How to undo a bulk ticket campaign in Zendesk

To undo a bulk ticket campaign sent with Heralder, open the campaign in Heralder's list and go to Batches and undo. Withdraw solves a batch's tickets, tags them heralder_withdrawn and adds an internal note. Delete moves them to Deleted tickets, where an admin can restore them for 30 days. Withdraw the whole campaign does every batch at once. Neither one can recall an email that already went out.

Withdraw or delete?

Withdraw skips tickets that are closed or already withdrawn, and says how many it skipped.

Steps

1. Open Heralder and click the campaign in the list.
2. Load batches if they aren't shown. Each batch lists its tickets, how many are withdrawn and, for Pending, On-hold or Solved campaigns, how many a reply reopened.
3. Pick the batch and click Withdraw or Delete.
4. Confirm. The prompt reminds you: "Emails already sent cannot be recalled."
5. Read the result. Heralder says how many tickets it withdrew or deleted, skipped or failed. If Zendesk hadn't finished some when Heralder stopped waiting, run the same undo again in a few minutes.

Stop a campaign that's still sending

While a campaign sends, Pause after this batch stops after the current batch, and Stop ends the campaign. Batches already sent stay listed on the campaign page, where you can withdraw or delete them.

Resume a campaign that stopped

If the tab closed or you stopped on purpose, open the campaign and use Resume or retry:

1. Choose the same CSV file, or run the same Zendesk search.
2. Heralder reads the campaign's tickets back from Zendesk.
3. It sends only to people who don't have a ticket from this campaign yet.

So nobody gets the message twice, even if the browser crashed mid-batch.

The record that stays

Every campaign has an internal log ticket tagged heralder_log with the template, settings, counts, resumes and undos. Search tags:heralder_<id> for the campaign's tickets, or tags:heralder_withdrawn for every withdrawn ticket. Zendesk's article on viewing and recovering deleted tickets explains how admins restore deleted tickets within 30 days.

Prevent the need to undo

• Read the dry run: it shows who is skipped and why, which trigger will email the tickets, and the first tickets exactly as they'll be created.
• Send a test ticket to an address that isn't your agent login.
• Type the number to confirm on campaigns over 50 tickets, which makes you look at the count once more.
• Start with Internal note only if you're unsure, then reply to the tickets when ready.

What it costs

Heralder is billed monthly by Zendesk after a 14-day free trial: Team $120 a month per Zendesk account (1,000 tickets per campaign, 5 senders), Professional $199 (5,000 and 10), Enterprise $349 (15,000 and 20). Undo per batch is on every plan. See the Heralder documentation.