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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