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User guide | Sticky Notes

Contents
    1. Overview
      Explore the introduction to Sticky Notes, with advanced features that elevate ticket management within Zendesk.
      1. New features
      2. Key features
    1. Quick Start configuration
      Begin by configuring the Quick Start settings efficiently.
    1. Global settings
      Define the core functionalities and default behaviors that apply across the entire Sticky Notes application
      1. Lock empty objects label
      2. Enable role restrictions?
      3. Convert ticket IDs to link
      4. User field role override
      5. Organization field role override
      6. Submitting ticket with field(s) in edit mode
    1. Location settings
      Set the display location for Sticky Notes, then modify location preferences for a tailored and streamlined workspace.
      1. Set display location
      2. Modify location preferences
    1. Logged notes
      Create timestamped and agent-attributed notes with customizable editing permissions.
      1. Features
      2. Add as a new object
      3. Customize preferences
      4. Modify preferences
    1. Pinned comments
      Pin and highlight important ticket comments to prevent loss in lengthy threads.
      1. Features
      2. Add as a new object
      3. Customize preferences
      4. Modify preferences
    1. Zendesk fields
      Leverage Zendesk fields to store the data agents input, such as Notes.
      1. Notes
      2. Add as a new object
      3. Customize preferences
      4. Modify preferences
    1. Notices
      Craft custom alerts with support for placeholders and Liquid markup.
      1. Features
      2. Link modifiers
      3. Add as a new object
      4. Customize preferences for container
      5. Customize preferences for individual notices
      6. Modify preferences
    1. Buttons
      Use buttons that can trigger Zendesk macros and open URLs in new tabs.
      1. Features
      2. Add as a new object
      3. Customize preferences for container
      4. Customize preferences for individual buttons
      5. Modify preferences
    1. Object management
      Efficiently handle object configurations as needed.
      1. Clone an object
      2. Disable an object
      3. Enable an object
      4. Delete an object
    1. Backup & Restore
      Secure and recover your application settings with ease.
      1. Backup
      2. Restore
    1. Best practices
      Maximize your utilization of Sticky Notes with essential optimization tips.
      1. For admins
      2. For users
    1. FAQ
      Find answers to common questions and troubleshoot common issues.
  1. Conclusion
    Explore key takeaways and discover next steps for an enhanced Zendesk experience.
    1. Key takeaways
    2. Next steps

 

Overview

Sticky Notes is an advanced tool designed to enhance ticket management within Zendesk. Its features can be tailored to improve visibility, streamline note management, and facilitate effective collaboration.

You can add and customize objects for Sticky Notes to show in specific locations. This includes Logged notes, Pinned comments, Zendesk fields, Notices, and Buttons, each serving a distinct purpose in enhancing agent workflows.

The app caters to a diverse user base, including customer support agents, team leads, administrators, developers, and QA professionals. It ensures that essential information is consistently visible and up-to-date. Whether pinning crucial comments or creating dynamic notes, Sticky Notes enables seamless communication across various roles. In contrast to traditional internal notes, it supports ongoing updates, preventing the loss of critical details in lengthy ticket threads.

 

New features

Logged notes

Create timestamped and agent-attributed notes with customizable editing permissions.



Action buttons

Use buttons that can trigger Zendesk macros and open URLs in new tabs.


Clone objects

Duplicate and move objects across locations.


 

Key features

Pinned comments

Pin and highlight important ticket comments to prevent loss in lengthy threads.



Smart notices

Craft custom notices with support for placeholders and Liquid markup, allowing dynamic display and manipulation of organization, user, and ticket field values in various conditions.

Notices screenshot.png

Highly visible notes 

View or edit important notes in the sidebar. Show or edit organization and user fields from within tickets.



Rich text editor

Leverage the flexibility of a customizable WYSIWYG/rich-text editor to compose and format your notes.



Field descriptions

Enhance agent understanding by adding instructions above and below the field, and helper tooltips revealed by hovering over an info icon.



Comprehensive Zendesk field support

Achieve versatile integration and maximum functionality for all field types.



Data portability

Store notes in custom fields for connectivity with other apps, utilize Zendesk Explore for in-depth analysis, and effortlessly export your information.



Flexible field management

Utilize multiple fields for varied note purposes, controlled by Zendesk administrators.


Expandable window

Expand and edit note in a larger dialog for increased visibility and ease.




Advanced styling

Style labels and fields to stand out or blend in based on importance and data type.

 

Quick Start configuration

Upon installation, Sticky Notes requires configuration for optimal functionality. The Quick Start guide simplifies the process, ensuring a seamless integration into your Zendesk environment. Configuration is conducted through the app settings page, allowing users to tailor the Sticky Notes experience to their specific needs.

Users can also add objects to specific locations, defining where Sticky Notes appear in Zendesk. The guide provides a step-by-step process for showing custom notes on each ticket, enhancing user engagement.


1. To start configuration via Quick Start, open Sticky Notes via the Zendesk sidebar.

 

2. Click App settings.



3. Employ the Quick Start feature to seamlessly make custom notes fields accessible on each ticket. Click Existing ticket sidebar.

Screen Shot 2023-11-27 at 3.05.11 pm.png

4. Click Add.

Screen Shot 2023-11-27 at 3.06.55 pm.png

5. Choose Zendesk field as object type.

Screen Shot 2023-11-30 at 4.54.10 pm.png

6. Select Ticket field and Automatically create new field.

Screen Shot 2023-11-24 at 5.32.55 pm.png

7. Save the above settings to create that object in Existing ticket sidebar location.


8. Make sure to reload the Zendesk webpage (by pressing F5 or Ctrl + R) then open any ticket. 

Notes fields are now seamlessly integrated into Sticky Notes, providing a user-friendly interface to effortlessly add customized notes to each ticket.

sn_sample_note_field.png


Note:
Should you wish to make a notes field
available during ticket creation, replicate the aforementioned steps for the New ticket sidebar location. However, exercise caution during the final step – opt for Choose an existing field... instead of Automatically create new field, and select the notes field previously established for the Existing ticket sidebar location.

 

Global settings

In this section, administrators can configure the fundamental aspects of the application that affect all users.

1. Click More options on Sticky Notes.

Screen Shot 2023-11-28 at 3.55.45 pm.png

2. Select App settings.

Screen Shot 2023-11-28 at 3.58.07 pm.png

3. Click Global settings.



4. You can now make any changes to the default settings shown on the panel.



Here's an overview of each setting available:

 

Lock empty objects label

Restrict agents' ability to toggle between icon and label display modes for empty object labels. By default, agents can choose how to display these labels on their interface. This setting ensures a consistent presentation by disabling this choice.

 

Enable role restrictions?

Activate this to enforce role-based access control. This setting determines whether user permissions are restricted according to their assigned role within the system, thereby enhancing security and operational efficiency.

 

Convert ticket IDs to link

When enabled, numeric ticket IDs are automatically converted into clickable links if preceded by a # symbol. This allows agents to navigate to the relevant ticket quickly when a ticket number is mentioned in communications.


 

User field role override

This experimental feature allows agents to edit user fields even if their role typically does not permit this action. This setting can be used for testing or in situations where flexible permission control is required.


 

Organization field role override

Similar to the user field override, this setting enables agents to edit organization fields irrespective of their role restrictions. This feature is also experimental and should be used with caution.


 

Submitting ticket with field(s) in edit mode

Defines the behavior when an agent submits a ticket while still in edit mode, particularly for multi-line fields. The default action is to stop submission and notify the agent, preventing incomplete data entry.



Note: Remember to save your changes by clicking the Save after adjusting the settings to ensure they are applied.

 

Location settings

Fine-tune the display of Sticky Notes by exploring the array of supported locations to choose where Sticky Notes will appear within Zendesk. Set up location preferences to customize the visibility and layout, ensuring an optimized user experience tailored to your specific needs. These settings empower you to precisely control where and how Sticky Notes enhance your workflow in Zendesk.

 

Set display location

Sticky Notes can be displayed on various Zendesk locations, including ticket sidebars, user profiles, and organization profiles. Users can select corresponding locations to configure the display according to their preferences.

1. Click More options on Sticky Notes.

Screen Shot 2023-11-28 at 3.55.45 pm.png

2. Select App settings.

Screen Shot 2023-11-28 at 3.58.07 pm.png

3. Select the display location by choosing from four options: New ticket sidebar, Existing ticket sidebar, User sidebar, or Organization sidebar.

