Andrii

It'd be great if Zendesk allows users to pin internal notes. Sometimes, it's quite important to leave a note that can be seen by anyone who opens a ticket and if it's located at the top of the ticket, it will be surely noticed.

As of now, internal notes appear among public replies, and if an agent doesn't scroll all over the ticket, there is a chance that something important mentioned in the internal note will be missed.

hi! I'd like to provide some feedback regarding the Website widget. Our help center contains a section with articles that are posted each month so their order actually matters to view the recent ones, for example. Though when using the widget and searching for articles from this section by filling in the search with keywords, a user sees the mixed articles (e.g the first one is of 2019, the second one is of 2021, and the third one is again of 2019) unless the full name of the needed article is filled in. It would be great if you allow configuring the widget behavior so that it respects the actual order of articles in the help center sections.