1. Open the Zoho Desk app. 
2. In the Ticket Views page, select the desired department and tap on the needed ticket. 
3. In the Ticket detail page, tap the Comment  icon and type the comments. 

For a more versatile and visually appealing commenting experience within tickets, agents can format the comments using various rich text formatting options, such as bold, italics, underline, strikethrough, font color, highlighting, bullet points, and text alignment. 

They can also tag other agents in the comment though the @ icon. 

In the mobile app, the users can view inline images that are attached to the comments in the web application. They can also insert a ticket link as a hyperlink for navigating to the mentioned ticket through the comments. 

The users can set default comment type to public or private in the web application which will sync with the mobile app.  Learn more about setting a default comment type.

Pinning comments 

Pinning the comments in a ticket will help in keeping the important comments in a conversation at the top, making critical information easily accessible. 

Types of pins

1. Visible for all agents (Public): The pinned comments and threads are visible to all agents. They are marked with orange colored pins.
2. 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.
   

1. Admins must enable the Pin conversation for all agents on the Zoho Desk web application to allow pinning or unpinning. 
   
2. 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.
3. To learn more about enabling agent permissions for pinning and unpinning comments in the web application, read Managing user roles.
   

1. In the Ticket detail page, tap the More  icon near the comment.
2. Select Pin.
3. Select the required option among Visible for all agents and Visible for me. 
4. Tap Pin to confirm.
   

To unpin comments 

1. In the Ticket detail page, tap the More  icon near the comment.
2. Select Unpin.
3. 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.

Editing and deleting comments 

Agents can also edit the comment to rectify the content and delete unnecessary comments by tapping Edit comment and Delete comment respectively through the More  icon.