Screen Shot 2023-11-27 at 3.05.11 pm.png

 

Modify location preferences

After setting the display location, you can then enable or disable options to manage objects in their existing locations.

 

Always show in sidebar

By keeping the app in the sidebar even without specific objects or fields, users can easily locate and access the application.

 

Use empty fields dropdown

This option efficiently conserves vertical space within the app panel, particularly when dealing with multiple empty objects.

 

Empty objects display mode

Set the default way in which the empty objects will be displayed.

 

Save ticket field updates

This option is available for New ticket sidebar or Ticket sidebar location. Select whether you would like changes to appear immediately upon update or when ticket is submitted. Note that this behavior can be overridden in the object settings.

 

Objects in existing ticket sidebar

You can add and customize objects, which includes Logged notes, Pinned comments, Zendesk fields, Notices, and Buttons, each serving a distinct purpose in enhancing agent workflows.




Add more objects or drag and drop the items in the list into the order you want them to appear in the app. You can also clone, disable, or delete individual items in the list.

 

Logged notes

Logged notes is a powerful tool for creating a field within Sticky Notes that allows the addition of an infinite number of timestamped entries. Each entry includes the author's name, stored as the agent ID, providing comprehensive tracking and logging capabilities for your tickets.

 

Logged notes - Features

Explore the various features and functionalities of logged notes.

Rich text editor (RTE)

Admins can choose between RTE fields and plain text for data entry.



Record edit permissions

Admins can determine whether existing logged records are editable by agents/groups/roles. Admins always have the ability to edit records.



Personalized visibility

Admins can decide whether ticket ID, requester, date/time, and author details are displayed for agents.

 

Exclusive admin access

Admins can discreetly hide history and also decide whether logs are added as internal notes.

 

Logged notes - Add as a new object

Learn how to integrate logged notes as a new object in Sticky Notes.

1. In the Existing ticket sidebar location, click Add and choose Logged notes. You could also instead include the object in New ticket sidebar location.

Screen Shot 2023-11-30 at 4.58.13 pm.png

2. Select your preferences and click Save.

Screen Shot 2023-11-30 at 5.02.46 pm.png

 

Logged notes - Customize preferences

Tailor your preferences for logged notes to match your workflow, including options for display, formatting, and behavior.
 

Enable

Toggle this option on to activate the object and allow it to appear on the app. When enabled, the object becomes active and is visible within the application interface. This feature is used to control the presence of the object in the app, providing flexibility in managing which objects are actively displayed.



By utilizing this feature, you have the ability to control the visibility and functionality of the object within the app. This can be particularly useful for managing and organizing content, ensuring that only relevant and active objects are displayed to users.

 

Ticket / User / Organization

Use the dropdown menu to select which field the object will appear in. This selection determines the category under which the object will be classified within the system. 



1. Ticket field

Select this option if the object is related to tickets or specific support requests. This categorization is suitable for tracking and managing individual incidents or service requests.

2. User field

Choose this option if the object pertains to user-related information. This may include details about individuals who interact with the system, such as customers, employees, or stakeholders.

3. Organization field

Opt for this option if the object is associated with organizational data. This category is often used for managing and organizing information related to groups, companies, or entities.

By using the dropdown to specify the field, you can effectively organize and classify objects based on their nature and relevance. This categorization aids in efficient data management and retrieval within the system. Ensure to select the most appropriate category to align objects with the relevant context and purpose.

 

Field

Configure this setting to determine whether to utilize an existing field within your forms or to automatically generate a new field. Selecting Use existing field integrates with your current setup, while choosing to Automatically create new field adds a new element to your form structure, allowing for customization and specificity in data capture.

 

Show/hide field

Choose to show the field when certain conditions are met, or to always show the field regardless of conditions.




Determine the display behavior of the logged notes field in your system with these configurable options, ensuring that it aligns with the workflow and access needs of your team:


1. Always show field

The logged notes field is constantly visible, providing consistent access to logged information regardless of the ticket's or agent's status.

2. Show field when conditions are met

The field becomes visible only under specific conditions, such as when an agent's role, group membership, or ticket attributes like brand, form, or tags match predefined criteria.

3. Hide field when conditions are met

Opposite to the above, this option hides the logged notes field when certain conditions are fulfilled, potentially streamlining the interface by removing unnecessary information for certain scenarios.

These settings offer you the flexibility to manage when the logged notes field should be a part of the agent's interface, optimizing the display of information for efficiency and clarity in your ticket management system.

Customize when the logged notes fields in your application are shown or hidden by setting specific conditions tied to the characteristics of the ticket and the agent handling it.

1. Agent is in ANY of these role(s)

Display the logged notes field if the agent viewing the ticket has one or more of the specified roles.



2. Agent is in ALL of these group(s)

Make the logged notes field visible only when the agent is part of all the listed groups.



3. Agent is in ANY of these group(s)

The logged notes field is shown if the agent belongs to any of the groups mentioned.



4. Is ANY of these brand(s)

The field will be displayed if the ticket is associated with any of the selected brands.



Note: This condition option only appears when using multiple brands within the system. The option will not appear if
only a single brand is configured.


5. Is ANY of these ticket form(s)

Show the logged notes field when the ticket includes any of the specified ticket forms.



Note: This condition option only appears when utilizing multiple forms. The option will not appear if only a single form is in use.

7. Group assignment

While most field visibility conditions are consistent across all locations, the condition related to group assignment varies based on the sidebar. Below is the breakdown of how this condition should be set depending on the sidebar you are configuring

Is assigned to ANY of these group(s) - For New ticket sidebar or Ticket sidebar

Show or hide field if the ticket is assigned to any of the specified groups, providing group-specific information necessary for ticket resolution. 



Is in any of these group(s) - for User sidebar

Show or hide field if the user is in any of the specified groups, providing group-specific information necessary for ticket resolution. This evaluates the group membership based on the group ID(s) associated with the user profile being viewed.



Is in any of these group(s) - for Organization sidebar

Show or hide field if the user's organization is associated with any of the specified groups, providing group-specific information necessary for ticket resolution. This condition uses the group ID(s) associated with the organization to which the user belongs.



8. Contains ALL of these tag(s)

Display the field when every one of the entered tags is present in the ticket.



9. Contains ANY of these tag(s)

The logged notes field will be shown if any of the provided tags are attached to the ticket.



These conditions allow for a dynamic user interface, where the logged notes fields are presented in a context-sensitive manner, enhancing the relevance of displayed information for agents during their ticket resolution process.

 

Read-only

Toggle this option on if you wish to display the field in read-only mode within the app. When this option is activated, the field becomes view-only, preventing users from making edits or changes. This feature is particularly useful when you want to showcase information that should not be altered or when you want to ensure data consistency.

 



Enabling Read-only is suitable for scenarios where you want to communicate specific details without allowing user modifications. For example, if you have a field for displaying historical data or reference information, turning on 'Read-only' ensures that the content remains static and serves as a reference point for users without the risk of unintentional edits.

Please note that when Read-only is toggled on, the field becomes locked for editing, and users will only be able to view the information without the ability to make changes directly through the app interface.

 

Label

Specify the title or name to be displayed on the app for the respective object. For example, if the field is for customer support agents to enter their troubleshooting logs, the label might be Support logs. You can also use placeholders and Liquid markup here.

 


 

Disable RTE

Turn on this setting to switch the field input from a rich text format to plain text, removing options for HTML styling and formatting. This ensures the information is stored and displayed without any text styling elements.


 

Available formats of RTE

Customize the rich text editor's toolbar by selecting the formatting tools that your agents are allowed to use. This configuration determines the options available when editing text, such as bold, italic, underline, and list formatting, to align with your organization's documentation standards.

 

 

Who can edit/delete logs

Set permissions for who has the authority to modify or remove logs.




1. Admins

Only administrators can edit or delete logs, ensuring high-level control.

2. Admins and particular groups/roles/users

Extend permissions to include specific groups, roles, or users along with admins.

3. All agents

Grant all agents the capability to manage their logs, fostering a collaborative environment.

This setting is designed to help maintain the integrity of logs while accommodating different workflow requirements.

 

Author can edit/delete their own logs

Enable this option to allow authors to modify or remove their own logs. This setting operates independently and does not impact the permissions granted to admins or other agents as specified in the previous setting.

