Where does an agent keep important information about a ticket? Information that needs to be highly visible and referred to later by the agent that wrote it or by other agents. Information that may also need to be updated throughout the life of the ticket.
Agents will try to use an “internal note” for this purpose. But once it has been submitted, an internal note is no longer editable and can quickly become 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 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.
For more information about the Sticky Notes app, including how and why you would use multiple fields for notes, see the Sticky Notes User Guide.
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