How to Pin Tickets

Overview

Pinning tickets is a feature that allows you to selectively pin individual tickets or groups of tickets at both the personal and team levels. Pinned tickets will appear at the top of your list, enabling you to prioritize them based on your specific requirements.

Types of Pinning:

Regular pin: This is the individual level pinning. You can pin any ticket that you would like to see at the top of the list for yourself. Global pin: This is the team level pinning, where a Manager / Supervisor can pin any tickets that need to be visible for the entire team. It will be listed above the individual user’s list of tickets.

NOTE: As a prerequisite, your admin must create a Manager's team first to enable the global pin feature.

Instructions do you create a regular pin?

  1. Navigate to the Tickets tab from your Dashboard. Select the list view of the ticket.
  2. Click the check in front of the ticket or tickets you wish to pin.
  3. Click the Pin Tickets to Top button available from the menu at the top. After selecting the ticket(s), the pin button gets enabled.
  4. Click Yes in the pop-up window shown.
  5. You can view the pinned ticket(s) at the top of the list. The thick gray line separates the globally pinned tickets and a list of other tickets assigned to the user.
  6. You can unpin the pinned tickets by selecting them and clicking on the unpin button.

Instructions do you create a global pin?

To create a global pin you must have a team under Admin>Team tab. You must be the manager or supervisor of that team.

  1. Navigate to the Tickets tab from your Dashboard. Select the list view of the ticket.
  2. Click the check in front of the ticket you wish to pin.
  3. Click the Pin/Unpin Tickets for Teams button available from the menu on the top. After selecting the ticket(s), click the global pin button as shown in the picture below. This button is available only for manager or supervisor roles.
  4. Select from the team available. Here you can view all the teams in which your role is manager/supervisor. Click Update.
  5. The globally pinned tickets will be listed for all the Manager’s team members.

Instructions do you create a team?

NOTE: This can be done only by Admins.

  1. Navigate to Admin>Team tab.
  2. Click the New Team button.
  3. Fill in the details like Team name, Manager name, Supervisor name, Call Centers, Members, and other details. Click Save.
  4. You can view the teams created in the Admin>Teams tab. You can also edit or delete the team.