A customer recently reached out to us:
Is there a way to separate our Sticky Notes buttons in the Zendesk ticket sidebar, so shortcuts don’t get mixed in with macros?
Yes, and here's how it would look like:
You can create two separate Buttons areas in the sidebar by adding two Buttons objects, then labeling and ordering them however you like.
A common setup is:
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Shortcuts for link buttons (runbooks, tools, policies)
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Macros for macro buttons (standard replies, workflows, triage actions)
Why teams like this setup
When everything is in one long list, agents have to scan, second-guess, and sometimes click the wrong thing. Splitting buttons into two groups keeps the sidebar tidy and easy to navigate:
Faster to use: agents know exactly where to look
Less clutter: links and macros stay in their own lanes
Fewer mistakes: reduces “oops” clicks when working quickly
Easier onboarding: new agents can start with shortcuts before relying on macros
Examples we see in the wild
Shortcuts might include links to:
Refund policy, escalation steps, product status page, internal tools
Macros might include:
“Request more info”, “Escalate to Tier 2”, “Follow-up scheduled”, “Close as solved”
Learn more and try it out
To review everything Buttons can do (including labels, show/hide rules, and managing objects), see the Buttons section in the Sticky Notes user guide.
Visit the Sticky Notes product page to explore what Sticky Notes can do in Zendesk, from keeping key info visible to helping agents take the next step faster.
Start a free trial on the Zendesk Marketplace and try building your own button groups for real-world workflows, like call handling, escalations, and repeat requests.
Try Sticky Notes for free >
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