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Heartwell docs

Heartwell shows the account behind a Zendesk ticket from your customer success tool (Vitally or Planhat): health score and trend, segment, ARR and MRR, renewal date, CSM, NPS, open tasks and projects, recent notes and conversations, and the traits you choose. Agents can add a note to the account and flag the Zendesk organization at risk. Plans: Team $100 per month up to 12 agents, Scale $9 per agent per month from 13 agents, after a 14-day trial.

Set up

  1. Vitally: Settings > Integrations > REST API. Switch the integration on and copy a key's secret token. Your subdomain is the first part of your Vitally address (acme in https://acme.vitally.io). EU accounts use the EU data center. Planhat: Settings > Private Apps. Create an app with access to companies, end users, users, conversations, tasks and NPS (write access to conversations for notes) and copy its token.
  2. Install Heartwell from the Zendesk Marketplace, pick a plan and fill in the settings below.
  3. Put your customer id in each Zendesk organization's External ID (the account's external id in Vitally, the company's external id in Planhat) for the most reliable match.

Settings

SettingWhat it does
Customer success toolvitally or planhat
Vitally subdomain / data center / API keyWhere and how Heartwell reaches Vitally. The key is a secure setting.
Planhat API host / access tokenLeave the host as api unless Planhat support gives you another. The token is a secure setting.
Who may take actionsagent (everyone), admin, custom role ids, group:<id>, comma separated
Allow notes / Allow the at-risk flagSwitch each action on or off
Match by company domainVitally: look for users at the organization's domains when the requester isn't a Vitally user
Key traits to showUp to 12 Vitally trait keys or Planhat custom field names
Previous health score fieldA trait or custom field holding the last health score, for the trend arrow
Account page linkYour CS tool's account address with {id}, for an Open link

How an account is found

  1. The Zendesk organization's external id, as the account's id or external id.
  2. Every email address on the requester's Zendesk profile, as a Vitally user or Planhat end user.
  3. Vitally only, when nothing matched: users at the organization's domains and the requester's company email domain (mailbox providers like gmail.com are skipped). Several accounts: pick one.
  4. Anything else: type an email or account id in Find another account.

Health bands and trend

  • At risk below 45% of the scale, Needs attention up to 70%, Healthy above. Vitally scores are out of 10; Planhat health numbers above 10 are shown out of 100.
  • The trend compares the score with your "Previous health score field". In Planhat, without that field, Heartwell uses the CSM score log and says so under the arrow.
  • Renewal shows a countdown: amber within 30 days, red once the date has passed.

Actions

  • Add note to Vitally / Planhat (saved tickets only): the agent writes a subject and note, confirms, and Heartwell adds it to the account with the ticket link and the agent's name, then logs it on the ticket as an internal note tagged heartwell_note. In Vitally the note is credited to the agent when they're a Vitally user with the same email.
  • Flag organization at risk: adds heartwell_at_risk to the Zendesk organization (clear it the same way). Logged on the ticket with the tag heartwell_flag. To route on it, turn on user and organization tagging and add a trigger or view on the tag.
  • Heartwell never changes health scores, traits, segments, owners or tasks in your CS tool.

Troubleshooting

  • "did not accept the API key / access token": paste a current key or token.
  • "host is not in the app's allowed list": check the Vitally subdomain and data center.
  • No account found: add the organization's external id, or use Find another account.
  • "may or may not have saved the note": refresh and check the account's notes before sending the note again.
  • No actions: your role isn't in "Who may take actions", the action is off, the plan doesn't match your team size, or you're on a new ticket or profile page (notes need a saved ticket).

Questions: hello@greatwork.company. A person replies within one business day.