New
Questwell
PlayFab player panel: the ticket's player, bans, inventory, currency. Make-goods with role caps.
Works with
Support
Developer
Great Work LLC
About this app
The player behind the ticket, without giving agents Game Manager. Questwell shows the PlayFab player next to every Zendesk ticket: account and linked platforms, last login, bans in force and ban history, currency balances, inventory with what was bought and what was granted, lifetime spend, statistics and segments. Agents you allow can grant a make-good (currency or an item from your list), ban or lift a ban, revoke an item or send the account recovery email, each one confirmed, capped by role and logged on the ticket.
Questwell is built by Great Work LLC. It is not made or endorsed by Zendesk or Microsoft. PlayFab is a trademark of Microsoft.
The player in the sidebar
- Found automatically by the requester's email (every email on their Zendesk profile), a PlayFab id or Steam id in the ticket, or a PlayFab id ticket field. Agents can also look up by id, display name or username.
- Account: display name, PlayFab id, login email, first and last login, and linked platforms (Steam, Xbox, PlayStation Network, Nintendo Switch and more).
- Bans: whether the player is banned now, until when and why, plus every past ban, lifted or expired.
- Currency and inventory: every balance, and every item with whether it was bought or granted.
- Purchases, statistics and segments: lifetime spend, recent paid items, memberships, statistics and current segments.
- Player data you choose, read-only. Nothing else is read.
Actions with guard rails
- Grant currency, capped per role and per currency, per player per ticket. A second agent cannot double a make-good.
- Grant an item from the allow-list you write, capped per ticket.
- Ban and lift bans with a reason and a length. Only admins (and roles you add) can moderate; only admins can ban permanently.
- Revoke an item, send the account recovery email, and, if you turn it on, reset one statistic you list.
- No double grants. Questwell re-reads the player before sending and, if the connection drops, checks again instead of resending.
- Never available: deleting players, wiping data, exports, taking currency away, refunds and IP bans. Questwell does not contain those calls.
Logged on the ticket
Every action writes an internal note (who, what, before and after, the reason) and a tag such as questwellcurrencygranted or questwell_banned you can use in views and reports. Grants carry the ticket number in PlayFab too.
Your secret key stays on Zendesk's servers
You paste a PlayFab title secret key into the app settings. Zendesk stores it as a secure setting and adds it to requests on its own servers, only for your title's PlayFab address, so it never reaches an agent's browser. PlayFab secret keys cannot be limited to certain calls, so the setup guide shows how to make a dedicated, expiring key locked to Zendesk's IP addresses.
What it reads, and what it keeps
Questwell reads from PlayFab only the player the agent is looking at, and from Zendesk the requester's email addresses, the ticket subject, description and comments (to find ids and earlier Questwell notes) and your agent count. Nothing is stored outside Zendesk and PlayFab, there is no Great Work server, and no player data is exported or used for AI training.
Requirements
A PlayFab title and a title secret key.
Inventory and currency need PlayFab's Legacy Economy; Economy v2 titles get everything else.
Zendesk Support, any plan that allows Marketplace apps.
Pricing
- Team: $99 per month for Zendesk accounts with up to 12 agents.
- Scale: $8 per agent per month for accounts with 13 or more agents.
Every feature on both plans. 14-day trial (card required, charged when the trial ends unless you uninstall). No free plan. Billed by Zendesk.
Support: hello@greatwork.company, reply within 1 business day.
App details
How to install
1. Make a secret key just for Zendesk (2 minutes)
PlayFab secret keys can call every Admin and Server API in a title and cannot be narrowed to certain calls, so give Zendesk its own key that you can expire or switch off without touching your game servers.
- In PlayFab Game Manager, open your title, click the gear icon, then Title settings > Secret Keys > New Secret Key.
- Name it "Zendesk Questwell" and set an expiration date (for example 12 months out). Save, and copy the key.
- Note your title id (shown under the title name, for example A1B2C).
2. Install and fill in the settings
Install Questwell from the Zendesk Marketplace and start the 14-day trial.
- PlayFab title id: the short code only, letters and digits (not a URL).
- Title secret key: paste the key from step 1. Zendesk stores it as a secure setting: agents never see it, and Zendesk only sends it to your title's PlayFab address.
- Currency caps: one line per role, for example
agent: GC 500, GM 50. A currency an agent's lines do not name cannot be granted by agents. Admins have no cap unless you add anadmin:line. - Grantable items: one catalog item id per line, optionally with a label:
starter_pack | Starter Pack. Leave empty to turn item grants off. - Who can moderate (ban, lift bans, revoke items, reset statistics): admins by default. Add custom role ids or
group:<id>for your trust and safety team. - Optional: player data keys to show read-only, a PlayFab id ticket field, an account recovery email template id, and statistic resets (off until you turn them on and list the statistics).
Open a ticket from a player: the sidebar finds them by email, or by a PlayFab id or Steam id in the ticket.
3. Lock the key to Zendesk (recommended)
- Open
https://<your-subdomain>.zendesk.com/ipsand copy the ranges under egress. - In Game Manager, edit the "Zendesk Questwell" key, turn on Enable IP allowlist, paste the ranges one per line, and save.
Refresh the Questwell sidebar on a ticket. If it says PlayFab refused the request from Zendesk's address, remove the allowlist and email us: we will check your Zendesk region's addresses with you.
With the allowlist on, a copy of the key is useless anywhere but Zendesk's servers. Every change to the key appears in PlayStream as a secret key changed event.
Before you rotate the key
Create the new key, paste it into Questwell, check a ticket, then disable the old key in Game Manager.
Uninstalling
Questwell creates nothing in your Zendesk account and keeps no data. Uninstalling removes the sidebar; the internal notes and tags it wrote stay on the tickets. Then delete the "Zendesk Questwell" key in Game Manager.
Questions: hello@greatwork.company, reply within 1 business day.
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Plans and pricing
Team
Free 14-day trial, then $99.00 per month
$99 per month for accounts with up to 12 agents and admins. Every feature: the PlayFab player behind each ticket, bans, currencies, inventory and purchases, plus confirmed actions logged on the ticket, with role limits. Email support, reply within 1 business day.
Free trialScale
Free 14-day trial, then $8.00 per agent, per month
$8 per agent per month, for accounts with 13 or more agents and admins. Smaller accounts choose Team; the actions stay off on Scale below 13 agents. Every feature, as in Team. Email support, reply within 1 business day.
Free trial