Pinning Comments and Threads in Tickets
An important comment or thread in a ticket can be pinned to the top for easy access. For example, if a customer has provided their inputs and queries in a comment, and the agents have added multiple comments on top of it. The customer's comment with the inputs will then be at the bottom, and there are chances that the agents may lose track of the actual query over time.
To avoid this, the agents can pin the important comments or threads in the ticket so that they appear on the top.
To avoid this, the agents can pin the important comments or threads in the ticket so that they appear on the top.
Note: Admin must enable the Pin conversation for all agents option for the profiles.
An agent can either pin the comment or thread for their reference or for all the agents who access the ticket. Both private and public comments or threads can be pinned.
Pinning a comment or thread in a ticket and setting visibility
A maximum of six comments can be pinned in a ticket.
While pinning, agents can select the visibility criteria:
- Visible only to me - When an agent with the permission to view the ticket wants to pin a comment or thread for their reference, they can select the visibility as Visible only to me, and the pin is displayed in a gray color in the ticket. A maximum of three comments and/or thread can be pinned. The Visible only to me option will be disabled once three comments and/or threads are pinned.
- Visible to all Agents - When an agent profile that has the 'Pin conversation for all agents' permission enabled wants to pin a comment or thread for all the agents, they select the visibility as Visible to all Agents, and the pin is displayed in orange color. Only those users who have the permission to pin for all agents can perform this action. A maximum of three comments can be pinned. The Visible to all Agents option will be disabled once three comments and/or threads are pinned.
Note: If a comment or thread is pinned for all agents and it is also pinned by an agent for self visibility, then both the pins are displayed.
Viewing the pinned comments and threads
The pinned comments and threads are displayed on the top of the ticket as a ribbon. Agents can click on the ribbon to expand or collapse the comments or threads to view the detailed information.
Setting permission to pin comments or threads
Agents or users who have the permission to view ticket can pin ticket conversations for themselves by choosing visible only to me option.
However, only those users who have the permission to Pin conversations for all agents enabled in their profile can pin conversations for all agents.
However, only those users who have the permission to Pin conversations for all agents enabled in their profile can pin conversations for all agents.
To set permission to pin conversations
- Navigate to Setup > Users and Control > Permissions > Profiles.
- Select the desired profile.
- Under Administrative Permissions, toggle Pin conversation for all agents.
To pin a comment or thread
- Select a ticket.
- In the Tickets Detail page, hover on a comment or thread and click the More icon.
- Click Pin.
- Under Set Pin Visibility, select Visible for all agents or Visible to only me, then click Pin.
To view the pin details
- In the Tickets Detail page, click the pin from the top ribbon.
- Hover on the pin icon to get a quick details about who and when it was pinned.
To unpin a comment or thread
- In the Ticket Detail page, hover over a comment or thread, click the More icon and select Unpin.
- Click Unpin on the confirmation window.
- If a comment is pinned for both Self and All Agents visibility, select one of the following options and click Unpin.
- Unpin Only for me
- Unpin for all agents
- Both
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