If you're using a Zendesk app and notice that it disappears when you move from one ticket to another, you're not alone. This is a common concern raised by Zendesk agents, especially from teams who like to keep their app handy while working through multiple tickets.
In this article, we'll explain how pinning and unpinning apps work in Zendesk, using the Sticky Notes app as an example.
Here's what's happening
The behavior depends on whether the app is pinned or unpinned in your Zendesk interface:
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If Sticky Notes is unpinned
The app will open in the unpinned apps tray (in the right-hand sidebar) and will stay visible as you switch between tickets — as long as the apps tray is kept open. -
If Sticky Notes is pinned
The app appears as an icon in the pinned apps bar. In this case, Sticky Notes won’t stay open when you move to another ticket. You'll need to click the icon each time to reopen the app. This is standard behavior for pinned apps in Zendesk.
Tip: If you want Sticky Notes to remain visible while navigating between tickets, we recommend unpinning it and keeping the apps tray expanded.
Here's how it looks:
Can this be applied to other Zendesk apps?
Yes — this approach can apply to any Zendesk app, not just Sticky Notes. Whether or not an app stays open when switching tickets depends on how it’s pinned and how the sidebar is managed.
If your team regularly uses other apps like Quickie, Tickler, or Escalator while navigating tickets, unpinning those apps can help keep them visible throughout your workflow.
For more advanced customization
If you're using Zendesk Professional or Enterprise plans, you might also want to explore:
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Custom layouts – Let you configure how the agent interface is structured, including which apps appear and where.
→ Viewing and managing custom layouts
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Contextual workspaces – Adjust the interface based on the ticket’s context (like form, group, or requester).
→ Setting up contextual workspaces
These features allow for greater control over app behavior and visibility, and may suit teams with more complex workflows.
Still have questions?
If Sticky Notes (or any other Lovestock & Leaf app) isn't behaving the way you'd expect, feel free to get in touch via support@lovestockleaf.com or via the web form at Support: Lovestock & Leaf. We’re always happy to help.
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