 

Descriptions

These settings allow you to incorporate descriptive information about the object in various ways. 

 

Description above

When selected, the object's description will be displayed above the designated field within the app interface. Enter relevant details to provide immediate context or instructions.

 

Description below

Choosing this option places the object's description below the designated field in the app interface. Provide additional details or explanations related to the designated field.

 

Description tooltip

If this option is activated, a tooltip containing the object's description will appear when users hover over the designated field. Offer concise information without cluttering the main interface.



Additionally, you can insert placeholders to dynamically display specific details related to the designated field (e.g., {{username}}, {{email}}) in the description. You can also leverage Liquid markup for more advanced dynamic content, allowing you to customize and tailor descriptions based on attributes of the designated field.

 

Show when empty

You have the option to customize how an empty field is displayed to users.



1. Default - Do not show when empty

When a field is empty, it is shown as an option in the empty field area at the top of the app. This provides users with a clear indication that the field is available for input.

2. Toggled on - Show when empty

Alternatively, you can choose to display an empty field as being open and ready to be edited, mimicking the appearance when the field is not empty. This option enhances consistency in the interface, creating a visual cue that encourages users to input data.

Choose the display option that aligns with your design preferences and user experience goals.

 

Do not hide original field

Enable this option to keep the field visible in the left sidebar, overriding the default setting that hides them for a cleaner view.

 

Label and field style

This feature allows you to personalize the visual appearance of both the label and the field associated with the object. Customize various style attributes to achieve the desired aesthetic and enhance readability.


1. Text color

Adjust the color of both the label and field text to match your design preferences. Choose a color that provides optimal contrast and readability against the background.

2. Background color

Set the background color behind both the label and the field to create visual distinction. This enhances the visibility of both elements within the app interface.

3. Font size

Modify the size of both the label and field text to control their prominence. Select a font size that aligns with your design and readability objectives.

4. Bold

Toggle the bold option for both the label and field text to make them more prominent and visually distinct. Useful for emphasizing crucial information.

5. Italic

Activate the italic option for both the label and field text to add a stylistic touch. Italics can convey emphasis or contribute to a unique visual style.

By leveraging these combined styling options for both labels and fields, you can create a cohesive and visually pleasing interface that aligns with your design language and user experience goals. Experiment with different combinations to achieve the desired aesthetic.

 

Display ticket ID

Customize how the ticket ID is displayed in logs with the following options.


1. Show

The ticket ID will be continuously visible.

2. Expand to reveal

The ticket ID will be hidden but can be viewed by expanding the log entry.

3. Don't show

The ticket ID will not be displayed in the logs.


Note: Regardless of the chosen setting, administrators will always have the ability to see the ticket IDs.

 

Display requester

Adjust the display settings for the requester information in logs.


1. Show

Requester details will be constantly visible in the logs.

2. Expand to reveal

Requester details will be hidden by default but can be viewed by expanding the log entry.

3. Don't show

Requester details will not be displayed in the logs.

Note: Administrators will retain the ability to view requester details regardless of the setting selected.

 

Display date/time

Control the visibility of date and time information in logs.

 



1. Show

The date and time will be always visible for each log entry.

2. Expand to reveal

The date and time are hidden but can be viewed by expanding the log entry.

3. Don't show

The date and time will not be displayed in the logs.


Note: Regardless of the option chosen, administrators will continue to have the ability to see the date and time details for each log.

 

Display author

Set preferences for author visibility in log entries.



1. Show

The author's name will be permanently displayed.

2. Expand to reveal

The author's name will be hidden but can be made visible by expanding the log entry.

3. Don't show

The author's name will not be displayed within the log entries.


Note: No matter which setting is chosen, administrators will retain the ability to view the author of each log.

 

Hide history

Enable this setting to conceal the log history from the view. This can help streamline the user interface by displaying only the most recent log entries.


 

Add log as internal note

Activate this toggle to automatically duplicate any new log entries as internal notes within the ticket. This ensures that all log changes are recorded and accessible in the ticket's internal communication history.

 

Modify preferences

To modify previously configured preferences for Logged notes, simply locate the object in the Objects in existing ticket sidebar list. A single click on the object will reveal the preferences panel. 



Proceed to make any required adjustments, and don't forget to save your changes by clicking Save when you're finished.

 

 

Pinned comments

Pinned comments let you spotlight and prioritize crucial information within a ticket. By pinning specific comments at the top, you make sure essential details are easy to find, helping you focus on what matters most.

 

Pinned comments - Features

Priority focus

Elevate critical comments by pinning them at the top of the ticket. Ensure essential information is prominently displayed for immediate attention.

Efficient communication

Streamline communication by keeping vital updates visible and easily accessible. Facilitate collaboration and decision-making with a clear focus on priority content.

Enhanced organization

Maintain a structured and organized ticket interface by highlighting crucial details. Optimize workflow by centralizing essential information for quick reference. Prevent loss of important information in lengthy threads.

 

Pinned comments - Add as a new object

Learn how to integrate pinned comments as a new object in Sticky Notes.

1. In Zendesk's Admin Center, under Objects and rules > Tickets > Fields, create a new custom ticket field of the type Multi-line to serve as the storage space for the app's pinned comments.



2. Assign a display name for the new field you're creating. In this example, we've chosen "Pinned Comments" as the designated display name for the multi-line field. Set permissions to "Agents can edit," then click Save.



3. Reload the Zendesk browser page, and the display name of your newly added field should now appear on your Zendesk fields list.

Note: If the display name doesn’t appear in the fields list immediately after creating the new field, this delay may be due to caching. Wait a few minutes, refresh the page, and then check again. More information on adding Zendesk fields can be found here: Creating custom fields - Zendesk 



4. For seamless integration of pinned comments in Zendesk's ticket forms, add the new multi-line field to relevant forms via Zendesk's Admin Center, under Objects and Rules > Tickets > Forms. In our example, we've integrated the field into the Default ticket form (active).

Note: This step is applicable only if you incorporate ticket forms into your workflow.



5. Search the display name you created earlier for the multi-line field. In our example, it is Pinned comments.



6. Once the display name appears, click + next to it. In our example, the + next to Pinned comments is clicked.



7. It should now appear on your default form list.



8. Don't forget to click Save.



9. Integrate the pinned comments object exclusively into the existing ticket sidebar as it is the sole location containing comments. In App settings, via Quick Start, choose Existing ticket sidebar.



10.  Click Add.



11. Select Pinned comments. Notably, unlike other objects, the pinned comments object is a one-time addition to this location.


 

12. Within the Pinned comments field setting, designate the custom field created for pinned comments. In our example, Pinned comments is selected. This was the display name we used for the new multi-field we created earlier.

Note: In case the display name doesn't promptly appear in the dropdown list after creating the new field, this delay may be due to caching. Wait a few minutes, refresh the page, and then recheck.



13. Pinned comments are presented in chronological order, with the newest comments shown first by default. If you prefer to arrange the comments from oldest to newest, simply enable the Show oldest comment first toggle.



14. Click Save, then reload the browser page to activate the use of pinned comments within an existing ticket.



15. The pinned comments feature should now appear on the app. When viewing a ticket, click Pinned comments to start pinning.



16. Public and private comments for the current ticket will appear in a dialog. To pin a specific comment to the sidebar, simply click Pin next to that comment.



17. Select Done to confirm your action or Cancel to undo the operation.



18. The pinned comment is now visible on the sidebar.

 

Pinned comments - Customize preferences

Customize your preferences for pinned comments to align with your workflow, including options for display, formatting, and behavior.

 

Enable

Toggle this option on to activate the object and allow it to appear on the app. When enabled, the object becomes active and is visible within the application interface. This feature is used to control the presence of the object in the app, providing flexibility in managing which objects are actively displayed.




By utilizing this feature, you have the ability to control the visibility and functionality of the object within the app. This can be particularly useful for managing and organizing content, ensuring that only relevant and active objects are displayed to users.

 

Pinned comments field

Choose a custom ticket field from the dropdown menu to store data related to pinned comments. This field will be used for easy access and reference within the ticketing system.


 

Show oldest comment first

Enable this to reverse the comment order, displaying entries from oldest to newest, providing a chronological flow of conversation.



 

Label

Enter a custom label for the pinned comments section as displayed in the app interface. The default label is Pinned comments.

