Pin comments and threads - Zoho Desk app update

Hello, everyone!

We are excited to introduce the pinning comments and threads option in the latest Android version(v2.6.34) of the Zoho Desk app. You can now pin the important comments or threads in the tickets. These pinned comments and threads will appear at the top of the ticket.

While pinning, you can select the visibility criteria:

Visible for me: This option can be chosen if you want the pinned comment or thread to be visible only to you and not to the other agents. To use this feature, you must have the permission to view the ticket.

Visible to All Agents: This option allows you to pin comments and threads in a way that they are visible to all the agents in the portal.

Note: Only the agents with the 'Pin conversation for all agents' permission will be able to access this option. The admin can enable this permission for the agent's profile on the desktop site(Settings > User Management > Profiles > select the respective profile > Administrative permissions > enable the 'Pin conversation for all agents' permission).

All the pinned comments and threads will be listed under the 'Pinned Items' section.

A maximum of three comments and/or thread can be pinned for both ‘Visible for me’ and ‘Visible to All Agents’ i.e, three comments and/ or thread under 'Visible for me' criteria and three comments and/ or thread under 'Visible to All Agents' criteria can be pinned. A total of six comments and/or threads can be pinned in a particular ticket.

Please update the Zoho Desk app to the latest version directly from the Play Store or using the link given below:

Zoho Desk - Play Store

Do tryout the feature and write to us at desk@zohomobile.com if you need any assistance or if you have any clarifications. You can also submit feedback within the app(Go on to the settings module > Feedback) and we'll get right back to you.

Have a nice day!

Regards,

Sneha