Pinwell: Pinned Customer Notes
Pinwell lets agents pin short, color-coded notes to a customer, an organization or a single ticket. The notes show at the top of the Pinwell sidebar on every ticket from that customer or organization, most urgent first, with who pinned them and when. Warning and Critical notes can pop up when a ticket opens.
Requirements
- Zendesk Suite (Team, Growth, Professional, Enterprise or Enterprise Plus) or Support Enterprise, with the Agent Workspace. Pinwell stores notes in a custom object, which those plans include.
- Pinwell uses one of your account's custom objects (Suite Team has 3, Growth 5, Professional and Support Enterprise 30, Enterprise 50).
Where Pinwell shows up
| Page | Notes shown | Pin to |
|---|---|---|
| Ticket | This ticket, the requester, the ticket's organization and the requester's other organizations | The customer, an organization, or this ticket |
| New ticket | The requester and their organizations, as soon as you choose the requester | The customer or an organization |
| User profile | That user and their organizations | That user or an organization |
| Organization | That organization | That organization |
Pinning a note
- Press Pin a note.
- Pin to: the customer, the organization or the ticket.
- Write the note (up to 1,000 characters). Keep it short: the first line is what agents read.
- Severity: Critical (red), Warning (amber), Good to know (green) or Info (blue). The sidebar lists notes by severity, then ticket notes, customer notes and organization notes, newest first.
- Show until: Never, 1 week, 30 days, 90 days, 1 year, or a date. A note shows through its last day in the agent's own time zone, then moves under Show expired notes.
- Pop up when a ticket opens (Warning and Critical only): agents see the note in a window when they open a ticket from that customer or organization, once per ticket tab.
- Pin note. Every agent sees it right away on this screen; on other agents' screens within a few seconds (the time Zendesk takes to index a new record).
Editing and unpinning
- Edit changes the text, severity, expiry and pop-up. The note keeps its author; the card shows who edited it last.
- Unpin asks "Unpin for everyone?" and then deletes the note.
- Expired notes are kept until someone unpins them; open Show expired notes to see, extend or remove them.
Settings
| Setting | Default | What it does |
|---|---|---|
| Allow pop-up notes | On | Off: no note pops up; they show in the sidebar only |
| Only these roles can pin, edit and unpin | Empty (every agent) | admin, agent or custom role ids, separated by commas |
| Only agents in these groups can pin, edit and unpin | Empty (every agent) | Group names or ids, separated by commas |
| Agents can change only their own notes | Off | On: agents edit or unpin only notes they pinned; admins can change any note |
Everyone who can use the app can read every note. Admins can always pin and change notes.
Permissions
- Admin and Agent roles can see, pin, edit and unpin notes.
- Light agents and contributors: Zendesk gives these roles no access to new custom objects. Give them view access in Admin Center, Objects and rules, Custom objects, Pinwell note.
- Enterprise custom roles: give the role access to the Pinwell note object in the same place (view to read notes; add, edit and delete to pin them).
- Zendesk's own role and group restrictions for the app limit where it runs at all.
Where the notes live
Each note is a record of the Pinwell note custom object in your Zendesk. Pinwell creates the object at install. Zendesk keeps custom objects and their records when an app is uninstalled, so your notes are still there if you reinstall. To remove every note for good, delete the object in Admin Center, Objects and rules, Custom objects. Admins can also see the records there, like any other custom object.
Limits
- The sidebar loads the newest 100 notes for a ticket's customer, organizations and ticket.
- A note pinned by another agent can take a few seconds to appear on your screen.
- The pop-up appears when the Pinwell sidebar loads for the ticket. Keep Pinwell installed in the ticket sidebar; it does not need to be expanded.
Your data
Pinwell runs in your browser and talks only to your own Zendesk, as the signed-in agent. It reads the open ticket's requester and organization and the notes pinned to them, and writes only the notes your agents pin. It sends nothing to Great Work or anyone else.
Support
Email hello@greatwork.company. We reply within one business day.