One challenge many support teams face in Zendesk is getting agents to capture the right information consistently.
Even when fields exist, agents sometimes skip them, enter incomplete notes, or aren’t quite sure what should go in each field. Over time, that leads to messy data and missing context.
Sticky Notes helps address this with small but powerful guidance tools. Value hints, default values, and tooltips give agents subtle prompts right where they’re working, making it easier to capture complete and consistent information without slowing them down.
Help agents know what to enter
Value hints appear directly inside a field before an agent starts typing. Think of them as a quick example of the kind of information the team expects.
For instance, instead of leaving a blank field labeled Troubleshooting notes, a value hint might say: Summarize the issue, steps taken, and current status.
It’s a small change, but it removes guesswork. New agents especially benefit from these prompts because they don’t have to remember every internal guideline.
Pre-fill common information with default values
Default values can be used when a field usually starts with the same information.
Teams often use this to include things like investigation templates, response structures, or placeholders that agents can quickly edit during the ticket workflow.
For example, a default value might look something like:
Issue:
Steps taken:
Next action:
Instead of writing everything from scratch, agents just fill in the blanks. This keeps notes structured and makes it easier for teammates to scan the ticket later.
Add helpful context with tooltips
Sometimes a field needs a bit more explanation than a short hint can provide. That’s where tooltips come in.
A tooltip appears when an agent hovers over the info icon next to a field. It can contain additional instructions, reminders, or internal policies without cluttering the interface.
Teams often use tooltips to explain:
When a field should be used
What information is required
Which team is responsible for filling it out
Because the guidance is optional and only appears when needed, the interface stays clean while still offering support.
Add extra guidance with descriptions above and/or below fields
Sometimes a short hint or tooltip isn’t enough to explain how a field should be used. Sticky Notes also allows teams to place descriptions directly above and/or below a field.
Teams often use this space for quick reminders such as:
what information should be captured
when the field should be used
which team is responsible for filling it in
Because these descriptions sit next to the field itself, agents don’t need to check external documentation. The guidance appears exactly where they need it.
This is particularly helpful for onboarding new agents or introducing new internal processes.
Why small prompts make a big difference
When agents are guided while they work, data quality improves naturally.
Instead of relying on memory or training documents, the interface itself helps agents capture the right information at the right time.
Teams often notice improvements such as:
More complete ticket notes
More consistent internal documentation
Faster onboarding for new agents
Less back-and-forth between teams
These small design touches help teams get better data without adding extra processes.
For configuration details, see the Zendesk fields - customize preferences section in the Sticky Notes user guide.
Learn more
Sticky Notes includes several other features that help teams keep ticket information organized and easy to understand, including logged notes, pinned comments, notices, and buttons.
Visit the Sticky Notes product page to explore all features.
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