Pin a message in a thread

  1. What is your original issue/pain point you want to solve?

When we go in a large conversation, it’s sometimes hard to find crucial information or a recap. It could be pretty easy to pin a specific message in the thread so it can be found easily.

  1. Which are one or two concrete situations where this problem hurts the most?

Huge conversation, with one message being relevant for other people who took the ticket (eg a recap on the situation). Without pinning this specific message, the new support team member has to read the entire conversation.

It applies in many situations.

  1. Why is it not solvable with the Zammad standard?

Right now, there’s no elegant solution to workaround this.

  1. What is your expectation/what do you want to achieve?

I think it’s a pretty “simple” feature (mostly UI) but it could boot your productivity a lot :slight_smile:

Your Zammad environment:

  • Average concurrent agent count: 20 agents
  • Average tickets a day: 20
  • What roles/people are involved: sales, tech support, partners…