 

Field tag(s)

Input tags in this field to automatically associate them with the ticket whenever this particular field is utilized. This feature helps in categorizing and filtering tickets based on the specific tags assigned.


 

Label style

Customize the appearance of field labels within the application using these settings.




1. Text color

Change the color of the label text to enhance visibility or match your branding.

2. Background color

Select a color for the label's background for better contrast or aesthetic preference.

3. Font size

Choose from a range of sizes to make the label more readable or to emphasize importance.

4. Bold

Toggle on to make the label text bold, highlighting it for users.

5. Italic

Toggle on to italicize the label text, adding emphasis or distinguishing it from other text.

These style options allow you to personalize the look of your application's labels to fit your organizational needs and user interface design.

 

Export pinned comments to field (text formatted)

Choose a destination for storing text-formatted pinned comments from tickets by selecting an existing field or creating a new one. This feature facilitates the organization and retrieval of critical comment data for reporting or analysis purposes.



 

Export pinned comments to field (html formatted)

Choose an appropriate field to export pinned comments with HTML formatting, ensuring that the stylistic and structural elements of the comments are preserved upon transfer. This option is ideal for maintaining the original formatting for comprehensive record-keeping or detailed reviews.

 

Modify preferences

To modify previously configured preferences for pinned comments, simply locate the desired object in the Objects in existing ticket sidebar list. A single click on the object will reveal the preferences panel. 



Proceed to make any required adjustments, and don't forget to save your changes by clicking Save when you're finished.

 

Zendesk field

To furnish a notes field for your agents, leverage Zendesk field to store the data they input. Whether utilizing existing fields or creating new custom ticket fields, the versatility extends to various field types supported by Zendesk.

  • Checkbox
  • Drop-down
  • Text
  • Multi-line
  • Multi-select
  • Numeric
  • Decimal
  • Date
  • Credit card
  • Regex

 



Crucially, if employing Zendesk's multiple ticket forms feature, ensure the inclusion of the field in all forms. Failure to do so may result in Sticky Notes not displaying the field on forms lacking the requisite field configuration.

 

Notes

Notes (contained inside Zendesk field) serve as a dynamic and visible means of adding essential information to tickets, users, or organizations.



Continuous updates

Ensure information remains relevant throughout the life of the ticket.

Versatility

Accommodate various field types for a wide range of information.

Collaboration

Provide a collaborative platform for team members to contribute and stay informed.

Rich text editing

Incorporate formatted text for clarity and emphasis.

Customizable fields

Tailor notes to specific needs with customizable fields.

Comprehensive solution

Capture, organize, and share crucial details seamlessly.

Efficient communication

Foster efficient communication and streamlined workflows.

 

Zendesk field - Add as a new object

Learn how to integrate Zendesk fields as a new object in Sticky Notes.

1. In the Existing ticket sidebar location, click Add and choose Zendesk field. You could also instead include the object in New ticket sidebar location.




2. Select your preferences and click Save.


 

Zendesk field - Customize preferences

Tailor your preferences for Zendesk field to match your workflow, including options for display, formatting, and behavior.

 

Enable

Toggle this option on to activate the object and allow it to appear on the app. When enabled, the object becomes active and is visible within the application interface. This feature is used to control the presence of the object in the app, providing flexibility in managing which objects are actively displayed.



By utilizing this feature, you have the ability to control the visibility and functionality of the object within the app. This can be particularly useful for managing and organizing content, ensuring that only relevant and active objects are displayed to users.

 

Ticket / User / Organization

Use the dropdown menu to select which field the object will appear in. This selection determines the category under which the object will be classified within the system. 




1. Ticket field

Select this option if the object is related to tickets or specific support requests. This categorization is suitable for tracking and managing individual incidents or service requests.

2. User field

Choose this option if the object pertains to user-related information. This may include details about individuals who interact with the system, such as customers, employees, or stakeholders.

3. Organization field

Opt for this option if the object is associated with organizational data. This category is often used for managing and organizing information related to groups, companies, or entities.

By using the dropdown to specify the field, you can effectively organize and classify objects based on their nature and relevance. This categorization aids in efficient data management and retrieval within the system. Ensure to select the most appropriate category to align objects with the relevant context and purpose.

 

Field

Configure this setting to determine whether to utilize an existing field within your forms or to automatically generate a new field. Selecting Use existing field integrates with your current setup, while choosing to Automatically create new field adds a new element to your form structure, allowing for customization and specificity in data capture.

 

Save ticket field updates

Select the preferred timing for saving updates made to ticket fields. Options include adhering to the current global default or specifying a unique save action for this particular setting. The global default can be adjusted in the Global Settings, whereas here you can choose to save either immediately upon each update or only when the ticket itself is submitted, offering tailored control to fit your workflow.

 

Show/hide field

This feature allows you to control the visibility of a field based on specified conditions. Use the dropdown menu to select how conditions will impact the appearance of the field within the app.


 

1. Always show field

The field will be visible at all times, irrespective of specified conditions. Ideal for ensuring constant visibility of critical information or elements within the app interface.

2. Show field when conditions are met

When conditions are met, the field will be displayed in the app. Useful when you want certain information to appear only under specific circumstances.

3. Hide field when conditions are met

When conditions are met, the field will be hidden from view in the app. Helpful for streamlining the user interface or presenting information dynamically based on user interactions.

Adjust the visibility of a Zendesk field dynamically by establishing conditions that reflect the agent's roles, group memberships, and the nature of the ticket. This customization ensures that agents see the most relevant and necessary information to efficiently resolve tickets.

1. Agent is in ANY of these role(s)

Set field visibility to change when the agent viewing the ticket matches any of the specified roles, enabling role-specific customization.



2. Agent is in ALL of these group(s)

Configure field to be visible only when the agent is a member of all the listed groups, ensuring that fields are only shown to agents with specific cross-functional access.



3. Agent is in ANY of these group(s)

Adjust field visibility to allow any agent who is a member of any of the listed groups to view certain fields, broadening the accessibility of information when appropriate.



4. Is ANY of these brand(s)

Make the field visible only if the ticket is associated with any of the selected brands.



Note: This condition option only appears when using multiple brands within the system. The option will not appear if only a single brand is configured.

5. Is ANY of these ticket form(s)

Display field based on the ticket form used. This condition allows for form-specific field visibility, tailoring the ticket layout to the form's context.



Note: This condition option only appears when utilizing multiple forms. The option will not appear if only a single form is in use.

6. Group assignment

While most field visibility conditions are consistent across all locations, the condition related to group assignment varies based on the sidebar. Below is the breakdown of how this condition should be set depending on the sidebar you are configuring


Is assigned to ANY of these group(s) - For New ticket sidebar or Ticket sidebar

Show or hide field if the ticket is assigned to any of the specified groups, providing group-specific information necessary for ticket resolution.



Is in any of these group(s)
- For User sidebar

Show or hide field if the user is in any of the specified groups, providing group-specific information necessary for ticket resolution. This checks the assignee group ID against the specified group IDs to determine whether to show or hide the field.



Is in any of these group(s) - For Organization sidebar

Show or hide field if the user's organization is associated with any of the specified groups, providing group-specific information necessary for ticket resolution. This condition uses the group ID(s) associated with the organization to which the user belongs.




7. Contains ALL of these tag(s)

Set field to be visible only when all the specified tags are present on a ticket, which is useful for showing additional fields relevant to specific ticket categorizations.



8. Contains ANY of these tag(s)

Adjust field visibility when any of the specified tags are attached to a ticket, allowing for a more flexible display of fields relevant to various ticket scenarios.



These conditions enable administrators to fine-tune the ticketing interface to reflect the operational structure and workflow of their support team, enhancing the relevance and efficiency of the data agents see.

 

Read-only

Toggle this option on if you wish to display the field in read-only mode within the app. When this option is activated, the field becomes view-only, preventing users from making edits or changes. This feature is particularly useful when you want to showcase information that should not be altered or when you want to ensure data consistency.



Enabling Read-only is suitable for scenarios where you want to communicate specific details without allowing user modifications. For example, if you have a field for displaying historical data or reference information, turning on Read-only ensures that the content remains static and serves as a reference point for users without the risk of unintentional edits.

Please note that when Read-only is toggled on, the field becomes locked for editing, and users will only be able to view the information without the ability to make changes directly through the app interface.

