How to add virtual currency to a PlayFab player from Zendesk

To add virtual currency to a PlayFab player from Zendesk, install Questwell, write a currency cap for your agents' role, then open the player's ticket and choose Grant currency in the sidebar. Pick the currency, enter the amount, pick a reason and click the confirm button, which reads like "Grant 500 GC". The balance changes in PlayFab, and the ticket gets an internal note and the questwell_currency_granted tag.

Set the caps first

Agents can't grant any currency until you add a caps line. In Questwell's settings, Currency caps takes one line per role: who, a colon, then currency code and amount pairs. Caps are per player per ticket, and they count every grant on the ticket, whoever made it.

A currency that an agent's lines don't name can't be granted by that agent. Admins have no cap unless you add an admin: line. Who can grant decides who sees the grant actions at all (default agent), and Allow currency grants turns them off for everyone.

Steps

1. Open the ticket. Questwell shows the player found by the PlayFab id ticket field, the requester's emails, or a PlayFab id or Steam id in the ticket.
2. Check the facts. The Currency section lists every balance. The Inventory section marks items "Bought" with the price or "Granted", newest first, so you can see whether a purchase arrived.
3. Choose Grant currency. Pick the currency and type the Amount.
4. Pick a reason, such as "Purchase did not arrive" or "Goodwill for a bug or outage", or choose Other (type the reason).
5. Add a note for the ticket (optional).
6. Confirm. Questwell re-reads the player and the ticket right before sending, checks the amount against what is left of your cap on this ticket, and sends the grant once.

Grant an item instead

For a missing bundle or event reward, use Grant an item. Only items on your Grantable items list can be granted: one catalog item id per line, optionally with a label, such as starter_pack | Starter Pack. An empty list turns item grants off. Catalog version picks the catalog; empty uses the primary one. Non-admins can grant at most 3 items per player per ticket by default (Items per player per ticket, 0 for no limit). Granted items show the ticket number in the sidebar's inventory, and the ticket gets the questwell_item_granted tag.

Why a make-good can't land twice

PlayFab has no idempotency keys for grants. If the connection drops, Questwell doesn't resend. It reads the player again and counts a currency grant as done only if the balance moved by exactly the amount, and an item grant only if an item carries this action's marker. A double click or a second tab is refused once the grant is logged on the ticket. If Questwell can't tell what happened, it says so and keeps Confirm off until you refresh.

Questwell never takes currency away and never refunds purchases. Revoking an item, a moderator action, removes one item instance without refunding the player.

Preset grant reasons

What it costs

Questwell has two plans with every feature: Team at $99 a month per Zendesk account for up to 12 agents and admins, and Scale at $8 per agent per month from 13. There is a 14-day free trial, Zendesk asks for a card at install, and Zendesk bills it monthly. Every setting is in the Questwell documentation.