Installing and using the Scratchpad app

The Scratchpad app is a sidebar app that allows agents to type notes, craft responses, or jot down snippets of information without having to type them into the internal notes first.

This article includes the following topics:

• Installing the app
• Using the app
• Release notes

Installing the app

1. In Zendesk Support, click Admin (), then select Apps > Marketplace. Enter "Scratchpad" in the search bar at the upper-right of the page.
2. Double-click on the Scratchpad app icon, and click Buy.
3.  In the Installation section, enter a name for the Scratchpad app, enable group and role restrictions if required. These configuration options are also available after installation by navigating to Admin > Apps > Manage.
4. Click Install.

Using the app

The Scratchpad app in the ticket sidebar allows you to type notes in a quick, shorthand manner. When in wrap-up mode, you can then format the notes and add more detail. You can copy the note to the internal ticket comments and save the note for future use.

To add a note

1. In the Scratchpad app, enter and format the note the text field.
2. Click Add as internal note to add the note including the formatting, as an internal note in the ticket.
   
3. Click Save to library to save a note for future use. A modal is displayed.
   
4. Enter the name for the saved note and click Save to library.

Note: Saved notes are stored locally, so if you change computers, you will not have access to saved notes. 

To modify a saved note 

1. In the Scratchpad app, under Loading existing note, select the saved note from the drop-down list.
   
   The note is loaded in the text field.
2. Update the note and click Save to library and enter the same name to overwrite the exisiting note,  or enter a different name to save as a new note.
3. Click Save to library to save changes.

Release notes

Version 1.0 - 2020-11-16

• Initial release