 

If field is not in form

Determine the behavior of fields that are not included in the currently selected ticket form.



1. Hide field

The field will not be displayed if it is not part of the ticket form.

2. Show as read-only

The field will be visible but cannot be edited if it is not part of the ticket form.

This setting is crucial for maintaining a streamlined ticket interface while ensuring that necessary information is still accessible when needed.

 

Label

Specify the title or name to be displayed on the app for the respective object. You can also use placeholders and Liquid markup here.

 


 

Default value

The default value is the initial content that appears in the input field when it is first displayed or loaded. It provides users with a starting point or pre-filled information, and they can either accept it or modify it as needed. 


 

Placeholder

The placeholder is a temporary, non-submitted text that is displayed inside the input field to give users an idea of the type of information expected. It acts as a visual cue or prompt, guiding users on what to input. Once users start typing, the placeholder disappears, and their actual input is shown. 

 

 

Force show app tray when not empty

Enable this so that when there is content in the app tray, it will remain visible on the screen even when the app tray itself is closed. This feature is designed to enhance accessibility, allowing users to quickly access relevant information without having to open the app tray. Please note that this behavior applies specifically when there is content present in the app tray.


 

Field tag

Specify tags to be automatically associated with a ticket whenever the field is populated. Inputting tags here allows for enhanced ticket sorting and categorization, enabling better workflow automation and organization within the ticketing system.


 

Disable RTE

Turn on this setting to switch the field input from a rich text format to plain text, removing options for HTML styling and formatting. This ensures the information is stored and displayed without any text styling elements.


 

Available formats of RTE

Customize the rich text editor's toolbar by selecting the formatting tools that your agents are allowed to use. This configuration determines the options available when editing text, such as bold, italic, underline, and list formatting, to align with your organization's documentation standards.


 

Auto make clickable links

Activate this setting to automatically convert web addresses in plain text to interactive, clickable hyperlinks, enhancing ease of navigation.


 

Disallow agent entered link modifiers

Enable this option to restrict agents from using special link formats that can trigger updates to comments or execute macros, such as #insert, #comment, and #macro. This helps maintain control over automated processes within your system.


 

Description above

When selected, the object's description will be displayed above the designated field within the app interface. Enter relevant details to provide immediate context or instructions.


 

Description below

Choosing this option places the object's description below the designated field in the app interface. Provide additional details or explanations related to the designated field.

 

 

Description tooltip

If this option is activated, a tooltip containing the object's description will appear when users hover over the designated field. Offer concise information without cluttering the main interface.

 


Additionally, you can insert placeholders to dynamically display specific details related to the designated field (e.g., {{username}}, {{email}}) in the description. You can also leverage Liquid markup for more advanced dynamic content, allowing you to customize and tailor descriptions based on attributes of the designated field.

 

Show when empty

You have the option to customize how an empty field is displayed to users.



1. Default - Do not show when empty

When a field is empty, it is shown as an option in the empty field area at the top of the app. This provides users with a clear indication that the field is available for input.

2. Toggled on - Show when empty

Alternatively, you can choose to display an empty field as being open and ready to be edited, mimicking the appearance when the field is not empty. This option enhances consistency in the interface, creating a visual cue that encourages users to input data.

Choose the display option that aligns with your design preferences and user experience goals.

 

Do not hide original field

Enable this option to keep the field visible in the left sidebar, overriding the default setting that hides it for a cleaner view.


 

Label and field style

This feature allows you to personalize the visual appearance of both the label and the field associated with the object. Customize various style attributes to achieve the desired aesthetic and enhance readability.




1. Text color

Adjust the color of both the label and field text to match your design preferences. Choose a color that provides optimal contrast and readability against the background.

2. Background color

Set the background color behind both the label and the field to create visual distinction. This enhances the visibility of both elements within the app interface.

3. Font size

Modify the size of both the label and field text to control their prominence. Select a font size that aligns with your design and readability objectives.

4. Bold

Toggle the bold option for both the label and field text to make them more prominent and visually distinct. Useful for emphasizing crucial information.

5. Italic

Activate the italic option for both the label and field text to add a stylistic touch. Italics can convey emphasis or contribute to a unique visual style.

By leveraging these combined styling options for both labels and fields, you can create a cohesive and visually pleasing interface that aligns with your design language and user experience goals. Experiment with different combinations to achieve the desired aesthetic.

 

Zendesk field - Modify preferences

To modify previously configured preferences for Zendesk fields, simply locate the desired object in the Objects in ticket sidebar list. A single click on the object will reveal the preferences panel. 



Proceed to make any required adjustments, and don't forget to save your changes by clicking Save when you're finished.

 

Notices

The Notice feature serves as a versatile tool, offering a range of functionalities to enhance communication and alert mechanisms for agents. 

 

Notices - Features

Discover the diverse capabilities and functionalities of notices, including dynamic content, conditional visibility, and interactive elements.

Dynamic alerts

Function as read-only objects designed to dynamically alert and inform agents about noteworthy aspects of a ticket.



Centralized communication

Act as a versatile container, centralizing all individual notice objects in one location. Alternatively, organize multiple notices to efficiently group related notice objects.



Prominent highlighting

Craft notices to deliver prominent alerts when a ticket possesses a specific tag or field value. Utilize expansive styling options, including large text and vibrant colors, for immediate attention.



Advanced customization

Support placeholders and Liquid markup for dynamic content. Enable the creation of highly customized and context-aware notifications tailored to agents' needs.



Notices screenshot.png

 

Notices - Link modifiers

The links within a notice can be enhanced using available link modifiers.

#insert

Upon clicking the link, the enclosed text seamlessly integrates into the comment editor, positioning itself below any pre-existing text, essentially appending the content encapsulated by the link.


#comment

Performs akin to #insert, with the distinction of entirely replacing any existing text within the comment editor—effectively overwriting the content currently present in the editor.

#macro:123456

Executes the macro with the designated ID, such as 123456. Obtain the macro ID number from the address bar while in the process of editing the macro.

Screen Shot 2023-11-27 at 10.02.30 am.png

 

Notices - Add as a new object

Learn how to integrate notices as a new object in Sticky Notes.

1. In the Existing ticket sidebar location, click Add and choose Notices. Alternatively, you have the option to include the object in New ticket sidebar if necessary.

Screen Shot 2023-11-30 at 5.06.36 pm.png​​

2. Notices function as a container where individual notice objects are added. Simply click Add to include a singular notice.

Screen Shot 2023-11-27 at 10.09.06 am.png


3. Assign a unique title to this notice for streamlined identification within the settings menu. Please note that this title is for internal use only and will not be visible to agents.



Note: The next steps show an example of how a notice can be utilized.

4. In the notice settings page, choose Show notice when conditions are met and specify tags in the Contains ALL... and/or Contains ANY... fields.

Screen Shot 2023-11-27 at 10.12.24 am.png

5. Input the suggested text into the Notice text field. Highlight the text you intend to make clickable and transform it into a link by utilizing the link icon. The displayed link shown in the example below, upon clicking, will execute the macro with ID 123456.

Screen Shot 2023-11-27 at 10.27.57 am.png

6. Feel free to generate a new notice for each distinct condition you deem necessary. In the example below, there are three lines of suggested text within a single notice, yet you may opt for a singular suggestion per notice based on your specific requirements.

Screen Shot 2023-11-27 at 10.32.01 am.png


7. You can also leverage Liquid markup within the Notice text field, allowing you to incorporate conditions seamlessly into the content of the notice.

Screen Shot 2023-11-27 at 10.37.10 am.png

8. Another option is to utilize placeholders, similar to their use in macros. For instance, you can seamlessly insert the requester's name into the suggested text.



9. Remember to click Save to preserve all the settings you've configured.

 

Notices (container) - Customize preferences

Customize your preferences for the container to align with your workflow, including options for display, formatting, and behavior.

 

Enable

Toggle this option on to activate the object and allow it to appear on the app. When enabled, the object becomes active and is visible within the application interface. This feature is used to control the presence of the object in the app, providing flexibility in managing which objects are actively displayed.




By utilizing this feature, you have the ability to control the visibility and functionality of the object within the app. This can be particularly useful for managing and organizing content, ensuring that only relevant and active objects are displayed to users.

 

Notices list

Here you can manage all notices within the app. You can add new notices or rearrange existing ones by dragging and dropping them into your preferred order. Each notice can be tailored with dynamic content, such as satisfaction ratings, to provide context-specific information to users as they navigate the app.


