Some customer details shouldn’t live in individual tickets. Preferences, account identifiers, VIP flags, or special handling notes need to follow the customer wherever they go.
Zendesk allows you to store this information, but Sticky Notes makes it visible, consistent, and usable during everyday ticket work.
What Zendesk can do on its own
Zendesk supports user fields and organization fields, which means you can technically store things like:
• Customer or account IDs
• VIP or priority flags
• Language preferences
• Internal reference notes
However, these fields often live in profile panels or side sections that agents don’t always check. The information exists, but it’s easy to miss when agents are focused on replying to tickets.
How Sticky Notes fits in
Sticky Notes builds on top of Zendesk fields and solves the visibility problem.
User notes created through Sticky Notes are still stored in Zendesk, but they’re surfaced directly where agents work, such as the ticket sidebar or user sidebar. This keeps important customer context in view every time a ticket is opened.
Sticky Notes also lets you:
• Control where user notes appear
• Add labels, descriptions, and tooltips for clarity
• Set fields as read-only when needed
• Limit visibility or edit access by role, group, or ticket context
The result is customer-level information that stays consistent and easy to find across all tickets.
What teams typically store in user notes
• Communication preferences (for example, email only)
• VIP or priority handling flags
• Customer or membership IDs
• Language or regional preferences
• Known sensitivities or internal guidance
Because these notes are tied to the user, they automatically appear on every ticket that customer creates.
Why this improves visibility
Without Sticky Notes, agents often rely on memory, old tickets, or internal comments to piece together customer context. This leads to repeated questions and inconsistent handling.
With Sticky Notes user notes, important information is visible at the right time, helping agents respond faster and more consistently.
For configuration details, see the Zendesk fields section in the Sticky Notes user guide.
Best practices for user notes
• Keep entries factual and concise
• Avoid ticket-specific updates in user notes
• Use consistent naming across fields
• Review and clean up outdated information regularly
Learn more
Sticky Notes offers several other ways to keep important information visible in Zendesk, including pinned comments, logged notes, notices, and action buttons.
Visit the Sticky Notes product page to explore all features.
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