Heedwell: Public Reply Guard
Heedwell checks every public reply when an agent presses Submit and asks first only when one of your rules fires. It shows the reason, the evidence and everyone who will get the email. Internal notes are never checked.
How it works for agents
- Write a reply as usual. The Heedwell sidebar shows a live check of the reply in the editor: Clear, Would ask (with each reason), Would block, or Not checked (internal note, empty reply, or your role is exempt).
- Press Submit. If nothing fires, the reply goes out as normal.
- If a check fires, a window opens: Send this as a public reply? with each reason, who the
reply goes to (the requester and every CC) and the start of your reply.
- Go back and edit: nothing is sent; your reply stays in the editor.
- Send publicly: the reply goes out.
- The window answers Go back by itself after 50 seconds (Zendesk cancels any save that waits longer than 60 seconds).
- If the window cannot open, Zendesk shows a red notice with the reasons. Press Submit again within 120 seconds to send the same reply anyway; change the reply and you are asked again.
- If your admin made unfilled blanks block replies, a reply with one cannot be sent publicly until you fill it in (or send it as an internal note).
The checks
| Check | Fires when | Default |
|---|---|---|
| Watched tags | The ticket has one of your tags, for example vip, legal_hold | Empty list |
| Watched groups, brands, forms | The ticket is in one of them (names or ids) | Empty lists |
| Watched organizations | The ticket's organization, or one of the requester's, is on the list | Empty list |
| Words meant for your team | The reply contains one of your words or phrases (whole words, any case) | internal only, do not share, don't share, confidential, not for the customer, between us, internal note |
| Links to other tickets | Agent links or Help Center request links to another ticket, or "ticket #123" in the text | On |
| Email addresses not on the ticket | An address that is not the requester's, a CC's, yours, your support address or on your own domains | On |
| Unfilled blanks | {{first_name}}, [Customer name], [ORDER NO], <<date>>, TODO, XX left in the reply. Zendesk placeholders such as {{ticket.requester.first_name}} are fine | On (asks; can block) |
| "Attached" with no file | The reply says attached, attachment or enclosed and has no file | On |
| Internal note switched to public | The editor moved from Internal note to a public channel with text already in it | On |
| Requester changed | The requester is not the one shown when the agent opened the ticket | On |
| Requester with no email | The requester has no email address on an email or web form ticket (chat and messaging are not flagged) | On |
| CCs outside the requester's company | A CC's domain differs from the requester's and from your own domains | Off |
| Tickets outside your groups | The ticket's group is not one of the agent's groups | Off |
Who is checked
- Only check agents in these groups: leave empty for everyone.
- Never check these roles:
admin,agentor a custom role id. - Zendesk's own Role restrictions on the app limit where it runs at all.
Settings tips
- Start with the defaults for a week, then add the tags and organizations that matter most.
- Add every domain your team writes from (and partners you CC on purpose) to Your own email domains so they are never flagged.
- If agents say a word fires too often, take it off the list; a check that fires on every reply stops being read.
Limits
- Heedwell checks replies sent from the Zendesk agent interface. Replies sent by email, by API or by other apps do not pass through the agent's Submit button and are not checked.
- The sidebar app must be loaded on the ticket (it loads with the ticket; it does not need to be open).
- If Zendesk does not report whether the editor is public or internal, Heedwell does not check. It never stops an internal note, and if anything inside Heedwell fails, the save goes ahead.
Your data
Heedwell reads the open ticket and your reply in your browser, through the Zendesk Apps framework, and makes no API calls. It stores nothing, logs nothing and sends nothing to Great Work or anyone else. It creates nothing in your Zendesk account.
Support
Email hello@greatwork.company. We reply within one business day.