| Announced on | Rollout starts | Rollout ends |
| July 17, 2023 | July 17, 2023 | July 21, 2023 |
We are excited to announce content pinning in Knowledge in the Agent Workspace. Now, agents working on a ticket can pin articles or posts to tickets to give other agents working on the ticket visibility to the most relevant content.
This announcement answers the following questions:
What is changing?
When you are in a ticket, you can now click the new pin icon, visible on the search result card, to pin the content to the active ticket.
When you pin content in the knowledge section, it is associated with the ticket you are currently viewing, and is visible to all agents who are working on the ticket. Pinned articles appear in the knowledge section under a section titled “Pinned to ticket”. Pinned content is not visible to end users.
When the content is no longer relevant for the ticket, you can deselect the pin icon to unpin it from the ticket.
Why is Zendesk making this change?
Content pinning supports knowledge sharing among agents. When you find relevant content, you can pin it to the ticket so the next person working on the ticket can see pins at the top of the knowledge section.
For example, If agents are required to follow a defined set of troubleshooting steps or Standard Operating Procedures (SOPs), you can pin articles documenting those steps to the ticket so that other agents working on the ticket can easily refer to the relevant information without having to search through the ticket or enter a search workflow. Pinned content is easily accessible from the ticket.
What do I need to do?
You must have a Guide Enterprise or Suite Professional or higher plan with Agent Workspace enabled to use this feature. To learn more about this feature, see Linking, quoting, and pinning content to tickets.
16 Comments
Tetiana Gron
Can this feature be slightly enhanced by giving Admin the possibility to Pin or Highlight a KB article to every ticket? Sometimes i.e. we have an outage and KB Team writes an article "ad-hoc" following the steps, instead of searching in Slack / Teams for the link, pin them in all new tickets temporarily can speed up the debug process steps sharing.
Kind Regards,
Tobias
Nice! Will there be an option to pin an article via the app framework or API?
Dan Cooper There seems to be a 'ticket_content_pins' endpoint, but it's not documented yet.
We use Problem Tickets for outages. You can put any steps in the Problem Ticket and it can be linked to the Incident Ticket for tracking.
Hi Marjana,
the hint is good, but this will not work for us. Agents not looking into "search of tickets" if they find incidents pro-active, they waiting Team Coordinator / Team Leader to announce it.
The second problem is we serve EMEA Region Support in over 18 languages. So KB have some API connection to Dynamic Content Auto Translation, which can help us have latest news in all languages :)
But thanks for the hint.
Tetiana Gron I agree with Tobias, this feature would be much more useful if we could pin different articles to different types of tickets, or tickets that have a certain tag, does this feature have a phase 2 that might take this into consideration?
Hi everyone,
Thanks for comments! It is great to hear that you have use cases for bulk pinning. It is on our roadmap to implement automated pinning using the existing conditions.
This looks great! If you're looking at a phase 2 for this feature, could you also please consider adding the ability to pin URLs to non-Zendesk sources? We have a lot of content that's hosted in other places and would also be helpful resources for ticket resolution.
Lisa Wong I noticed in the API endpoint I found this is available for any external content that is indexed in the Federated Search feature. Once the API documentation is added to the developer documentation, we will probably learn more about this.
Tetiana Gron When will the API documentation be added?
The API is not documented for now. If you provide us with the use cases, it will help us evaluate the request.
Regarding pinning of external content it is not yet available but we are working on it.
API usage that would have immediate value for our implementation.
Given one or more article ids are known,
When trigger conditions for a ticket are true,
Then use a webhook to update the ticket content pins with 1 or more article ids.
Eg. /api/v2/tickets/{ticketid}
{
"ticket": {
"content_pins": [
{ "article_id": 12345},
{ "article_id": 67891}
]
}
}
As the API is not documented right now, and I see many people are requesting this, I wanted to share our reverse engineered unofficial documentation of the Ticket Content Pins API Endpoint. This information can easily been placed into a Webhook and Trigger.
List Ticket Content Pins
GET /api/v2/ticket_content_pins?ticket_id=12345
Response
{"ticket_content_pins": [
{
"url": "https://your-account.zendesk.com/api/v2/ticket_content_pins/TXB0H6Q290506Y31PQSG98H631.json",
"id": "TXB0H6Q290506Y31PQSG98H631",
"ticket_id": 12345,
"account_id": 12345,
"content_id": "360000000000",
"content_type": "article",
"locale": "en-us",
"created_at": "2023-07-27T06:40:44Z"
}
],
"next_page": null,
"previous_page": null,
"count": 1
}
Create Ticket Content Pin
POST /api/v2/ticket_content_pins
{"ticket_content_pin": {
"ticket_id": "12345",
"content_id": "360000000000",
"content_type": "article",
"locale": "en-us"
}
}
Response
{"ticket_content_pin": {
"url": "https://your-account.zendesk.com/api/v2/ticket_content_pins/TXB0H6Q290506Y31PQSG98H631.json",
"id": "TXB0H6Q290506Y31PQSG98H631",
"ticket_id": 12345,
"account_id": 12345,
"content_id": "360000000000",
"content_type": "article",
"locale": "en-us",
"created_at": "2023-07-27T06:40:44Z"
}
}
Delete Ticket Content Pin
DELETE /api/v2/ticket_content_pins/TXB0H6Q290506Y31PQSG98H631
Response
{"ticket_content_pin": {
"url": "https://your-account.zendesk.com/api/v2/ticket_content_pins/TXB0H6Q290506Y31PQSG98H631.json",
"id": "TXB0H6Q290506Y31PQSG98H631",
"ticket_id": 12345,
"account_id": 12345,
"content_id": "360000000000",
"content_type": "article",
"locale": "en-us",
"created_at": "2023-07-27T06:40:44Z"
}
}
Fantastic. Thanks Martijn. 🎉🙌👏
Are there plans to have reporting regarding content pinning in Explore in the Knowledge Capture events dataset? Currently, I do not see that as an option.
Hi Ryan Boyer,
There is a long term plan to get better reporting on the events from Knowledge in Explore. Unfortunately, I don't have timeline for this.
I would like to be able to notify the Assignee when an article is pinned. This way if they have a question and a Team Lead or Manager finds the appropriate article and pins it for them the Agent will be made aware.
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