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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.

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