New
Rousewell
Follow-up reminders, snoozes and scheduled follow-up tickets, with an inbox of what is due.
Works with
Support
Developer
Great Work LLC
About this app
Never lose a follow-up again. Set a reminder on any ticket, snooze a ticket until a date, or schedule a follow-up ticket for later, all from one sidebar. Everything that comes due lands in your own inbox in the Zendesk top bar, with a pop-up and an optional email, so nothing depends on remembering to open the right ticket.
Rousewell is built by Great Work LLC. It is not made or endorsed by Zendesk.
Reminders on any ticket
- Up to 20 on a ticket, each with a note, a time in your own time zone, and who it is for (you or the ticket's assignee).
- One-click times: in 1 hour, in 3 hours, tomorrow at the start of your day, Monday, in 1 or 2 weeks, in a month, or any date and time.
- Cancel if the customer replies first, for "nudge them if they go quiet" reminders.
- Optionally set the ticket to Open and email the assignee when it is due.
Snooze a ticket
- Puts the ticket On-hold (or Pending) and brings it back Open at the time you pick, with an email to the assignee if you want one.
- A reply from the customer ends the snooze at once, and an agent opening or solving the ticket ends it too, so a snoozed ticket never reopens out of the blue later.
Scheduled follow-up tickets
- Create the follow-up ticket now and let it wait on hold until its date: subject, requester, assignee, group and tags come from the original, with an internal note that says why.
- Works from solved and closed tickets, because the follow-up carries its own date. The original gets an internal note with the new ticket's number.
Nobody is emailed when it is created. A "Scheduled follow-up tickets" view lists everything waiting.
One inbox for everything that is due
- The Rousewell top-bar inbox shows your due and upcoming follow-ups across all tickets. Mark them done, or push them an hour or a day.
- A pop-up in Zendesk when one of yours comes due, and an optional email to the assignee sent by your own Zendesk.
- A shared "Follow-ups due" view for team leads.
When follow-ups fire
- At the minute they are due while the agent they are for has Zendesk open, and within about 10 minutes when anyone else on the team with Rousewell does.
- With nobody signed in, Zendesk itself takes over: Rousewell installs hourly automations in your account that reopen and email on schedule. These run on calendar days in UTC, so an unattended follow-up fires during the first hour after the next UTC midnight (early evening in the Americas, the small hours in Europe). It is never early, and the sidebar shows the exact time before you save.
Get started
Install Rousewell and reload Zendesk once as an admin; it finishes its own setup. Then open any ticket and set your first reminder or snooze from the sidebar.
Plan (billed monthly by Zendesk)
Standard: $4 per agent per month. Reminders, snoozes, follow-up tickets and the inbox in one plan, up to 20 follow-ups on each ticket and no limit on tickets. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Rousewell runs entirely in your browser inside Zendesk. There is no Great Work server, no account to create and no API token to paste. Each follow-up is stored on its own ticket, in a Rousewell ticket field, so it stays in your Zendesk and follows your retention rules. Rousewell sends nothing to Great Work or anyone else (not even usage statistics), keeps no copies of your tickets and uses no AI. Details are in the data access section and our privacy policy.
Support
Email hello@greatwork.company. We reply within one business day.
App details
How to install
Install Rousewell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- Reload Zendesk once as an admin. Rousewell then finishes its setup by itself: it creates four automations named "Rousewell: due follow-ups (...)" that fire follow-ups when nobody is signed in. If you see "Unattended firing is not set up yet" in the Rousewell top-bar panel, click Finish setup there.
- Recommended: turn on the On-hold ticket status (Admin Center, Objects and rules, Ticket statuses) so snoozed tickets and waiting follow-up tickets sit On-hold instead of Pending.
- Optional: under Role restrictions, limit the app to the roles or groups who should use it. Optional settings: the start of the working day used by quick picks such as "Tomorrow 9:00", whether "Email the assignee" is ticked by default, whether follow-up tickets copy tags, and whether the original ticket gets a note when a follow-up ticket is scheduled.
- Open any ticket and use Remind me, Snooze or Schedule a follow-up ticket in the Rousewell sidebar. Due follow-ups appear in the Rousewell icon in the top bar.
At install Rousewell adds two ticket fields that hold each ticket's follow-ups ("Rousewell: due on (UTC)" and "Rousewell: follow-ups (managed by the app)"; the app hides them in the ticket), four triggers (the assignee email, ending a snooze when the customer replies or an agent changes the status, and cancel-on-reply), and two views ("Rousewell: follow-ups due" and "Rousewell: scheduled follow-up tickets"). If you uninstall, Zendesk removes the fields, triggers and views; please also delete the four "Rousewell: due follow-ups" automations, which Rousewell created after install. Follow-up tickets already created stay, like any ticket.
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