the first name is blank. **bold** and links work. Add language versions for locales such as de or pt-br. Or start from a macro.
  4. Ticket and delivery. Status (including your custom statuses), priority, type, group, assignee, brand, form, the support address it is sent from, and extra tags. Choose how people hear about it:
    • Public reply, emailed by your account's triggers (most accounts: the standard "Notify requester of new proactive ticket" trigger).
    • Public reply, emailed by the Heralder trigger (an admin turns it on once from this step).
    • Internal note only (nobody is emailed; agents reply later). Then who to skip (agents, suspended users, the opt-out tag, domains, people Heralder contacted in the last N days) and the send rate.
  5. Review and send. The dry run shows how many tickets, who is skipped and why, the batches and time, which trigger will email them, and the first tickets exactly as Zendesk will receive them. Send a test ticket, type the number to confirm, and send.

Keep the tab open while it sends. Pause stops after the current batch; Stop ends the campaign.

After sending

  • Campaign page (click it in the list): status, counts, the log, batches and undo.
  • Resume or retry: choose the same CSV file (or re-run the search). Heralder reads the campaign's tickets back from Zendesk and sends only to people who do not have one yet.
  • Undo a batch: Withdraw solves the tickets, tags them heralder_withdrawn and adds an internal note. Delete moves them to Deleted tickets (an admin can restore them for 30 days). Neither recalls an email that already went out.
  • Find the tickets: search tags:heralder_<id>; every campaign ticket also has heralder.
  • Audit trail: each campaign has an internal log ticket (tag heralder_log) with the template, settings, counts, resumes and undos.

Limits

  • Plans: Team 1,000 tickets per campaign and 5 senders; Professional 5,000 and 10; Enterprise 15,000 and 20. "Senders" are agents who started a campaign in the last 30 days.
  • Up to 100 tickets per API call; the rate is 20 to 1,000 tickets per minute, and Heralder waits on its own when your account's API budget runs low or Zendesk asks it to slow down.
  • Email channel tickets. Heralder does not send WhatsApp, SMS or messaging conversations.

Data

Heralder runs in your browser inside Zendesk, calls only your Zendesk account as you, and keeps nothing outside Zendesk. See the privacy policy: https://greatwork.company/apps/heralder/privacy.

Help

hello@greatwork.company. We reply within one business day.