Nuevo
Heedwell
Public reply guard: asks before a risky public reply goes out and says why. Notes are never checked.
Funciona con
Support
Desarrollador
Great Work LLC
About this app
Catch the wrong public reply before the customer gets it. A note meant for your team goes out as a public reply. A reply mentions another customer's ticket or email address. A template still says [Customer name]. "I've attached the label" goes out with no label. Heedwell checks every public reply when the agent presses Submit, against rules your admin sets, and only interrupts when something looks wrong. When it does, it says exactly why and who will get the email.
Heedwell is built by Great Work LLC. It is not made or endorsed by Zendesk.
Asks only when there is a reason
- Rules, not a blanket pop-up. A clean reply goes straight out. Agents are asked only when a check fires, so the question means something and nobody learns to click through it.
- The reason, with the evidence. "The reply uses words meant for your team: internal only." "The reply points at another ticket: #4790." Plus every recipient, the requester and each CC, before anything is sent.
- Go back and edit, or send publicly. Going back keeps the reply in the editor. Your admin can make unfilled blanks block the reply outright.
- Internal notes are never checked or slowed down. Only public replies are.
What it checks
- Tickets you mark as sensitive: by tag (for example
viporlegal_hold), group, brand, ticket form, or the requester's organization. - Words meant for your team, like "internal only" or "do not share". Your list, whole words only.
- Links to other tickets and email addresses that are not on this ticket, the two classic ways one customer's details reach another. Your own domains are allowed.
- Unfilled blanks left from a template:
{{first_name}},[Customer name],<<date>>,TODO. Zendesk placeholders such as{{ticket.requester.first_name}}are fine. - "Attached" with nothing attached.
- An internal note switched to a public reply after the agent started typing it.
- A requester who changed while the ticket was open, a requester with no email address, CCs outside the requester's company and tickets outside the agent's groups (the last two are off until you turn them on).
Set it up for each team
Limit the checks to agents in certain groups, or leave out roles such as admins. Zendesk's own role and group restrictions for the app work too.
The sidebar shows a live check of the reply in the editor ("Would ask" and why), so agents and admins see a rule fire before anyone presses Submit.
Works on existing tickets and on new tickets an agent creates.
Get started
Install Heedwell, choose what to watch in the app settings (tags, groups, team-only words, your own email domains), then open a ticket: the sidebar shows a live check of the reply in the editor.
Plan (billed monthly by Zendesk)
Standard: $2 per agent per month. Every check is included. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Heedwell runs entirely in your browser inside Zendesk. It reads only what is already on the agent's screen (the open ticket and the reply in the editor) and makes no API calls at all, not even to Zendesk. There is no Great Work server, no account to create and no API token to paste. It keeps no copy of anything, logs nothing, sends nothing to Great Work or anyone else (not even usage statistics), installs nothing in your account and uses no AI.
Support
Email hello@greatwork.company. We reply within one business day.
Detalles de la aplicación
Cómo instalar
Install Heedwell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- In the app settings, choose what to watch. Every list takes names or ids separated by commas:
- Watch tickets with these tags / in these groups / on these brands / using these forms / with requesters in these organizations: any public reply on those tickets asks first.
- Words meant for your team only: starts with "internal only", "do not share", "confidential" and a few more. Edit the list or clear it.
- Your own email domains: addresses on them are never flagged.
Turn each content check on or off: links to other tickets, unknown email addresses, unfilled blanks (or make blanks block), "attached" with no file, internal note switched to public, requester changed, requester with no email, CCs outside the requester's company, tickets outside the agent's groups.
- Only check agents in these groups and Never check these roles set who is checked.
- Optional: under Role restrictions, limit the app to certain roles or groups.
- Open a ticket, choose Public reply and type a reply that mentions "internal only". The Heedwell sidebar shows Would ask and why. Press Submit to see the confirm window, then Go back and edit.
Heedwell creates nothing in your account at install (no fields, tags, triggers or views) and keeps no data, so uninstalling removes it completely.
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