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Sticky Notes User Guide

 

1. Overview

  • Create highly visible and updatable notes in tickets
  • Pin important ticket comments to the top
  • Rich Text Editor for formatting text, including web links
  • Notes are stored in custom ticket fields for portability
  • Multiple fields can be used for different purposes and agent groups
  • Edits are continuously auto-saved

The Sticky Notes app is used by agents to highlight important comments within a ticket, which are referred to as "Pinned Comments". Agents also use the app to keep important information about a ticket in what are referred to as "Notes". The Notes are highly visible and can be referenced later by the agent that wrote them or by other agents. The Notes can also be updated throughout the life of the ticket.

Agents no longer need to try using “internal notes” for this purpose. Once an internal note is submitted, it can no longer be edited quickly becomes buried in long ticket threads.

The Sticky Notes app provides the visibility and flexibility needed to properly highlight important information in a ticket for internal purposes.

The Pinned Comments feature allows agents to pin important ticket comments so they are not lost in long ticket threads. Any comment can be pinned, whether it be from a customer or agent.

The Notes feature allows agents to write important notes in the sidebar of the ticket so they are always clearly visible to all agents accessing the ticket. The notes can also be updated at any time by the agent.

Editing notes is done with a Rich Text Editor (WYSIWYG) and can be edited in-place in the right hand sidebar of the ticket or in a much larger pop-up editor, which is handy for longer documents. The editor allows formatted text to be pasted into the note with the formatting maintained, including hyperlinks (web links).

As editing is taking place, the app continuously saves a draft, so that edits are not lost.

The notes are stored in a custom ticket field so that the data stays connected with the ticket. This means it can be used by other apps and exported with the ticket data into other systems.

Multiple fields can be used to store Notes. This allows Notes with difference purposes to be separated. For example, you might have one field for general Notes and another field for Notes regarding a specific component of your help desk process (eg. sales or refunds). Using multiple fields, the Zendesk administrators have great control over which fields appear in which ticket forms and which agent groups have access to them.  

  

2. Using Notes

 [ coming soon ]

 

3. Configuring Sticky Notes

Once the app is installed, it won’t do anything until at least one of the two app settings is configured. Configuring these settings involves assigning custom ticket field IDs to them, so that the app can use these fields to store the Pinned Comments and Notes in the ticket. If your Zendesk has the Ticket Forms feature, then you can assign these custom fields to different Ticket Forms, which gives you great flexibility over which agent groups have access to which fields. If a particular agent doesn’t have access to one of the custom fields, then it won’t appear for them in the Sticky Notes app. When viewing tickets, the custom ticket fields used in these settings will be automatically hidden in the ticket fields panel on the left hand side of the ticket.

 

3.1 App Settings

Pinned Comments Field ID

To provide the Pinned Comments feature to your agents, create a new custom ticket field of type “Multi-line”, for the app to store the pinned comments in. Then copy-paste the ID of this field into the app setting field labelled “Pinned Comments Field ID“.

Notes Field ID(s)

To provide the Notes feature to your agents, you need at least one custom ticket field for the notes to be stored in. You can use an existing field, if for example you have already been using a custom ticket field for storing plain text or HTML notes in. Otherwise, create a new custom ticket field of type “Multi-line”.

You can create multiple fields to store different types of notes in. Future versions of the app will allow you to use different field types, but for now, the fields will all have to be “Multi-line”.

Once you have your custom ticket field(s), then copy-paste their ID(s) into the app setting field labelled “Notes Field ID(s)”, separating multiple IDs with a comma.

Repeat the same for user fields (on user profile) and organisation fields (on organisation profile), using User Notes Field key(s) and Org Notes Field key(s) setting.

 

CONFIG

This setting is to provide some extra config for each note field defined above. The format of the config must be in YAML format with this structure of 3 separate sections: ticket_fields, user_fields and org_fields

Each section contains the list of field along with the config of each field

ticket_fields:
  <field1_ID>:
<field1_options>
  <field2_ID>:
<field2_options>
...

user_fields:
<field1_ID>:
<field1_options>
  <field2_ID>:
<field2_options>
...

org_fields:
<field1_ID>:
<field1_options>
  <field2_ID>:
<field2_options>
...

For example, a sample config would look like below:

ticket_fields:
  1345225:
maxDate: 0
  tags:
- tag1
- [tag2, tag3]

user_fields:
contact_name:
enableRTE: true

org_fields:
address:
disableRTE: true

 1) Field IDs that can be used in the config are:

  • ticket field ID (e.g. 23413212, 5299322 ...)
  • user field key (e.g. your_custom_user_key1, custom_user_key2...)
  • organisation field key (e.g. your_custom_org_key1 ...)
  • tags (to indicate the ticket/user/org tags)

2) Field Options vary depending on the field type:

For all field types:

  • doNotHide: this is boolean value (true/false) to indicate whether to hide the field on the ticket (default to false)
  • css: this is a CSS object definition to control the styling of the displaying value

For example

ticket_fields:
  2312856323:
doNotHide: true
css:
color: red
fontSize: 20px
backgroundColor: black

meaning do not hide the field 2312856323 on the left of the ticket, and should display it with red color font 20px, black background in Sticky Notes.

 

For date field:

The full options of jQuery DatePicker are supported. They can be found here along with their definition: http://api.jqueryui.com/datepicker/ (the Options column)

For example

ticket_fields:
  2312856323:
maxDate: 0
dateFormat: "yy-mm-dd"
minDate: "2015-01-01"

meaning for field 2312856323, the agent can only set date from 01-01-2015 (minDate option) to today date (maxDate option).

And the format of the date will be year-month-day (dateFormat option)

For text field:

  • enableRTE: this is boolean value (true/false) to indicate whether there should be Rich Text Editor on the field (default to false)

For textarea/multiline field:

  • disableRTE: this is boolean value (true/false) to indicate whether there should be Rich Text Editor on the field (default to false)

For tags field

This should contain the list of highlight tags to show in Sticky Notes when the ticket/user/org has it.

The tags can be put in group so that they only appear if all the tags present, otherwise none will show.

For example

ticket_fields:
  tags:
- tag1
- [tag2, tag3, tag4]

meaning:

  • Sticky Notes will show tag1 if the ticket has tag1.
  • In addition, if the ticket has all 3 tags: tag2,tag3,tag4, it will show them. Otherwise if ONE of these tags is missing, Sticky Notes will not show them all
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