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Pinned Comments

Last modified: 07 February 2025

Pinning a comment in a helpdesk ticket lets you highlight a particular comment and keep it visible for yourself and other agents. This feature comes in handy when a comment on the ticket contains important information, such as a solution to the customer's problem. Pinning the comment makes it easily visible to other agents working on the ticket or assisting customers who encounter similar problems.

This feature is also available for comments posted to issues and articles in the knowledge base. If a user has left a comment that contains important information, such as an update or correction to the content of the issue or article, you can pin the comment to ensure that other users see it.

Helpdesk pinned comment

Pinned comment visibility for YouTrack user types: