We want to be able to pin internal guides to the agent workspace to be permanently displayed for agents to follow when handling tickets, regardless of what the user's issue is, for example, best practices or escalation paths.
Has anyone done something similar? Thanks :)
Hi @rebeca11 -
I'm not aware of any native way to handle this, but there are some custom apps in the Zendesk marketplace that may be able to help out. Two that I have found are the Sticky Notes app and the Notify & Pin app. These are both paid solutions, but they may be the best option to achieve what you are looking to do.
Cheers ~~
I have not found anything to try for this yet, but I did submit a feature request if you want to help me promote it! https://support.zendesk.com/hc/en-us/community/posts/8204359230362-Feature-Request-Pinned-Notifications-and-Updates-in-Agent-Home
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