2-3 years ago I requested a feature to let us pin comments to the top of a ticket.  I see this feature was finally done but you missed one of the most important features of this.  To be able to have a Comment added and pinned automatically based on the company.  Meaning if customer XYZ opens a ticket we want to auto add a comment X to the ticket and have it pinned automatically. 

Today we use a work flow to add comment direct based on a customer but when adding a comment to through a work flow you dont have any option to have the comment pinned.