Know who you are talking to, on every ticket

SweetHawk's Customer Notes puts a living profile of the customer next to every ticket. Agents write notes about the person, not the ticket, tag them with traits like VIP or Do not call, and see their history and health at a glance.

Everything is stored inside your own Zendesk account as custom objects and runs as the signed-in agent. Nothing to configure, and the app is free.

Features

A customer profile in every ticket

• Profile card - avatar, name, organisation and the customer's local time.
• Health badge - Healthy, Watch or At risk, based on satisfaction ratings, escalations, open tickets and warning notes. Hover to see why.
• Ticket history - ticket counts, last contact, CSAT, escalations and the five most recent tickets.
• Follows the requester - and also appears on user profiles.

Notes that follow the customer

• Written once, seen everywhere - every agent sees the note on every future ticket from that person.
• Four categories - Info, Warning, VIP and Recurring issue.
• Quick notes - one-click chips such as "Upset" or "Promised callback".
• Link tickets with # - autocomplete the customer's recent tickets; the source ticket is recorded automatically.
• Pin, edit and delete - pinned notes stay at the top; agents manage their own notes, admins manage any.

Traits that work with the rest of Zendesk

• Label the customer - VIP, Demanding, Technical, Non-native English and Do not call out of the box.
• Mirrored to user tags - such as cn_vip, for use in triggers, views, SLAs and reporting.

Directory and activity feed

• Every annotated customer in one place - from the navigation bar, with a warnings-only filter and search for any user.
• Team activity feed - the 50 latest notes across all customers.

Settings for admins

• Your own traits and quick notes - up to 20 traits and 12 quick notes, with changes reaching agents without a reinstall.

Considerate by design

• Your data stays in Zendesk and your roles and permissions apply.
• Light and dark mode, built with Zendesk's own design system.

Data and privacy

No personally identifiable data passes to SweetHawk servers. Anonymous usage data is collected for operational purposes. See our privacy policy for details.

Bundle pricing

Get all SweetHawk apps bundled in the SweetHawk Suite. Check out our pricing calculator to see how much value you can unlock with the Suite.

About us

Our Zendesk apps are used every day by over 500,000 Zendesk agents. Some of our most popular apps are:

• Tasks & Subtickets - task lists and subtickets within Zendesk tickets
• Approve - flexible, auditable approval processes for your Zendesk workflows
• Calendar - link calendar events with Zendesk tickets