Assentwell: setup and user guide
What Assentwell does
Assentwell sends Docusign envelopes from the Zendesk ticket sidebar: a template from your Docusign account with fields filled from the ticket, or a document (a ticket attachment or a file from the agent's computer). The sidebar shows each envelope's status and each signer's progress, lets agents remind the signer or void the envelope, and adds the signed PDF back to the ticket as an internal note when it is done. Every step asks for confirmation first and is logged on the ticket.
You need a Docusign eSignature account. Assentwell is billed by Zendesk; Docusign bills its own plan separately.
1. Install and connect Docusign
- In the Zendesk Marketplace, open Assentwell and choose Install, then the plan for your team size: Team ($90 per month, up to 14 agents and admins) or Scale ($6.50 per agent per month, 15 or more). The 14-day trial starts and Zendesk asks for a card. Billing starts when the trial ends unless you uninstall.
- In the app settings, under OAuth Authentication, click the sign-in link. Sign in to Docusign as the user who should send your envelopes (a shared sender account works well) and click Allow. Zendesk shows a check mark when it is connected.
- Save. Open any ticket: the Assentwell sidebar shows "Sending from
as ".
Zendesk keeps the Docusign connection and renews it on its own. It is never sent to agents' browsers, and Zendesk only uses it for Docusign's own servers. If nobody uses Assentwell for 30 days, Docusign may ask an admin to sign in again.
Several Docusign accounts? If the connected user belongs to more than one Docusign account, paste the one to send from into Docusign account id (Docusign > Settings > Apps and Keys > API Account ID). Empty means the user's default account.
2. Settings
- Who may send:
agent(everyone, the default),admin, custom role ids (Admin Center > People > Roles; the id is in the role's URL) orgroup:<id>, separated by commas. Everyone else sees the envelopes on the ticket but cannot send, remind or void. - Allow sending templates / documents / reminders / voiding envelopes: switch any of them off.
- Attach the signed PDF: on by default. When an agent adds a signed envelope to the ticket, the signed PDF (with Docusign's certificate of completion if your account adds it) is attached to the internal note. Off: the note links the envelope in Docusign instead.
- Template filter: only offer templates whose name or description contains this text, for
example
Support. - Email subject and Email message: what Docusign puts in the email to signers.
{document}(the template or file name),{name}(the first signer's first name) and{ticket}(the ticket number) are filled in. Agents can edit both before sending. Docusign allows 100 characters in the subject. - Signature anchor for documents: text in your own documents where the signature goes, for
example
/sig1/(often typed in white so customers do not see it). Assentwell places a signature field on that text and a date field under it. Empty: the signer places the signature themselves.
3. Fill templates from Zendesk
In Docusign, edit the template and give a text field a data label from this list. When an agent sends the template, Assentwell fills the field and shows every value first.
| Data label | Filled with |
|---|---|
zd_requester_name, zd_requester_email, zd_requester_phone | The ticket requester's name, email and phone |
zd_organization | The requester's organization name |
zd_ticket_id, zd_ticket_subject | The ticket number and subject |
zd_date | Today's date (YYYY-MM-DD, in the agent's time zone) |
zd_agent_name, zd_agent_email | The sending agent |
zd_field_<id> | A ticket field, by its id (Admin Center > Objects and rules > Tickets > Fields), for example zd_field_360001234567 |
zd_user_<key> | A user field of the requester, by its field key, for example zd_user_account_number |
zd_org_<key> | An organization field, by its field key, for example zd_org_contract_tier |
Labels are not case sensitive. A zd_ label Assentwell does not know is left as the template has
it and marked in the send form. Fields without the zd_ prefix are never touched. Only the values
of the fields your template asks for are read and sent.
4. Sending
From a template: choose the template. The first signer role without a fixed recipient gets the ticket requester; roles the template already names (a countersigner) keep their recipient. Agents can change any name or email. Check the filled fields, the subject and the message, click Review, read the sentence that says exactly what Docusign will send to whom, then Send for signature.
A document: choose one of the ticket's attachments (Use) or a file from your computer (PDF, Word, Excel, PowerPoint, RTF, text or an image, up to 10 MB). The requester is the signer by default. Review and send the same way.
After sending, Assentwell adds an internal note (template or file, recipients, filled fields,
subject, the envelope id and a link to it in Docusign) and the tags assentwell_sent and
assentwell_awaiting. Sending needs a saved ticket that is not closed.
5. Status, reminders, void and the signed copy
- Status: each envelope on the ticket shows its status (sent, opened, signed, declined, voided) and each signer's progress. Docusign allows one status check per envelope every 15 minutes, so Assentwell checks when the ticket opens if at least 20 minutes have passed since the envelope was sent, checked or reminded, and Check now shows when the next check is allowed. Envelopes already recorded on the ticket are not checked again.
- Remind: Docusign emails the signing link again. Logged as an internal note.
- Void: stops an envelope that is still out for signature. Docusign needs a reason and emails
it to the signer. Logged as an internal note, tag
assentwell_voided. - Add signed PDF to ticket: when an envelope is signed, one click adds an internal note with
who signed and when, the signed PDF attached, and the tag
assentwell_signed; theassentwell_awaitingtag comes off when nothing else is out on the ticket. A declined envelope can be recorded the same way with the reason (tagassentwell_declined). - Views: a view with the condition "Tags contain at least one of: assentwell_awaiting" lists every ticket still waiting on a signature.
6. Plans
Assentwell counts the agents and admins in your Zendesk account when it opens. If the account has outgrown the plan (for example 20 agents on Team), envelopes stay visible and sending turns off, with a message naming the plan that fits. An admin changes the plan in the Zendesk Marketplace.
7. Troubleshooting
| Message | What to do |
|---|---|
| "Docusign did not accept the connection" | The connected Docusign user changed their password, left, or the connection was idle for 30 days. An admin opens the app settings and signs in to Docusign again |
| "...a Docusign site this version of Assentwell does not know yet" | Email us; we add new Docusign regions the same day |
| "The connected Docusign user cannot use account ..." | Fix the Docusign account id setting, or empty it to use the default account |
A zd_ field is empty in the form | The Zendesk field has no value on this ticket, user or organization, or the label is misspelled (see section 3) |
| "Zendesk did not let Assentwell read" an attachment | Your account may require sign-in for attachments. Download the file from the conversation and choose it with Or choose a file |
| "Signed PDF not attached" in the note | Zendesk refused the upload from the app. The note links the envelope in Docusign, where you can download the PDF |
| "Docusign is limiting requests" | Your Docusign account hit its hourly API limit. Wait and try again |
| No send buttons | Your role or group is not in Who may send, sending is off in the settings, the plan does not match your team size, or the ticket is new or closed |
Questions: hello@greatwork.company. We reply within one business day.
8. Data and privacy
Assentwell has no server. Only the document, the recipients and the template fields an agent confirms go to Docusign. The list of envelopes sent from a ticket is kept in a hidden ticket field Assentwell creates at install ("Assentwell: envelopes (managed by the app)"); nothing is copied, cached or exported anywhere else. Full policy: https://greatwork.company/apps/assentwell/privacy. Terms: https://greatwork.company/apps/assentwell/eula.