HeedwellAsks before a risky public reply goes out, and says why. Your rules; internal notes never checked.
Full name: “Heedwell: Public Reply Guard”
$2 a month per agent. 14-day free trial (Zendesk asks for a card at install). Billed monthly by Zendesk. No free plan.
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.
What you get
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.
What it checks
Tickets you mark as sensitive: by tag (for example vip or legal_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.
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.
Questions about Heedwell
What does Heedwell do?
Asks before a risky public reply goes out, and says why. Your rules; internal notes never checked.
What does Heedwell work with?
Heedwell works in Zendesk Support.
How much does Heedwell cost?
Standard: $2 a month per agent.
Is there a free trial?
14-day free trial (Zendesk asks for a card at install). Billed monthly by Zendesk. No free plan.
How do I get Heedwell?
Email hello@greatwork.company and we'll help you get Heedwell set up.
Who makes Heedwell?
Great Work LLC, an independent software company. Email hello@greatwork.company with any question about Heedwell and a person will answer.
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