How to show organization notes on every Zendesk ticket
By Jake Marsh · Updated
To show an organization's notes on its tickets in Zendesk, install Pinwell, open a ticket from anyone in the organization, press Pin a note and choose Pin to the organization. The note appears at the top of the Pinwell sidebar on every ticket from its members, sorted by severity, signed with who pinned it and when, and can expire on a date. Pin several short notes instead of one long block.
Steps
- Open a ticket from a member of the organization, or the organization's profile.
- Press Pin a note and choose Pin to the organization.
- Write one fact per note. For example "Billing contact is Sam, not the requester" or "On the annual plan, renews in March."
- Pick a severity. Critical (red), Warning (amber), Good to know (green) or Info (blue).
- Choose Show until if the fact goes out of date.
- Pin note. Every agent sees it on their next ticket from that organization.
Which notes show where
| Page | Notes shown |
|---|---|
| Ticket | This ticket, the requester, the ticket's organization and the requester's other organizations |
| New ticket | The requester and their organizations, as soon as you choose the requester |
| User profile | That user and their organizations |
| Organization profile | That organization only |
Within the sidebar, notes are listed by severity, then ticket notes, customer notes and organization notes, newest first.
Why several notes beat one notes field
| Pinwell note | What it gives agents |
|---|---|
| Severity color | The red one gets read first |
| Author and date | Who to ask, and how fresh it is |
| Show until | Temporary facts disappear on their own, under Show expired notes |
| Pop up when a ticket opens | Warning and Critical notes interrupt when it matters |
| Edit and Unpin | Change or remove one fact without rewriting the rest |
Keep organization notes tidy
- Limit who can pin. Use Only these roles can pin, edit and unpin or Only agents in these groups can pin, edit and unpin, for example account managers.
- Protect authors' notes. Turn on Agents can change only their own notes. Admins can still change any note.
- Review expired notes. Open Show expired notes to extend or remove them. Expired notes are kept until someone unpins them.
Where the notes are stored
Each note is a record of the Pinwell note custom object in your Zendesk. Admins can see the records in Admin Center > Objects and rules > Custom objects like any other custom object, and Zendesk keeps them if the app is uninstalled. Zendesk's custom objects overview lists the plans that include custom objects.
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. See the Pinwell documentation.
Pinwell
Pinned customer notes: color-coded notes on users, organizations and tickets. Agents see them first. $1 a month per agent.
Questions
Can agents add organization notes without permission to edit the organization?
Yes. Pinning a note doesn't touch the organization or user profile. Who may pin is set in Pinwell's own settings.
What if a customer belongs to two organizations?
Their tickets show notes from the ticket's organization and the requester's other organizations.
Can I show other organization fields, like the plan or account manager?
Pinwell shows notes only. Write the fact you want agents to see as a note.
How many organization notes will agents see?
The sidebar loads the newest 100 notes for a ticket's customer, organizations and ticket.
More Pinwell guides
- How to flag VIP customers in Zendesk so every agent sees it
- How to show an alert when a Zendesk ticket opens
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