Types of pins 

1. Visible for all agents (Public): Pins comments or threads so that they are visible to all agents. These are marked with orange colored pins.
   
2.  Visible for me (Private):  Pins comments or threads for your personal reference, ensuring that only you can see them. This is indicated by a grey-colored pin.  
   

Note: You can pin up to 3 comments as Visible for Me and 3 as Visible for All Agents, making a total of 6 pins per ticket.

To pin comments or threads 

1. Open the Zoho Desk Android app.
   
2. Go to the ticket.
   
3. Tap the More icon () on the thread or comment.
   
4. Select Pin.
   
5. Choose the visibility option (Visible for me or Visible for all agents).
   
6. Tap Pin to confirm.
   

Note: Admin must enable Pin conversation for all agents on the Zoho Desk web application to allow pinning or unpinning.

 

 To unpin comments or threads 

1. Open the Zoho Desk Android app.
   
2. Go to the ticket.
   
3. Tap the More icon () on the pinned thread or comment.
   
4. Select Unpin.
   

Alternatively, tap the pinned item, then tap the unpin icon ().

Note: If a private pin (Visible for me) is also pinned publicly (Visible for all agents) by another user, the comment or thread will show both grey and orange pins.