TrailwellMixpanel, Amplitude or PostHog usage on every ticket: last seen, key events, errors. From $100/mo.
Full name: “Trailwell: Mixpanel, Amplitude and PostHog Usage”
From $100 a month per Zendesk account. 14-day free trial (Zendesk asks for a card at install). Billed monthly by Zendesk. No free plan.
See what the customer did in your product right before they wrote in, from Mixpanel, Amplitude or PostHog. Trailwell puts the requester's product usage next to the ticket: when they were last seen, sessions and events this week and this month, the features you care about with counts, errors, and the events from the hours before the ticket. "It just stopped working" gets a lot more specific when you can see the three failed exports at 13:46.
Trailwell is built by Great Work LLC. It's not made, endorsed or sponsored by Zendesk, Mixpanel, Amplitude or PostHog. Mixpanel, Amplitude and PostHog are trademarks of their owners.
What you get
The customer's usage on the ticket
Found automatically by the requester's email addresses, by your Zendesk user external id (when your product sends it as the user id), or both. Nothing found? Look anyone up by email or user id. Last seen with a plain badge (Active today, Active this week, Quiet, Dormant) and first seen.
Works with the tool you already use
Mixpanel: a service account (read-only Consumer role is enough) and your project id. US, EU and India data residency. Amplitude: your project's API key and secret key. US and EU data centers.
Hand it to the team in one click
Add usage summary as internal note, tagged trailwell_usage_note. Handy when you escalate to engineering. You decide who may add it. Trailwell never writes to Mixpanel, Amplitude or PostHog. It has no call that could.
Limits
Each tool's API sets an hourly budget: Mixpanel allows about 30 tickets an hour per project, Amplitude 180. Trailwell tells the agent when it's used up. Amplitude finds people by user id, so email lookups work when your product uses the email as the user id.
Questions about Trailwell
What does Trailwell do?
Mixpanel, Amplitude or PostHog usage on every ticket: last seen, key events, errors. From $100/mo.
What does Trailwell work with?
Trailwell works in Zendesk Support.
How much does Trailwell cost?
Team: $100 a month per Zendesk account, up to 12 agents. Scale: $9 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 Trailwell?
Email hello@greatwork.company and we'll help you get Trailwell set up.
Who makes Trailwell?
Great Work LLC, an independent software company. Email hello@greatwork.company with any question about Trailwell and a person will answer.
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