Trailwell docs
Trailwell shows the requester's product usage from Mixpanel, Amplitude or PostHog in the Zendesk ticket sidebar, on new tickets once a requester is set, and on user pages.
Set up
- Create read credentials in your analytics tool:
- Mixpanel: Organization Settings > Service Accounts > Add service account. Give it the Consumer role on your project and copy the user name and secret (shown once). Note the project id (Project Settings > Overview) and the data residency (US, EU or India).
- Amplitude: Settings > Projects > your project > General. Copy the API key and the secret key. Note the data center (US or EU).
- PostHog: Settings > User > Personal API keys > Create. Limit it to your project with the read scopes person, query, cohort and feature flag. Note the project id (Settings > Project > General) and your region: US Cloud, EU Cloud or self-hosted.
- Install Trailwell and pick the plan for your team size.
- In Admin Center > Apps and integrations > Zendesk Support apps > Trailwell, set Analytics tool and fill in that tool's settings. Keys are stored as Zendesk secure settings.
Settings
| Setting | What it does |
|---|---|
| Analytics tool | mixpanel, amplitude or posthog |
| Mixpanel data residency, project id, service account user name and secret | Mixpanel connection (us, eu or in) |
| Amplitude data center, API key, secret key | Amplitude connection (us or eu) |
| PostHog region, project id, personal API key, self-hosted address | PostHog connection (us, eu or custom; the address is a host name like posthog.example.com, only for custom) |
| Match by | email (default), external_id or both. External id means the Zendesk user's External ID is your product's user id (distinct id). |
| Key events | Up to 12 event names shown with 7 and 30 day counts. End with * for a prefix: Export* matches "Export run" and "Export failed". Empty: the most used events. |
| Key properties | Up to 12 profile or person properties, like plan, company, seats. Amplitude custom properties work with or without gp:. |
| Error events | Event names counted as errors, * for a prefix. Default $exception, error*. |
| Days of history | 1 to 90, default 30. Sessions and events are counted over this window and the last 7 days. |
| Timeline size | 5 to 100 latest events, default 25. |
| Load usage automatically | On by default. Off: agents press Load, which saves your tool's hourly query allowance. |
| Show cohorts and feature flags | PostHog only, on by default. |
| Profile link | Optional address of a person's page with {distinct_id}, {id} or {email}. PostHog links itself. |
| Allow the usage note, Who may add notes | The one action: add the usage summary to the ticket as an internal note. agent (everyone), admin, custom role ids or group:<id>. |
How people are found
Trailwell tries the Zendesk external id first when Match by is external_id or both, then the
requester's email addresses (primary first, at most 4), and stops at the first one that finds
someone. Several people match? Pick one from the list. Nobody? Type an email or a user id in Find
another person.
- Mixpanel finds people through user profiles: by
$email, or by distinct id. - Amplitude searches user ids, not emails. If your product uses emails as user ids, email matching works; otherwise use the external id. Only exact user ids are used, never a prefix match.
- PostHog finds persons by the
emailproperty or by distinct id.
What the numbers mean
- Last seen: the latest event or the tool's last-seen time, whichever is newer. Active today, Active this week, Quiet (7 to 30 days) or Dormant (over 30 days).
- Sessions: Amplitude and PostHog count distinct session ids. Mixpanel sends none, so a new session starts after 30 minutes without events, and the panel says "estimated".
- Counts: PostHog counts on its side, exactly. Mixpanel returns every event in the window. Amplitude returns the latest 500 events; when the window goes further back, counts are minimums and the panel says so.
- 24 h before the ticket: events between 24 hours before the ticket was created and its creation, shaded in the timeline. The "Ticket created" line separates what happened after.
- Times are shown in UTC.
Limits
- Mixpanel: 60 queries an hour per project, 2 per ticket (about 30 tickets an hour). Mixpanel's activity feed endpoint is in maintenance mode on Mixpanel's side.
- Amplitude: 360 user lookups an hour per project, 2 per ticket.
- PostHog: 2,400 queries an hour per project and an hourly read budget for personal API keys; 2 queries per ticket, each limited to one person and the history window.
- Company and group profiles aren't shown yet.
Your data
Trailwell sends the requester's email addresses or external id to your own analytics project, reads that one person's usage while the ticket is open, and keeps nothing afterward. It writes nothing to your analytics tool. Credentials are Zendesk secure settings: agents never see them, and Zendesk only sends them to your tool's API host. Trailwell has no Great Work server and uses no browser storage, export or AI.
Uninstall
Uninstalling stops billing and deletes the stored credentials. Delete the service account or key in your analytics tool too. Usage notes already added to tickets stay.
Questions: hello@greatwork.company. A person replies within one business day.