 

Label

Enter a custom label for the notices section in the app's interface. The default label provided is Notices, but you can change it to match your specific context or preference.


 

Description tooltip

Craft a tooltip description that will appear when an agent hovers over the information icon next to the Notice label. Use placeholders and Liquid Markup to include dynamic content relevant to the field's purpose. This tooltip provides agents with immediate guidance or additional context for the field in question.

 

Label style

Personalize the visual styling of your notice labels with options for text color, background color, font size, and toggles for bold and italic formatting. Tailor these settings to match your application's design and enhance readability.



 

Notices (individual) - Customize preferences

Tailor your preferences for individual notices to align with your workflow, including options for display, formatting, and behavior.

 

Name

Assign a distinctive name to this notice for easy identification and organization within your list of notices. The name is for internal reference only and will not be displayed to agents; it serves solely to help you locate and manage this notice within the settings.

 

Enable

Slide this toggle to Enable to activate this individual notice within the notice container.



 

Show/hide notice

Select the criteria for displaying the notice within the application.




1. Always show notice (if notice text exists)

The notice will be displayed as long as it contains text.

2. Show notice when conditions are met

The notice will be shown only when specific predefined conditions are satisfied.

3. Hide notice when conditions are met

The notice will be hidden when certain conditions are met, which allows for contextual visibility of notices.

These settings provide flexibility in how and when notices are presented to users, ensuring that relevant information is highlighted as needed.

Set specific parameters to control when a notice should be displayed or hidden within the system. These conditions allow for tailored visibility, ensuring that notices are relevant and actionable for agents based on their roles, group associations, ticket forms, and other defined criteria.

1. Agent is in ANY of these role(s)

You can enter one or more roles here. The notice will be shown or hidden if the current agent fulfills ANY of the roles specified.



2. Agent is in ALL of these group(s)

Here, you enter one or more groups. For the notice to be shown or hidden, the current agent must be in ALL of the groups listed.




3. Agent is in ANY of these group(s)

Similar to roles, you can specify multiple groups. The notice will be shown or hidden if the agent is in ANY of the groups listed.



4. Is ANY of these brand(s)

If your system supports multiple brands, you can specify which ones apply here.



Note: This condition option only appears when using multiple brands within the system. The option will not appear if only a single brand is configured.

5. Is ANY of these ticket form(s)

This condition applies to ticket forms. The notice will be shown or hidden if any of the ticket forms listed are associated with the current ticket.



Note: This condition option only appears when utilizing multiple forms. The option will not appear if only a single form is in use.

6. Group assignment

While most field visibility conditions are consistent across all locations, the condition related to group assignment varies based on the sidebar. Below is the breakdown of how this condition should be set depending on the sidebar you are configuring

Is assigned to ANY of these group(s) - New ticket sidebar or Ticket sidebar

Show or hide notice if the ticket is assigned to any of the specified groups, providing group-specific information necessary for ticket resolution.



Is in any of these group(s)
- User sidebar

Show or hide notice if the user is in any of the specified groups, providing group-specific information necessary for ticket resolution. This evaluates the group membership based on the group ID(s) associated with the user profile being viewed.



Is in any of these group(s) - Organization sidebar

Show or hide notice if the user's organization is associated with any of the specified groups, providing group-specific information necessary for ticket resolution. This condition uses the group ID(s) associated with the organization to which the user belongs.



7. Contains ALL of these tag(s)

Tags are often used to categorize tickets based on content or required action. The notice will be shown or hidden if the ticket contains ALL the tags specified.



8. Contains ANY of these tag(s)

This is a less strict condition than the previous one. The notice will be shown or hidden if the ticket contains ANY of the tags listed.



These conditions are typically used to make sure that the right notices and warnings are shown to the right agents, based on their role, group membership, the type of ticket they're viewing, or the brands they're dealing with. This helps in customizing the user interface and user experience to be relevant to the user's context and permissions.

 

Notice text

Type in the content for the notice in this field, utilizing rich text formatting options to style your message. You can also use placeholders and Liquid Markup to dynamically insert data, making your notice more informative and relevant to the context in which it appears. Don’t forget to check the available placeholders to see what dynamic content you can include in your notice.


 

Description tooltip

Craft a tooltip description that will appear when an agent hovers over the information icon next to a field label. Use placeholders and Liquid Markup to include dynamic content relevant to the field's purpose. This tooltip provides agents with immediate guidance or additional context for the field in question.


 

Description above

Input the text that you wish to display above the field in the app interface. This description can be formatted with rich text options and can include dynamic content through placeholders and Liquid Markup, offering a guide or additional context for the users interacting with the field.


 

Description below

Enter any additional information or instructions in this field that you want to appear below the alert text. This area can provide further clarification or details for your agents, enhancing their understanding or guiding their actions with respect to the alert. You can format this text using the rich text editor to make it more engaging and use HTML for advanced styling if required.


 

Field style

Customize the notice field's appearance.



1. Text color

Choose the color for your field's text to improve visibility or align with your branding.

2. Background color

Select a background color to enhance contrast or complement your design scheme.

3. Font size

Set the size of the text from a range of options for better readability.

4. Bold

Make the text bold to draw attention or denote importance.

5. Italic

Italicize the text for emphasis or stylistic preference.


These settings allow you to tailor the look and feel of the fields within your application for a more personalized and user-friendly interface.

 

Force show app tray when not empty

Enable this feature to ensure the app tray remains visible whenever it contains items, even if the tray is typically collapsed or closed on the screen. This function helps in maintaining awareness of active elements within the app tray.


 

Show changes

Set preferences for how updates to fields that affect a notice are displayed.




1. Yes, show changes with old and new value

When a field changes, the notice will display both the previous value (with a strikethrough) and the new updated value.

2. No, only show new value

Only the updated value will be shown without reference to the previous value.

This setting is particularly useful when using placeholders or Liquid Markup, as it visually represents the changes directly within the notice.

 

Notices - Modify preferences

To modify previously configured preferences for notices, simply locate the container in the Objects in ticket sidebar list. A single click on the object will reveal the preferences panel. 



Proceed to make any required adjustments, and don't forget to save your changes by clicking Save when you're finished.

 

Buttons

Buttons are designed for displaying actionable buttons. Each button can be associated with a Zendesk macro or an external link, offering enhanced flexibility for agent actions.

 

Buttons - Features

Buttons possess distinctive features that set them apart from other objects.

Multifunctionality

Each button can trigger a specific Zendesk macro and open a designated URL in a new browser tab simultaneously.



Macro execution

The Macro setting retains visibility, allowing users to select and execute a Zendesk macro.

Open URL setting

A new setting labeled Open URL is introduced under the Macro setting, which is a text field where users can enter a URL.

Organized container

The feature streamlines the organization of all button objects by curating multiple buttons in one location, grouping together related individual button objects for enhanced efficiency.

 


These updates provide users with the capability to seamlessly integrate both macro executions and external links within a single button, offering a more dynamic and interactive experience within Zendesk tickets.

Note:
While the Macro setting is no longer marked as required, it is essential that either the Macro or Open URL setting has a value. If neither has a value, the form cannot be saved.

 

Buttons - Add as a new object

Learn how to integrate buttons as a new object in Sticky Notes.

1. In the Existing ticket sidebar location, click Add and choose Buttons. Alternatively, you have the option to include the object in New ticket sidebar if necessary.

Screen Shot 2023-11-30 at 5.08.21 pm.png


2. Set your main preferences and click Add to create individual buttons.

Screen Shot 2023-11-27 at 5.12.43 pm.png

 

Buttons (container) - Customize preferences

Tailor your preferences for the button container to match your workflow, including options for display, formatting, and behavior.

 

Enable

Toggle this switch to Enable to activate the Buttons container within Sticky Notes. When this is turned on, the feature becomes available for use.

 

Label

Type in a custom label for the button container in the app's user interface. You can use placeholders and Liquid Markup in this field to dynamically generate the label based on certain conditions or ticket properties. This label will help users identify the function or purpose of the buttons within the container.



 

Label style

Customize the visual style of your label to match your app's design and improve user interface readability.




1. Text color

Choose a text color that complements your design and ensures the label is readable against the background.

2. Background color

Select a background color to highlight your label and make it stand out or blend in with your app's theme.

