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customer-experience · agent

Heatlist

The tickets that will become a dispute or a 1-star, listed before they do

10 h/mo

Saved

35 min

Setup

5

Systems touched

280

Credits per run

$3,900

Perpetual single-workspace license · Band 3 · Operator

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

Book a demo
Deployment
connected
Setup
35 min
Hours saved / month
10
Included from
Growth
Credits per run
280

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

12 preventable blow-ups/month × 35 min of manager time after they go public (~7h), plus ~5h of queue scanning, minus ~2h reviewing the flag list

Run telemetry

04 — What it does / 4 outputs

Flags cancel, legal, chargeback, and blown-SLA tickets onto a daily list a lead can work.

  • Heatlist digest
  • helpdesk view
  • VIP always-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

  • Open tickets
  • SLA clocks
  • CSAT history
  • phrase list
  • VIP account list
  • digest schedule

Out

  • Heatlist digest
  • helpdesk view
  • VIP always-flag
  • miss log on tickets that escalated off-list

06 — How it works / 35 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

    Open tickets, SLA clocks.

  3. 03

    It runs

    Heatlist digest — on a trigger or a schedule, 35 minutes after you start.

07 — Features / 7 listed

What is actually in the box.

  • Daily or twice-daily list, not a Slack message per heated adjective
  • Phrase and pattern list you edit (chargeback, attorney, BBB, “post this”) plus blown SLA
  • Customer heat from recent CSAT when Zendesk, Intercom, or Gorgias has it
  • Saved helpdesk view so the lead works the list in the desk, not in Slack screenshots
  • Dollar or plan-tier threshold for “always flag” accounts you name
  • Does not reply, refund, or assign itself as owner unless you turn that on
  • After-the-fact tag on tickets that did escalate, so you can see what the list missed

08 — Data

Does it fit your stack and your data?

Inputs this product consumes and outputs it produces
InputOutput
Open ticketsHeatlist digest
SLA clockshelpdesk view
CSAT historyVIP always-flag
phrase listmiss log on tickets that escalated off-list
VIP account list
digest schedule

09 — Integrations / 5 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.

10

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

Recovered per month

$500

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

Where the hours come from: 12 preventable blow-ups/month × 35 min of manager time after they go public (~7h), plus ~5h of queue scanning, minus ~2h reviewing the flag list.

11 — Pricing

Buy it outright, or get it with a plan.

One-time

$3,900

  • Perpetual single-workspace license to this product’s logic, UI and connectors. Runs still spend credits.
  • Returns $1,560 as non-expiring credits at your tier’s rate.
  • Twelve months of updates and connector maintenance included.

Per run

280 credits

$5.60 a run at the Starter rate of $0.0200 per credit, less on every tier above it.

Credit class: heavy

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 / 2 packs

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.

    • Citewell

      A nudge on an open step is worth nothing if the customer's question about that step goes unanswered; Citewell drafts the reply from your help centre and Notion with the article URLs attached.

    • 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.

    • 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

  • Part of the Lanehold pack

    Milestone exceptions and missing PODs, named, before the customer asks where the freight is

    • Driftnote

      Lanehold watches milestones and must say whether a miss is real or the tracker being wrong, which is Driftnote's defining output: the break, the cut that moved, and a tracking-suspect flag.

    • Shipask

      "Where is my freight" is a where-is-my-order ticket answered from the fulfilment record, and Shipask is the product that answers it with tracking and ETA and parks the ones it cannot match.

    • Fieldpull

      A POD is a document whose absence blocks the invoice, and Fieldpull is what reads the delivery paperwork into the shipment record and queues the ones with nothing attached.

    • Ledgerline

      The invoice-hold flag only means something if the invoice actually goes the moment the POD lands, and Ledgerline is the finance-shelf product that drafts, sends and posts it.

    $14,900

    One-time

    Or included in Growth at $990/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.

Escalations at this size are not a severity engine. They are a customer who said “chargeback,” a founder CC’d on a 14-day-old ticket, or a 1-star that is about to go public. Heatlist is an agent. It scores open tickets for cancel, legal, chargeback, regulator, and “I will post this” language, for SLAs already blown, and for customers whose last few CSAT scores were bad. It writes a short Heatlist once or twice a day to Slack and a saved view in the helpdesk — not a ping per adjective.

It does not page the CEO at 1am for the word “angry.” You set the threshold. It does not refund, legal-hold, or close. If you already have a staffed escalation queue, this is redundant. Buy it when the first time leadership sees a blow-up is the public review or the Stripe dispute.

16 — Questions / 5 answered

Before you buy.

What does it need from me before it can run?

Open tickets; SLA clocks; CSAT history; phrase list; VIP account list; digest schedule. Nothing else is collected for a run.

How long does setup take?

35 minutes. Runs on nox.markets, acts in your tools. You authorise Zendesk, Intercom, Front, Gorgias, Slack once.

What does it cost to own?

$3,900 once — band 3, Operator. 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?

Heatlist digest; helpdesk view; VIP always-flag; miss log on tickets that escalated off-list.

Where does the hours-saved number come from?

12 preventable blow-ups/month × 35 min of manager time after they go public (~7h), plus ~5h of queue scanning, minus ~2h reviewing the flag list

17 — Related / 4 products

More on the Customer Experience shelf.

18 — Collections / 2 shelves

Where it sits on a shelf.

Heatlist runs 10 hours of this a month.

Book a demo

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

$3,900Included in Growth · $990/mo