How to show an alert when a Zendesk ticket opens

To show an alert when an agent opens a Zendesk ticket, install Pinwell and pin a Warning or Critical note to the customer, their organization or the ticket itself, with Pop up when a ticket opens ticked. Pinwell shows the note in a window when the ticket opens, once per ticket tab, and keeps it at the top of the Pinwell sidebar afterwards. Nothing is added to the conversation.

Steps

1. Open the ticket (or a ticket from the customer or organization the alert is about) and press Pin a note.
2. Pin to. The customer, the organization, or this ticket. On a new ticket, you can pin to the requester or their organization as soon as you choose the requester.
3. Write the alert. Say what the agent must know or do, for example "Account on credit hold: don't ship replacements."
4. Severity: Warning or Critical. Only these two can pop up.
5. Show until. Pick 1 week, 30 days, 90 days, 1 year, a date, or Never. A note shows through its last day in the agent's own time zone.
6. Tick Pop up when a ticket opens, then Pin note.

Where the alert appears

The pop-up fires on existing tickets only. On a new ticket or a profile page the note shows in the sidebar without a window.

Make sure the pop-up fires

• Keep Pinwell in the ticket sidebar. The pop-up appears when the Pinwell sidebar loads for the ticket. It doesn't need to be expanded.
• Check Allow pop-up notes. This setting is on by default; when it's off, notes show in the sidebar only.
• Give limited roles access. Light agents, contributors and Enterprise custom roles need access to the Pinwell note object in Admin Center > Objects and rules > Custom objects.

Turn alerts off when they no longer apply

• Expiry. Notes with a date move under Show expired notes after their last day and stop popping up.
• Edit. Change the text, severity, expiry or pop-up at any time; the note keeps its author and shows who edited it last.
• Unpin. Asks "Unpin for everyone?" and then deletes the note.

Limits

• A note pinned by another agent can take a few seconds to appear on your screen.
• Alerts are pinned by people. Pinwell doesn't create them from conditions, triggers or field values.
• The sidebar loads the newest 100 notes for a ticket's customer, organizations and ticket.

What it costs

Pinwell is $1 a month per agent, billed monthly by Zendesk, with a 14-day free trial (Zendesk asks for a card at install). It needs Zendesk Suite (Team and up) or Support Enterprise with the Agent Workspace. Full reference: the Pinwell documentation.