Trailwell for Zendesk: Terms of Service

Effective date: October 1, 2026 These terms are between Great Work LLC, 651 N Broad St Suite 206, Middletown, DE 19709, USA ("Great Work", "we") and the organization that installs the Trailwell app for Zendesk Support ("Customer", "you"). Installing or using the App means you accept them. Contact: hello@greatwork.company.

1. License. While your subscription or trial is active, we grant you a non-exclusive, non-transferable right for your agents to use the App within your Zendesk account for your internal business purposes.

2. Trial and billing. The App starts with a 14-day trial. Zendesk collects a payment card at installation and, unless you uninstall before the trial ends, bills the plan you chose monthly in advance through Stripe on our behalf: a flat monthly price for the Team plan, or a price per agent as Zendesk counts them for the Scale plan. Prices are listed on the Marketplace listing. There is no free plan. Each plan covers the number of agents and admins stated on the listing; if your account grows past it, the App keeps showing usage but turns the note action off until you change the plan. You can uninstall at any time in Zendesk; uninstalling stops future charges. Fees are non-refundable except where the law requires otherwise or where Zendesk requires a refund under its Marketplace terms; if the App fails materially and we cannot fix it, write to us and we will refund the affected month. We may change prices with 30 days' notice; changes apply from the next billing period.

3. Your analytics account and your responsibilities. You provide and control the credentials the App uses (a Mixpanel service account, an Amplitude API key and secret key, or a PostHog personal API key), their permissions, the analytics project they reach, and which of your agents may add notes. You are responsible for the requester identifiers the App sends to your own analytics project to find them, for each note your agents add, for Mixpanel's, Amplitude's or PostHog's terms and limits that apply to your account (including their hourly query limits), for having the right to process the personal data in your tickets and your analytics project, and for your agents' use of the App. Do not use the App to circumvent Zendesk's, Mixpanel's, Amplitude's or PostHog's limits or terms.

4. How the App works. The App runs in your browser. It acts in Zendesk as the signed-in agent and in your analytics tool with your credentials, through Zendesk's app proxy. It reads one person's usage at a time while the sidebar is open and writes nothing to your analytics tool. Its only write is an internal note with the usage summary on the ticket, when an agent clicks the note action. If the ticket note cannot be written, the App shows its text so the agent can add it. Counts the App shows depend on what your tool returns; where a tool limits how many events it returns or does not send session ids, the App says the numbers are estimated or minimums.

5. Data. Our Privacy Policy (https://greatwork.company/apps/trailwell/privacy) describes the data the App processes. We do not receive your Zendesk or analytics data or your credentials. You remain the controller of all data in those accounts.

6. Support and changes. We provide email support at hello@greatwork.company with a first reply within one business day (Monday to Friday, US Central time). We may update the App; we will not remove a core feature (the usage panel, the Mixpanel, Amplitude and PostHog connectors, key events, errors, the timeline, the usage note, role limits) during a paid period without notice and a pro-rata refund on request. If an analytics vendor retires an endpoint the App relies on, we will replace it where the vendor offers a replacement and tell you if we cannot.

7. Warranty disclaimer. The App is provided "as is". To the extent the law allows, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the App is error-free or that the data your analytics tool returns is accurate or complete.

8. Limitation of liability. To the extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or lost profits or data, and our total liability for any claim is limited to the fees you paid for the App in the 12 months before the claim.

9. Termination. Either party may end these terms by uninstalling the App (you) or by notice (us) if the other party materially breaches them. Sections 3, 7, 8 and 10 survive.

10. General. Delaware law governs, without regard to conflict-of-law rules; courts in Delaware have exclusive jurisdiction. Zendesk, Mixpanel, Amplitude and PostHog are not parties to these terms and are not responsible for the App; the App is independent of them and is not authorized, endorsed or sponsored by them. Mixpanel, Amplitude and PostHog are trademarks of their owners. If a provision is unenforceable, the rest stays in effect. These terms, the Privacy Policy and your plan are the entire agreement about the App.