When an agent creates a ticket on a customer’s behalf, important context should appear before they click Submit.
Sticky Notes can check the selected requester’s tags and their organization’s tags while a new Zendesk ticket is being composed. When the tags match your conditions, a Notice appears immediately in the new ticket sidebar.
Give agents the right context from the start
This is useful whenever agents need to know something about a customer before creating their ticket, such as:
- The requester is an external contact
- The customer follows a different support process
- The organization has special handling requirements
- The agent needs to complete an extra step before submitting
- Important account information needs to be acknowledged
Agents no longer need to submit the ticket and wait for Zendesk to apply the relevant tags before seeing the Notice.
How it works
Add a Notice to the New ticket sidebar.
Then choose whether Sticky Notes should also check requester tags, organization tags or both.
Once an agent selects a requester, Sticky Notes checks for matching tags and displays the relevant Notice before the ticket is submitted.
Bring important information into view when it matters
Conditional Notices are one of the ways Sticky Notes helps agents catch important details without searching through profiles, fields or previous conversations.
Sticky Notes can also keep essential information visible with pinned comments, internal notes, Zendesk fields, shortcuts and other contextual Notices.
Want to see what else Sticky Notes can do?
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