Firewatch

About TL;DR

TL;DR builds focused operational tools for Zendesk support teams, helping supervisors make faster decisions without leaving their Zendesk workflow. Our apps are built natively on the Zendesk Apps Framework with privacy and simplicity as core design principles.

What Firewatch does

Firewatch is a real-time operational gap monitor for Zendesk Support. It gives supervisors an always-on view of tickets falling through the cracks across four critical categories:

• Unassigned — open tickets with no agent, risking SLA breaches
• No group — tickets not routed to any team, making ownership unclear
• No form — tickets missing a form, leading to poor categorization
• Stale +30 days — open tickets with no activity in 30+ days, indicating abandoned cases

Click any gap count to open the full ticket list. Click any ticket to open it inside Zendesk — no new tabs.

Key features

• Split-panel layout — gap summary left, ticket list right, no page transitions

• Group filter with name search, multi-select, and per-group ticket counts

• Urgency highlights — red for 60+ days without update, amber for 30+ days

• Trend indicators showing count changes since your last session

• CSV export with IDs, subjects, statuses, groups, forms, and timestamps

• Auto-detects agent locale: English, Portuguese (pt-BR), or Spanish

• No configuration required — install and open

Pricing

Firewatch is available through an external subscription. Details at https://tldrzd.tiiny.site

Data disclosure

Firewatch operates exclusively through the Zendesk Apps Framework (ZAF) within your own Zendesk instance. It accesses ticket ID, subject, status, creation date, last-updated date, assignee ID, group ID, form ID, group names, and form names — solely to render the app interface. Data is fetched on demand, held in browser memory only during your session, and never transmitted to any external server. The only persistent storage is a browser localStorage entry (key: firewatchprevv2) containing four integer gap counts used to compute trend indicators — it never leaves your device. Firewatch has no backend, no logging, and no analytics. It does not share data with third parties. Full privacy policy: https://tldrzd.tiiny.site