Zoho Desk - Pin Your Most Important Threads
Hello, everyone!
Zoho announced the new feature in the latest Android version (v2.6.34) of the Zoho Desk app: the ability to pin comments and threads in tickets. Now, you can easily highlight essential comments or threads, which will always stay at the top of the ticket.
When pinning, you can choose from two visibility options:
Visible for Me: Select this if you want the pinned comment or thread to be visible only to you. Remember that you'll need permission to view the ticket to use this feature.
Visible to All Agents: This option allows you to make pinned comments and threads accessible to all agents within the portal.
Note: Only agents with the “Pin conversation for all agents” permission can use this feature. Admins can enable this permission for specific profiles via the desktop site (Settings > User Management > Profiles > select the profile > Administrative permissions > enable “Pin conversation for all agents”).
A maximum of three comments or threads can be pinned under both visibility options. That means you can pin three items under “Visible for Me” and three under “Visible to All Agents” for a total of six pinned items per ticket.
Make sure to update the Zoho Desk app to the latest version directly from the Play Store or via the link below:
Zoho Desk – Play Store
Try out this feature and let us know if you need any help by reaching us at pfc-group.com. You can also submit feedback directly through the app (Go to the Settings module > Feedback), and we’ll get back to you quickly!
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