Pinning Comments and Threads
Comments is a platform for agents to discuss solutions and seek peer support within the help desk.
Pinning the comments or threads in a ticket will help in keeping the important comments or threads in a conversation at the top, making critical information easily accessible.
Types of pins
- Visible for all agents (Public): The pinned comments and threads are visible to all agents. They are marked with orange colored pins.
- Visible for me (Private): The pinned comments and threads are for the agent's personal reference; only they can see them. This is indicated by a grey-colored pin.
- Admins must enable the Pin conversation for all agents on the Zoho Desk web application to allow pinning or unpinning.
- Agents 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 learn more about enabling agent permissions for pinning and unpinning comments or threads in the web application, read Managing user roles.
To pin comments or threads
- Open the Zoho Desk Android app.
- Go to the ticket.
- Tap the More icon
on the thread or comment.
- Select Pin.
- Select the required option among Visible for all agents and Visible for me in the Pin Outgoing Thread page.
- Tap Pin to confirm.
To unpin comments or threads
- Open the Zoho Desk Android app.
- Go to the ticket.
- Tap the More icon
on the pinned thread or comment.
- Select Unpin.
Alternatively, tap the pinned item, then tap the unpin icon
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 gray and orange pins.
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