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customer-experience · tool

Citewell

A reply that cites the article, sitting on the ticket as a draft

popular

22 h/mo

Saved

40 min

Setup

6

Systems touched

40

Credits per run

$1,490

Perpetual single-workspace license · Band 2 · Workhorse

Or included in Growth at $990/mo, along with everything else that tier carries.

Book a demo
Deployment
connected
Setup
40 min
Hours saved / month
22
Included from
Growth
Credits per run
40

03 — Proof

What is measured, and what is not.

The hours and the setup time are catalog math at a stated volume. Production telemetry is not published yet, and nothing here pretends otherwise.

Catalog math

280 known-answer tickets/month × 6 min to search the help center and draft (~28h), minus ~6h of remaining edit-and-send

Run telemetry

04 — What it does / 4 outputs

Drafts helpdesk replies from your help center and Notion, with the article URLs attached.

  • Draft reply on the ticket
  • citation list
  • stale-article flag

05 — One run

What one run takes in, and what it puts back.

No sandbox on this page yet. This is the real input and output contract from the record, not a demo recording.

In

  • Ticket text
  • help-center articles
  • Notion docs
  • approved sample replies
  • send-enable flag
  • skip-view list

Out

  • Draft reply on the ticket
  • citation list
  • stale-article flag
  • optional send (off by default)

06 — How it works / 40 min setup

Three steps, then it is furniture.

  1. 01

    Connect Zendesk and Intercom

    Scoped authorisation, revocable from your IdP or the dashboard.

  2. 02

    Point it at the work

    Ticket text, help-center articles.

  3. 03

    It runs

    Draft reply on the ticket — on a trigger or a schedule, 40 minutes after you start.

07 — Features / 7 listed

What is actually in the box.

  • Retrieves from the Zendesk or Intercom help center plus a Notion space you point at
  • Draft lands as a private note or ticket draft; send stays off until you enable it
  • Cites the article URLs it used — no unsourced policy sentences
  • Tone from 3–5 approved replies you paste once, not a “friendly / professional” slider
  • Skips tickets already on Heatlist’s legal / chargeback view
  • Flags when a winning past ticket contradicts the published article
  • Will not invent a refund, a shipping exception, or a discount

08 — Data

Does it fit your stack and your data?

Inputs this product consumes and outputs it produces
InputOutput
Ticket textDraft reply on the ticket
help-center articlescitation list
Notion docsstale-article flag
approved sample repliesoptional send (off by default)
send-enable flag
skip-view list

09 — Integrations / 6 systems

It touches these, and nothing else.

10 — The money

Your hours, your hourly cost.

Two numbers: the hours this product removes at the catalog's stated volume, and the cost of an hour, which only you know.

22

You type this one. We do not know what an hour costs you.

Recovered per month

$1,100

22 h × $50 an hour, before the credits a run spends.

Where the hours come from: 280 known-answer tickets/month × 6 min to search the help center and draft (~28h), minus ~6h of remaining edit-and-send.

11 — Pricing

Buy it outright, or get it with a plan.

One-time

$1,490

  • Perpetual single-workspace license to this product’s logic, UI and connectors. Runs still spend credits.
  • Returns $596 as non-expiring credits at your tier’s rate.
  • Twelve months of updates and connector maintenance included.

Per run

40 credits

$0.80 a run at the Starter rate of $0.0200 per credit, less on every tier above it.

Credit class: standard

Every run carries a published hard ceiling. A run that hits it stops and re-quotes instead of billing on.

See how plans and credits work

12 — Packs / 1 pack

What else is in the pack.

  • Part of the Firstmile pack

    New accounts finish the setup steps you actually require, or they show up as stuck

    • Playwrite

      Firstmile's checklist is explicitly your real setup steps and not a vendor template, and Playwrite is the product that turns a recording of someone doing the setup into the written steps the checklist is built from.

    • Slotshift

      The kickoff that unlocks after step N is a booking made out of a message thread, which is precisely what Slotshift does — create the Calendly event and write the confirmation on the ticket.

    • Heatlist

      The weekly stuck-account list is a working queue, not a report, and Heatlist is the product that puts the accounts about to go wrong onto a daily list a lead can actually work.

    • Keepwatch

      Accounts above the dollar threshold leave the pack and go to a named human, and Keepwatch from the sales-revenue shelf is what flags a quiet account and assigns that owner a task.

    Included in Enterprise · from $7,500/mo

    See the pack

13 — Security

Runs on nox.markets, acts in your tools.

A scoped OAuth token pulls only the objects the inputs above require, writes the outputs back to your system of record, and keeps the run payload for your workspace retention window. Revoke the token in your IdP or in the dashboard; connector secrets are deleted within 24 hours of a disconnect.

Run payloads are kept for your workspace retention window — 30 days by default on Starter and Growth, 90 on Scale and Enterprise, with zero retention available on Enterprise.

Read the security controls

14 — Customers

Someone like you, running this.

15 — Detail

The long version, including what it will not do.

The second job after routing is writing. An agent searches three help center articles, yesterday’s similar ticket, and a Notion doc the founder wrote in 2023, then types. Citewell is a connected draft desk. On a new or assigned ticket it retrieves from your Zendesk or Intercom help center and a linked Notion space, writes a reply in the tone of three to five approved samples you paste once, and drops it as a private note or draft — with the article URLs it used.

It does not send unless you turn that on, and you should not until a sampled week’s miss rate is something you can live with. It will invent a policy if the article is stale or missing; that is Helpshelf’s job, not a reason to let Citewell publish. If you have ~15 macros and they already cover the queue, skip this. Buy it when “let me find the article” is still the minutes before every send.

16 — Questions / 5 answered

Before you buy.

What does it need from me before it can run?

Ticket text; help-center articles; Notion docs; approved sample replies; send-enable flag; skip-view list. Nothing else is collected for a run.

How long does setup take?

40 minutes. Runs on nox.markets, acts in your tools. You authorise Zendesk, Intercom, Freshdesk, Gorgias, Notion, Slack once.

What does it cost to own?

$1,490 once — band 2, Workhorse. Runs still spend credits. It is also included in the Growth plan at $990/mo — buying it outright is the way to keep it after a plan ends.

What does it hand back?

Draft reply on the ticket; citation list; stale-article flag; optional send (off by default).

Where does the hours-saved number come from?

280 known-answer tickets/month × 6 min to search the help center and draft (~28h), minus ~6h of remaining edit-and-send

17 — Related / 4 products

More on the Customer Experience shelf.

18 — Collections / 1 shelves

Where it sits on a shelf.

Citewell runs 22 hours of this a month.

Book a demo

Or keep looking: Customer Experience · Products for this team · The whole catalog

$1,490Included in Growth · $990/mo