New
Pinwell
Pinned customer notes: color-coded notes on users, organizations and tickets. Agents see them first.
Works with
Support
Developer
Great Work LLC
About this app
Put what every agent must know at the top of the ticket. "VIP, always CC their account manager." "Do not offer refunds: chargeback history." "Escalation summary: root cause is the SSO certificate." Pinwell lets agents pin short, color-coded notes to a customer, an organization or a single ticket. They 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. Critical notes can pop up the moment a ticket opens.
Pinwell is built by Great Work LLC. It is not made or endorsed by Zendesk.
Notes that are hard to miss
- Pinned to the customer, the organization or the ticket. A note on an organization shows on every ticket from every person in it. A ticket note is the escalation summary tier 2 reads instead of 80 comments.
- Severity and color. Critical (red), Warning (amber), Good to know (green) and Info (blue). The sidebar sorts by severity, so the note that matters is never below the fold.
- Pop-up on ticket open. Mark a Warning or Critical note to pop up, and agents see it in a window when they open a ticket from that customer or organization, once per ticket.
- As many notes as you need, each with its own author, date and expiry, instead of one block of text everyone edits.
Notes that stay current
- Optional expiry. "Shows until" 1 week, 30 days, 90 days, 1 year or a date. Expired notes hide by themselves and stay one click away.
- Who pinned it and when on every note, plus who edited it last.
- Edit and unpin in place, with a confirmation before a note is removed for everyone.
Notes that do not disappear
Every note is a record in your own Zendesk, in a "Pinwell note" custom object that Pinwell creates at install. Zendesk keeps custom objects and their records when an app is uninstalled, so your notes survive an uninstall, a lapsed trial or a reinstall.
One record per note, so two agents pinning at the same time never overwrite each other.
Control who can pin
Every agent sees the notes. Choose which roles or groups can pin, edit and unpin, or let agents change only their own notes. Admins can always manage every note.
Turn pop-ups off for the whole account with one setting.
Works in the ticket sidebar, on the new ticket page (as soon as you pick the requester), and on user and organization pages.
Get started
Install Pinwell, open a ticket and press Pin a note. Choose the customer, the organization or the ticket, pick a severity and save; every ticket from that customer now shows it first.
Plan (billed monthly by Zendesk)
Standard: $1 per agent per month. Everything is included. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Pinwell needs Zendesk Suite (any plan, Team and up) or Support Enterprise, because it stores notes in a custom object. It uses one of your account's custom objects.
Your data
Pinwell runs entirely in your browser inside Zendesk. It reads the open ticket's requester and organization (or the user or organization page you are on) and the notes pinned to them, and it writes only the notes your agents pin, as records in your own Zendesk. There is no Great Work server, no account to create and no API token to paste. It sends nothing to Great Work or anyone else (not even usage statistics), keeps no copies outside Zendesk, does no background work and uses no AI.
Support
Email hello@greatwork.company. We reply within one business day.
App details
How to install
Install Pinwell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall. Pinwell needs Zendesk Suite (Team and up) or Support Enterprise with the Agent Workspace.
- At install, Pinwell creates one custom object, Pinwell note, where every note is stored as a record. Zendesk keeps this object and your notes if you ever uninstall.
- Optional settings:
- Allow pop-up notes: on by default. Warning and Critical notes marked to pop up show in a window when an agent opens a ticket from that customer or organization.
- Only these roles can pin, edit and unpin and Only agents in these groups can pin, edit and unpin: leave empty for every agent. Everyone can always read the notes; admins can always pin.
- Agents can change only their own notes: off by default.
- Light agents and contributors: Zendesk gives these roles no access to new custom objects. To let them see notes, open Admin Center, Objects and rules, Custom objects, Pinwell note, and give the role view access. On Enterprise plans, custom agent roles need access to the object in the same place.
In the agent workspace, drag Pinwell to the top of the apps panel so the notes are the first thing agents see.
- Open a ticket, press Pin a note, choose the customer, the organization or the ticket, pick a severity and save. Open another ticket from the same customer to see it there.
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