Onboarding new support agents takes time. Even with training, junior agents often hesitate because they’re not sure which macro to run, where to find the right resource, or what the next step should be.
Sticky Notes buttons help remove that uncertainty by putting clear, guided actions directly inside Zendesk. Instead of memorizing processes, agents can rely on visible buttons that do the right thing in one click.
The onboarding challenge in Zendesk
New agents usually know what they want to do, but not always how to do it yet. Common pain points include:
Choosing the wrong macro
Forgetting follow-up steps
Switching between tickets, docs, and internal tools
Slower handling times while double-checking processes
This can be stressful for new hires and time-consuming for team leads.
How Sticky Notes buttons help
Sticky Notes lets you add buttons directly to the ticket view. Each button can:
Run a Zendesk macro
Open a helpful link
Or do both at the same time
That means junior agents don’t need to search menus or remember exact macro names. They just click the button that matches what they need to do.
Buttons can also be shown only when relevant, keeping the interface clean and focused.
For configuration details, see the Buttons section in the Sticky Notes user guide.
Common onboarding use cases
Teams often use buttons to guide new agents through things like:
Sending standard first-reply messages
Logging outcomes or call summaries
Escalating tickets to the right group
Opening internal playbooks or training docs
Triggering follow-ups after a call or chat
Because the actions are clearly labeled, new agents gain confidence faster and make fewer mistakes.
Why this works for junior agents
Using buttons during onboarding helps teams:
Reduce training time
Standardize responses and workflows
Prevent missed steps
Support agents without constant supervision
Instead of relying on memory, agents are guided by the interface itself.
Learn more
Sticky Notes offers more ways to support new agents beyond buttons, including notices, logged notes, pinned comments, and conditional fields.
Visit the Sticky Notes product page to explore all features.
Ready to try it in your Zendesk account? Start a free trial on the Zendesk Marketplace >
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