Leverwell: setup and user guide
What Leverwell does
Leverwell runs action sets on tickets: short lists of steps an admin saves once and agents run with one click. The steps are the changes macros cannot make: the requester, CCs for end users, the organization, the reply-from address, and values Leverwell calculates (copied from the requester or organization, dates in business days, counters, text with placeholders, values copied to related tickets). Every run shows a preview first, writes one safe update per ticket with an internal note saying what changed, and can be undone.
Leverwell is for changes an agent or admin chooses to make. It does not run on its own.
Install
- In the Zendesk Marketplace, open Leverwell and choose Install. Choose a plan: Ticket ($50 a month per Zendesk account, every action from the ticket sidebar) or Bulk ($99 a month, adds runs on many tickets). The 14-day trial starts and Zendesk asks for a card. Billing starts when the trial ends unless you uninstall.
- Optional: Role restrictions and Group restrictions on the app's page in Admin Center (Apps and integrations > Zendesk Support apps > Leverwell) limit who sees the app at all. Each action set also has its own list of groups.
Leverwell creates nothing in your account at install. Action sets are stored in the app's settings.
Create an action set (admins)
- Click the Leverwell icon in the left navigation bar and open Action sets.
- Click New action set, or Add the two examples ("Fix a forwarded email" and "Remove outside CCs") to start from those.
- Give it a name and a description agents will see. Choose where it is offered (Ticket sidebar, Runs on many tickets, or both) and Who can run it (every agent, or members of chosen groups; admins can always run every set).
- Add steps. They run in order, and each step sees the result of the ones before it, so "Set requester" followed by "Set organization" uses the new requester.
- Under Try it on a ticket, enter a ticket number and click Preview. This is a dry run: it shows what would change and writes nothing.
- Click Save action set.
The steps
| Step | What it does | Notes |
|---|---|---|
| Add CCs | CCs people by email: a typed list, the addresses in the first or latest public message, or a requester or organization field holding addresses | End users included. Your support addresses, the requester and any "Never CC these domains" are skipped. An address with no Zendesk user becomes a new end user. Zendesk allows 48 CCs |
| Remove CCs | Every CC, CCs outside the requester's email domain, or listed addresses | |
| Remove followers | Every follower, or chosen agents | |
| Set requester | The original sender of a forwarded email (the From line in the first message), the first CC, or a fixed address | "Keep the old requester as a CC" is on by default. Use "Never use addresses on these domains" for your own company so the forwarding colleague is never picked |
| Set organization | The requester's default organization, the organization with the requester's email domain, or a fixed organization | Zendesk only allows organizations the requester belongs to; other tickets are left as they are, with a note in the preview |
| Set reply-from address | One of your support addresses, or the default address of the ticket's brand | |
| Copy a value into a field | From a requester field, an organization field, another ticket field, or the problem ticket of an incident | Drop-downs match by option value, then by option name. "Only when the field is empty" keeps values agents set by hand. An empty source changes nothing |
| Set a date | A number of business days, weeks or months from today (in the agent's time zone) or from another date field | Business days skip Saturdays, Sundays and, if you choose a schedule, its holidays. A number of calendar days from today is left to Zendesk macros |
| Add to a number | Adds or subtracts from a number field | An empty field counts as 0 |
| Set text | Adds text at the start or end of the subject or a text field (once), or replaces it | Placeholders below |
| Copy fields to related tickets | Copies this ticket's values (after the steps above) to its incidents, its child tickets, or the tickets in a ticket lookup field | Each related ticket gets its own note and is undone with this ticket. Closed tickets are skipped |
Placeholders in "Set text"
{{ticket.id}}, {{ticket.subject}}, {{ticket.field.<field id>}}, {{requester.name}},
{{requester.first_name}}, {{requester.email}}, {{requester.field.<field key>}},
{{organization.name}}, {{organization.field.<field key>}}, {{agent.name}}, {{today}}.
Leverwell fills them in before writing, so they work the same on one ticket or on a thousand. An
unknown placeholder stops the step and is named in the preview.
Run an action set on a ticket (agents)
- Open the ticket and find Leverwell in the apps panel on the right. It lists the action sets shared with your groups.
- Click Preview on one. Leverwell reads the ticket fresh and shows every change, before and after, on this ticket and on any related ticket. Steps that have nothing to do say why.
- Click Apply. Leverwell writes the change and an internal note in one update. If anyone changed the ticket after your preview, nothing is written and you are asked to preview again.
- Undo is on the result and in "Leverwell on this ticket" at the bottom of the panel.
Run an action set on many tickets (Bulk plan)
- In the left navigation bar, open Leverwell > Run on many tickets.
- Choose the action set and the tickets: one of your views, or a Zendesk search (for example
status<solved tags:warranty). - Click Preview. Leverwell reads each ticket and shows what would change; it writes nothing. Untick any ticket to leave it out. Up to 1,000 tickets per run.
- Click Apply to N tickets. Tickets are changed one at a time, leaving API room for your team. Stop finishes the current ticket and stops.
- The result shows the run id and Undo this run. On the Ticket plan, the preview works and Apply is disabled.
Undo
- One ticket: the sidebar lists every Leverwell change on the ticket; click Undo.
- A whole run: right after the run, Undo this run. Later, open Undo a run, paste the run
id (it is in every note Leverwell wrote, for example
lwmg2k3x9a7q), click Find, then Undo the run. Zendesk search can take a minute to list a new note. - Undo puts back the values from before the change and adds a note. If someone changed one of those values after Leverwell did, undo leaves it alone and says so; Undo anyway overwrites it.
- CCs and followers are undone person by person: people Leverwell added are removed, people it removed are put back. New end users created by a change stay in Zendesk (only the ticket changes are undone).
- Undo needs the note Leverwell wrote. If someone deletes or redacts that note, the change can no longer be undone from Leverwell.
Permissions
Leverwell acts as the signed-in agent. An agent who cannot edit a ticket, or whose role cannot add CCs, cannot make that change with Leverwell either; Zendesk's error is shown. Saving action sets needs an admin. Some steps need data an agent's role may not read (support addresses, schedules); the editor says so, and admins set those steps up.
Data
Leverwell runs in your browser and calls only your Zendesk account, as you. Action sets are saved in the app's settings. The record of each change is the internal note on the ticket: it lists what changed and ends with a compact copy of the before and after values, which undo reads back. Nothing is sent to Great Work or anyone else, nothing is stored outside Zendesk, and nothing runs when nobody has the app open. See the privacy policy for the full list.
Uninstall
Admin Center > Apps and integrations > Zendesk Support apps > Leverwell > Uninstall. The action sets are removed with the app. Tickets and the notes Leverwell wrote stay as they are. Zendesk stops billing.
Help
hello@greatwork.company. We reply within one business day (Monday to Friday, US Central time). Send the run id or the ticket number, what you expected and what happened. Please do not send customer data or passwords.