Nuevo
Trailwell
Mixpanel, Amplitude or PostHog usage on every ticket: last seen, key events, errors. From $100/mo.
Funciona con
Support
Desarrollador
Great Work LLC
About this app
See what the customer did in your product right before they wrote in, from Mixpanel, Amplitude or PostHog. Trailwell puts the requester's product usage next to the ticket: when they were last seen, sessions and events this week and this month, the features you care about with counts, errors, and the events from the hours before the ticket. "It just stopped working" gets a lot more specific when you can see the three failed exports at 13:46.
Trailwell is built by Great Work LLC. It's not made, endorsed or sponsored by Zendesk, Mixpanel, Amplitude or PostHog. Mixpanel, Amplitude and PostHog are trademarks of their owners.
The customer's usage on the ticket
- Found automatically by the requester's email addresses, by your Zendesk user external id (when your product sends it as the user id), or both. Nothing found? Look anyone up by email or user id.
- Last seen with a plain badge (Active today, Active this week, Quiet, Dormant) and first seen.
- Sessions and events for the last 7 days and your history window (30 days by default, up to 90).
- Key events you choose, like "Export run" or "Invoice*", with 7-day and 30-day counts and when each last happened. No list set? You see the most used events.
- Errors: counts and the latest ones with their message, from the events you mark as errors.
- The 24 hours before the ticket, highlighted in the timeline, with a "Ticket created" marker so you see what happened before and after.
- Key properties you pick (plan, company, seats, role), plus cohorts and feature flags for PostHog.
On ticket and user pages, and on new tickets once a requester is set.
Works with the tool you already use
- Mixpanel: a service account (read-only Consumer role is enough) and your project id. US, EU and India data residency.
- Amplitude: your project's API key and secret key. US and EU data centers.
- PostHog: a personal API key with read scopes and your project id. US Cloud, EU Cloud or your self-hosted address.
Hand it to the team in one click
- Add usage summary as internal note, tagged
trailwell_usage_note. Handy when you escalate to engineering. You decide who may add it. Trailwell never writes to Mixpanel, Amplitude or PostHog. It has no call that could.
Limits
Each tool's API sets an hourly budget: Mixpanel allows about 30 tickets an hour per project, Amplitude 180. Trailwell tells the agent when it's used up.
Amplitude finds people by user id, so email lookups work when your product uses the email as the user id.
Mixpanel sessions are estimated from 30-minute gaps between events, and labelled that way.
Plans (billed monthly by Zendesk)
Every feature and every analytics tool is on every plan. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
- Team: $100 per month for Zendesk accounts with up to 12 agents and admins.
- Scale: $9 per agent per month for accounts with 13 or more agents and admins.
Your data
Your Mixpanel, Amplitude or PostHog credentials are stored as Zendesk secure settings. They never reach the agent's browser: Zendesk adds them to each request on the way to your analytics tool, and only to its API host. Trailwell sends the requester's email address or external id to your own analytics project to find them, reads that one person's usage while the ticket is open, and keeps no copy. It has no Great Work server, sends nothing to Great Work or anyone else (not even usage statistics), does no background work, has no export and uses no AI.
Made by Great Work, a small software company. Questions go to hello@greatwork.company and a person replies within one business day. (We're the ones with the duck.)
Detalles de la aplicación
Cómo instalar
- Get read credentials from your analytics tool. Mixpanel: Organization Settings > Service Accounts, create a service account named "Trailwell for Zendesk" with the Consumer role on your project, and copy its user name and secret (the secret is shown once); note the project id (Project Settings > Overview) and whether the project is in the US, EU or India data center. Amplitude: Settings > Projects > your project > General, copy the API key and the secret key; note whether the organization is in the US or EU data center. PostHog: Settings > User > Personal API keys, create a key named "Trailwell for Zendesk" limited to your project with the read scopes person, query, cohort and feature flag; note the project id (Settings > Project > General) and whether you use US Cloud, EU Cloud or a self-hosted address.
Install Trailwell from the Zendesk Marketplace and choose the plan for your team size (Team up to 12 agents, Scale from 13). The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Set Analytics tool to
mixpanel,amplitudeorposthog, and fill in that tool's settings: Mixpanel data residency (us,euorin), project id, service account user name and secret; or Amplitude data center (usoreu), API key and secret key; or PostHog region (us,euorcustom), project id and personal API key, plus the self-hosted address (host name only, like posthog.example.com) forcustom. Zendesk stores the keys as secure settings; agents never see them, and Zendesk only sends them to your analytics tool's API host. - Choose Match by:
email(default),external_idwhen your product's user id is in each Zendesk user's External ID, orboth(external id first). - Optional: list Key events (comma separated, end a name with * to match a prefix), Key properties, and Error events; change Days of history (30) and Timeline size (25); add a Profile link with
{distinct_id},{id}or{email}for Mixpanel or Amplitude (PostHog links itself). Turn off Load usage automatically if your team opens more than about 30 tickets an hour on one Mixpanel project. - Choose Who may add notes (
agentfor everyone, the default, oradmin, custom role ids, orgroup:<id>), or switch off Allow the usage note. Open a ticket. Trailwell shows the requester's usage. The note action writes an internal note on the ticket.
Trailwell creates nothing in your Zendesk account or analytics tool at install. It adds an internal note and the trailwell_usage_note tag to a ticket only when an agent adds the usage summary; they stay if you uninstall. Uninstalling deletes the stored credentials; also delete the service account or key in your analytics tool.
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Planes y precios
Team
Free 14-day trial, then $100.00 per month
$100 per month for Zendesk accounts with up to 12 agents and admins. Every feature: the requester's product usage from Mixpanel, Amplitude or PostHog on ticket and user pages: last seen, sessions, events, key events you choose and error events. Email support, reply within 1 business day.
Prueba gratuitaScale
Free 14-day trial, then $9.00 per agent, per month
$9 per agent per month, for Zendesk accounts with 13 or more agents and admins. Smaller accounts choose Team; the note action stays off on Scale below 13 agents. Every feature, as in Team. Email support, reply within 1 business day.
Prueba gratuita