3. Font size

Adjust the font size to ensure that your labels are easily readable; options range from small to large.

4. Bold

Enable bold formatting to make your labels more prominent.

5. Italic

Apply italic styling for a subtle emphasis or to differentiate certain labels from others.

These style settings provide the tools you need to ensure that the labels in your app are both aesthetically pleasing and functionally clear.

 

Buttons

This section allows for the configuration and organization of shortcut buttons that facilitate quick access to common tasks or functions such as escalating to Support - Tier 1, Support - Tier 2, Sales and Billing. You can add new buttons or edit the existing ones to streamline your team's workflow. Additionally, the order of the buttons can be customized to match the frequency of use or importance by dragging and dropping them into the desired sequence.


 

Buttons (individual) - Customize preferences

Tailor your preferences for individual buttons to match your workflow, including options for display, formatting, and behavior.

 

Enable

Toggle this switch to Enable to activate the individual button within the container. When this is turned on, the feature becomes available for use.


 

Macro

Select a macro to be executed when the corresponding button is clicked. This action allows for quick and automated execution of repetitive tasks, streamlining your workflow.




You can manage and assign different macros to different buttons as needed within the Zendesk Admin Center. Read more about macros in Zendesk - Macros resources.

 

Open URL

Enter the URL you wish to be opened in a new browser tab when the button is clicked. This field can dynamically generate URLs based on specific ticket information using placeholders and Liquid Markup, allowing for a customized and relevant experience for each user action.


 

Label

Input a label for the button that will be displayed within the app. You can use placeholders and Liquid Markup for dynamic labeling based on ticket data or user context, making the label informative and relevant to the current user interactions.



 

Show/hide button

Determine the visibility of the button in the app with these settings.




1. Always show button

The button will be permanently visible, regardless of any conditions.

2. Show button when conditions are met

The button will only be visible when certain predefined conditions are satisfied.

3. Hide button when conditions are met

The button will be hidden from view when certain predefined conditions are met.

This provides flexibility in how interactive elements are displayed to the user, depending on the context of their actions or ticket status.

Manage when and how buttons are shown by defining specific conditions related to the ticket's attributes and the agent's context.

1. Agent is in ANY of these role(s)

Specify roles to determine if the button should be visible based on the current agent's role. If the agent fulfills any of the designated roles, the condition is met.



2. Agent is in ALL of these group(s)

List groups to make the button visible only when the agent is a member of all specified groups.



3. Agent is in ANY of these group(s)

Enter groups to allow button visibility if the agent is in any of the listed groups.



4. Is ANY of these brand(s)

Make the button visible only if the ticket is associated with any of the selected brands.



Note:
This condition option only appears when using multiple brands within the system. The option will not appear if only a single brand is configured.

5. Is ANY of these ticket form(s)

Display the button when the ticket includes any of the specified ticket forms.



Note:
This condition option only appears when utilizing multiple forms. The option will not appear if only a single form is in use.


6. Is assigned to ANY of these group(s)

Specify groups to set the condition for visibility. If any of the groups added is assigned to the current ticket, the condition is met.



7. Contains ALL of these tag(s)

Show the button if every one of the entered tags is present in the ticket.



8. Contains ANY of these tag(s)

The button becomes visible if any of the provided tags are attached to the ticket.



These conditions enable a dynamic and context-sensitive interface, presenting buttons that are pertinent to the current support scenario.

 

Description tooltip

Provide supplementary information in this tooltip that will be displayed when an agent hovers over the info icon next to a field label. You can format this text using the rich text editor and incorporate placeholders and Liquid Markup for dynamic content specific to each agent's interaction with the field.


 

Description above

Compose a brief description to be displayed above the respective field, providing context or instructions. This can be formatted for clarity and emphasis, and may include dynamic data through placeholders and Liquid Markup, creating a tailored experience for each user.


 

Description below

Insert additional details or explanatory text in this field to be displayed below the corresponding field within the application. This text can be enhanced with rich text formatting for better presentation and can include dynamic elements through placeholders and Liquid Markup, offering specific guidance or information based on the current context or content of the field.


 

Confirmation require

Enable this option to prompt users for confirmation before proceeding with the action assigned to the button. This serves as a safeguard against unintentional changes or actions.


 

Confirmation message

Write the confirmation message that will appear when users are prompted to verify their action. You can use rich text formatting to highlight important information, and incorporate dynamic content through placeholders and Liquid Markup to make the confirmation message specific to the action being confirmed.


 

Field style

Customize the button field's appearance.




1. Text color

Choose the color for your field's text to improve visibility or align with your branding.

2. Background color

Select a background color to enhance contrast or complement your design scheme.

3. Font size

Set the size of the text from a range of options for better readability.

4. Bold

Make the text bold to draw attention or denote importance.

5. Italic

Italicize the text for emphasis or stylistic preference.


These settings allow you to tailor the look and feel of the fields for a more personalized and user-friendly interface.

 

Modify preferences

To modify previously configured preferences for Buttons, simply locate the container in the Objects in ticket sidebar list. A single click on the object will reveal the preferences panel. 



Proceed to make any required adjustments, and don't forget to save your changes by clicking Save when you're finished.

 

Object management

Efficiently handle object configurations as needed.

 

Clone an object

The cloning feature provides a convenient way to replicate and relocate items within the app.

Efficiency

Save time by duplicating objects instead of recreating them from scratch.

Consistency

Ensure uniformity by copying objects with standardized settings.

Flexibility

Easily move objects between locations to optimize organization.

 

1. Select the object: Identify the object you wish to clone from the list but do not click the box.



2. Access the Clone option: Click the three vertical dots (ellipsis) icon to the right of the object's name. This will open a menu of additional actions.



3. Select Clone: Within the dropdown menu, locate and select the Clone option. This action will initiate the cloning process for the selected object.



4. Select new location: Select the location to clone the object to. Note that you cannot clone the object to the same location where it currently resides, so that location will not be shown.



5. Save changes: Click Clone to proceed and save the changes, or click Cancel if you've changed your mind.



6. Check the new location: Confirm that the object now appears in the location you selected for cloning.

 

Disable an object

Disabling an object temporarily removes it from active use without deleting it.

1. Select the object: Identify the object you wish to disable from the list but do not click the box.



2. Access the Disable option: Click the three vertical dots (ellipsis) icon to the right of the object's name. This will open a menu of additional actions.



3. Select Disable: Within the dropdown menu, locate and select the Disable option. This action will initiate the disabling process for the selected object.


4. Save changes: Click Yes to proceed and save the changes, or click No if you've changed your mind.



5. Check the change: Confirm that the object now shows as disabled on the list. This means it will no longer appear on the app for users.

 

Enable an object

You can enable an object after disabling it temporarily from active use without deleting. 

1. Select the object: Identify the disabled object you wish to enable from the list but do not click the box.



2. Access the Enable option: Click the three vertical dots (ellipsis) icon to the right of the object's name. This will open a menu of additional actions.



3. Select Enable: Within the dropdown menu, locate and select the Enable option. This action will initiate the enabling process for the selected object.



4. Save changes: Click Yes to proceed and save the changes, or click No if you've changed your mind.



5. Check the change: Confirm that the object no longer shows as disabled on the list. This means it is now back in active use and will appear again on the app.


 

Delete an object

You can delete an object to remove it permanently from the app.

1. Select the object: Identify the disabled object you wish to enable from the list but do not click the box.



2. Access the Delete option: Click the three vertical dots (ellipsis) icon to the right of the object's name. This will open a menu of additional actions.



3. Select Delete: Within the dropdown menu, locate and select the Delete option. This action will initiate the deletion process for the selected object.



4. Save changes: Click Yes to proceed and save the changes, or click No if you've changed your mind.



5. Check the change: Confirm that the object no longer appears on the list. This means it has now been permanently deleted from the app.

 

Backup & Restore

Maintain the safety and integrity of your Sticky Notes configuration with the Backup & Restore feature. This essential utility ensures that your settings are preserved and can be quickly reinstated in case of unintended changes or data loss.

1. Click More options on Sticky Notes.

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2. Select App settings.

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3. Click Backup & Restore.



