New
Heartwell
Customer health from Vitally or Planhat on every ticket: score, renewal, ARR and CSM. From $100/mo.
Works with
Support
Developer
Great Work LLC
About this app
Know which customers are at risk before you reply. Heartwell puts the account behind every ticket next to the conversation: its health score and trend from Vitally or Planhat, segment, ARR and MRR, renewal date with a countdown, the CSM who owns it, NPS, open tasks and playbooks, and the latest notes and conversations. When a ticket says something the account team should know, the agent adds a note to the account in one step, with a link back to the ticket.
Heartwell is built by Great Work LLC. It is not made, endorsed or sponsored by Zendesk, Vitally or Planhat. Vitally and Planhat are trademarks of their owners.
Account health in the ticket
- Matched automatically: by the Zendesk organization's external id first (the link your admins already keep), then every email address on the requester's profile, then (Vitally) the users at the organization's company domain. Several matches? Pick one from a list. Nothing matched? Look up any account by email or id.
- Health score with a meter and a plain band (Healthy, Needs attention, At risk), and a trend arrow from your previous-score field or Planhat's CSM score log.
- Segment, ARR and MRR, renewal date with "in 23 days" in amber inside 30 days and red once it has passed, trial end, churn date.
- CSM and account owner with email, so the agent knows who to tell.
- NPS with promoters, passives and detractors, and the latest comment where Planhat has one.
- Open tasks and projects, overdue ones in red, and recent notes and conversations, newest first.
- Key traits you choose: plan, seats, contract tier, onboarding stage, up to 12.
On ticket, user and organization pages, in the new ticket form too.
Two actions, each confirmed
- Add a note to the account in Vitally or Planhat: the agent writes it, sees "Add this note to Fernway Logistics in Vitally?", confirms. The note carries the ticket link and is logged on the ticket as an internal note with the tag
heartwell_note. If the CS tool answers slowly, Heartwell checks whether the note arrived instead of sending it twice. - Flag the organization at risk: adds the tag
heartwell_at_riskto the Zendesk organization. With user and organization tagging on, its new tickets carry the tag, so your triggers and views can route them to senior agents. Heartwell reads health scores and never writes them, or any trait, segment or owner.
- You decide who may act: every agent by default, or admins, custom roles or groups. Each action can be switched off.
Why teams switch
The vendor apps for this job were last updated in 2018 (Planhat) and 2022 (Totango), and Vitally has none. Heartwell is current, works with Vitally's US and EU data centers and with Planhat's API, shows renewal and NPS next to health instead of health alone, and lets support hand context back to customer success without leaving the ticket.
Plans (billed monthly by Zendesk)
Every feature is on every plan. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
- Team: $100 per month for Zendesk accounts with up to 12 agents and admins.
- Scale: $9 per agent per month for accounts with 13 or more agents and admins.
Your data
Your Vitally API key or Planhat token is stored as a Zendesk secure setting. It never reaches the agent's browser: Zendesk adds it to each request on the way to your CS tool, and only to its API host. Account data is read live while the sidebar is open and is never copied, stored or exported. Heartwell has no Great Work server, sends nothing to Great Work or anyone else (not even usage statistics), does no background work and uses no AI. Writes happen only when an agent confirms one.
Support
Email hello@greatwork.company. We reply within one business day.
App details
How to install
- Get a credential from your customer success tool. Vitally: Settings > Integrations > REST API, switch the integration on and copy the secret token of a key (name it "Heartwell for Zendesk"). Note your subdomain (acme in https://acme.vitally.io) and whether your account is in the US or EU data center. Planhat: Settings > Private Apps, create an app named "Heartwell for Zendesk" with access to companies, end users, users, conversations, tasks and NPS (conversations need write access for notes), and copy the API access token.
Install Heartwell from the Zendesk Marketplace and choose the plan for your team size (Team up to 12 agents, Scale from 13). The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Set Customer success tool to
vitallyorplanhat. For Vitally fill in Vitally subdomain (US) or set Vitally data center toeu, and paste the key into Vitally API key. For Planhat paste the token into Planhat API access token and leave Planhat API host asapi. Zendesk stores the key or token as a secure setting; agents never see it, and Zendesk only sends it to your CS tool's API host. - Best match: put your customer id from Vitally (the account's external id) or Planhat (the company's external id) in the External ID of each Zendesk organization. Heartwell tries that first, then the requester's email addresses, then (Vitally) the company domain.
- Optional: list Key traits to show, a Previous health score field for the trend arrow, and an Account page link with
{id}. Choose Who may take actions (agentfor everyone, the default, oradmin, custom role ids, orgroup:<id>) and switch off notes or the at-risk flag if you do not want them. - To route flagged accounts, turn on user and organization tagging (Admin Center > People > Configuration > Tags) and add a trigger or view on the tag
heartwell_at_risk. Open a ticket. Heartwell shows the requester's account, its health and renewal. Actions write an internal note on the ticket.
Heartwell creates nothing in your Zendesk account at install. It adds internal notes and heartwell_* tags to tickets, and the heartwell_at_risk tag to organizations, only when an agent takes an action; they stay if you uninstall. Uninstalling deletes the stored key or token; also revoke it in Vitally or Planhat.
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Plans and pricing
Team
Free 14-day trial, then $100.00 per month
$100 per month for accounts with up to 12 agents and admins. Every feature: Vitally or Planhat health, ARR, renewal, CSM, NPS, tasks and notes on tickets, users and organizations, plus confirmed actions logged on the ticket, with role limits. Email support, reply within 1 business day.
Free trialScale
Free 14-day trial, then $9.00 per agent, per month
$9 per agent per month, for accounts with 13 or more agents and admins. Smaller accounts choose Team; actions stay off on Scale below 13 agents. Every feature, as in Team. Email support, reply within 1 business day.
Free trial