Pinned important comments and threads in tickets

Hello everyone,

We are happy to announce that users can now pin important comments and threads in a ticket. This feature helps agents quickly access the customer's requirements and stay updated on the latest developments to ensure they have up-to-date information to perform tasks effectively.

For example, if a client requests a major change, all the team members involved in the task must be informed. Pinning a comment will ensure that the agents have visibility into any changes, and the team will be able to prioritize and rework their plan as needed to accommodate the customer request.

Visibility settings for pinned items

Admins can give selective permission to control which agents can pin conversations (for themselves or for all agents to see).

Visibility criteria

While pinning, users can select from two visibility options.

For better identification and to provide distinction between the pins, the pins are color-coded.

Visible only to me: When the agents want to pin a comment or thread for their reference, they can choose this option. This pin will be displayed in gray color.
Visible to all agents: If the agent wants to pin a thread or comment for everyone who has access to the ticket, they can use this option. This pin will be displayed in orange color.

The pinned items are displayed at the top of the ticket as a ribbon. Clicking it will display the details of the comments and threads.

If an agent pins a comment with self-only visibility and another agent pins a comment with all agent visibility, then both the pins are displayed. Hovering on it will provide the pin details.

Pinned comments and threads can be unpinned using the Unpin option.

This enhancement is now available for all users across DCs. For more information on the settings and limitations, kindly refer to the help doc: Pinning Comments and Threads in Tickets.

Regards,

B. Akshaya | Zoho Desk - User Education

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