4. You can now access both the Backup and Restore sections.

 

Backup

Create a secure copy of your current configuration by exporting all settings as a JSON file. This simple process involves:

1. Navigate to the Backup section within the panel.



2. Highlight and copy the entire block of JSON code, which encapsulates your app's configuration.



3. Paste the copied JSON data into a code editor or JSON viewer. This step is crucial for maintaining the integrity of the data, as these tools are designed to handle JSON formatting and will prevent the introduction of unwanted characters or symbols.

Note: It's recommended to perform backups regularly, especially before making significant changes to your Sticky Notes configuration.

 

Restore

In the event that you need to revert to a previously saved configuration, or if there has been a corruption in the current settings, the Restore function is your go-to solution:

1. Head over to the Restore section within the panel.

2. In the provided text field, paste the JSON configuration that you have backed up using a code editor or JSON viewer.



3. Click Restore to overwrite the current settings with the ones from your backup.



Using the Restore function reinstates your Sticky Notes environment to the exact state captured in the backup, allowing for a seamless recovery process.

Note: When handling backups, always ensure that you save the JSON data in a secure place. Consider using version control for your backups if you make frequent updates to your configuration. Be mindful of the potential for inadvertently sharing sensitive configuration data. Always use appropriate tools like a code editor or JSON viewer when editing or backing up your JSON string to avoid any formatting issues.

 

Best practices

Discover key strategies and recommendations to optimize your experience with Sticky Notes in Zendesk. These best practices are aimed at enhancing efficiency, promoting collaboration, and ensuring you harness the full potential of Sticky Notes' features. Whether you're a new user or and admin looking to refine your approach, following these straightforward guidelines will help you make the most out of Sticky Notes in your Zendesk workflow.

 

For admins


Streamline configuration

Consider the diverse user base of Sticky Notes, including customer support agents, team leads, administrators, developers, and QA professionals. Tailor configurations to cater to their specific needs.

Dynamic use of Zendesk fields

Explore creative ways to use Zendesk fields for storing and displaying critical information related to tickets, users, or organizations.

Consistent object naming

Maintain a consistent naming convention for objects like notes, buttons, and notices. This ensures clarity and ease of identification.

Optimize object placement

Strategically position objects like notices and buttons to ensure they provide maximum utility for agents.

Utilize cloning feature

Save time and maintain consistency by cloning objects, ensuring standardized settings across different locations.

Stay aligned with design goals

When customizing labels, fields, and their styles, aim for a cohesive and visually pleasing interface. Experiment with different combinations to achieve the desired aesthetic.

Regularly review preferences

Periodically revisit object preferences to align Sticky Notes with evolving workflows and requirements.

User feedback

Encourage users to provide feedback on their experience. This helps in continuous improvement and refining Sticky Notes based on user needs.

Stay informed on updates

Monitor for updates and enhancements to Sticky Notes, and assess their potential impact on your configuration.

 

For users

Efficient note logging

Leverage logged notes for timestamped and attributed entries, ensuring a comprehensive ticket history.

Master pinned comments

Familiarize yourself with creating and managing pinned comments to enhance collaboration and information visibility.

Consistency in terminology

Use consistent terminology when writing notes. If certain terms are used, stick to them to avoid confusion.

Visual enhancements

Incorporate screenshots or images to illustrate steps and features. Visual aids significantly enhance reader understanding.

Interactive elements

If possible, provide videos or links to a demonstration to help readers better understand the process.

Adhering to these best practices will empower both administrators and users to fully optimize Sticky Notes within Zendesk.

 

FAQs 

Q1: What is Sticky Notes, and what does it offer within Zendesk?
A: Sticky Notes is an advanced tool designed to enhance ticket management within Zendesk, offering features like logged notes, pinned comments, smart notices, and customizable fields.

Q2: How can I configure Sticky Notes for optimal functionality?
A: The Quick Start guide simplifies the configuration process, allowing users to tailor the Sticky Notes experience to their specific needs.

Q3: What are the key features of logged notes in Sticky Notes?
A: Logged notes allow users to create timestamped and agent-attributed notes with customizable editing permissions, providing a powerful tool for tracking and logging.

Q4: How can I create pinned comments in Sticky Notes?
A: Pinned comments are created by adding a custom ticket field of the type Multi-line in Zendesk's Admin Center and configuring the display in the Existing ticket sidebar location.

Q5: How do I use Zendesk fields in Sticky Notes?
A: Zendesk fields can be used to store notes and serve as a dynamic and visible means of adding essential information to tickets, users, or organizations within Zendesk.

Q6: What is the notice feature in Sticky Notes?
A: The notice feature serves as a versatile tool within Zendesk, offering dynamic alerts, centralized communication, prominent highlighting, and advanced customization for efficient communication and alert mechanisms.

Q7: How can I enhance links within a notice?
A: Links within a notice can be enhanced using link modifiers, including #insert, #comment, and #macro, allowing for seamless integration and dynamic content.

Q8: How do I create notices in Sticky Notes?
A: Notices are created by selecting the Notices object in the Existing ticket sidebar or New ticket sidebar location, adding individual notice objects, and specifying conditions, text, and dynamic content.

Q9: What are the features of buttons in Sticky Notes?
A: Buttons in Sticky Notes are designed for displaying actionable buttons associated with Zendesk macros or external links, or both if necessary, offering enhanced flexibility for agent actions.

Q10: How can I create buttons in Sticky Notes?
A: Buttons are created by selecting the Buttons object in the Existing ticket sidebar or New ticket sidebar location, setting preferences, and adding individual buttons associated with Zendesk macros or external links.

Q11: What advanced configuration options are available in Sticky Notes?
A: Advanced configuration options allow users to personalize the visual appearance, enable or disable objects, clone items for efficiency, and modify preferences for precise control over the app's functionality.

Q12: How can I add objects and customize preferences in Sticky Notes?
A: Users can add objects via Quick Start, customize object preferences such as visibility, location, and display conditions, and save changes to ensure the desired configuration.

Q13: Why isn't Sticky Notes available on mobile devices like smartphones and tablets?
A: Unfortunately, the lack of app support for mobile devices is a limitation imposed by Zendesk. As of now, Sticky Notes is specifically designed for desktop environments within Zendesk, and mobile functionality is not supported. We recommend accessing Sticky Notes on a supported desktop browser for the optimal user experience.

Q14: How can I stay informed about future updates and enhancements to Sticky Notes?
A: Stay updated by regularly checking for new versions of Sticky Notes and reviewing release notes. Additionally, monitor Zendesk's official channels and support resources for announcements regarding app enhancements.

Q15: What should I do if I encounter issues or have questions about Sticky Notes?
A: Refer back to this comprehensive user guide for solutions or seek assistance from Zendesk's support resources. Our support team is available to help address any questions or challenges you may encounter.

 

Conclusion

Congratulations on navigating through the Sticky Notes user guide! We hope this comprehensive resource has equipped you with the knowledge and tools to optimize your ticket management within Zendesk. Sticky Notes is designed to enhance collaboration, streamline communication, and provide a dynamic platform for effective note management.

 

Key takeaways

Diverse features for varied roles

Sticky Notes caters to a diverse user base, including customer support agents, team leads, administrators, developers, and QA professionals.

Enhanced visibility and collaboration

From pinned comments to smart notices, Sticky Notes ensures crucial information remains visible and fosters seamless collaboration across roles.

Customization and configuration

The Quick Start configuration simplifies the process of tailoring Sticky Notes to your specific needs, allowing you to effortlessly integrate customized notes into each ticket.

Fine-tuned display with location settings

Explore the array of supported locations to choose where Sticky Notes will appear within Zendesk, tailoring the visibility and layout to optimize your workflow.

Versatile object and feature customization

Create and customize various objects, such as logged notes, pinned comments, Zendesk fields, notices, and buttons, to enhance agent workflows.

Advanced configuration options

Dive into advanced configuration settings to personalize the visual appearance, enable/disable objects, clone items for efficiency, and modify preferences as needed.

 

Next steps

Experiment with different configurations to find what works best for your team.

Explore the visual and interactive elements available in Sticky Notes for a richer user experience.

Stay updated with future versions and enhancements to make the most of Sticky Notes' evolving capabilities.

Remember, Sticky Notes is a powerful tool designed to evolve with your needs. Should you have any questions or encounter challenges, refer back to this guide or seek assistance from Zendesk's support resources. Our support team is also here to help you. 

Thank you for choosing Sticky Notes to enhance your Zendesk experience. Happy note-taking and streamlined collaboration!


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