Pin Internal Notes
It'd be great if Zendesk allows users to pin internal notes. Sometimes, it's quite important to leave a note that can be seen by anyone who opens a ticket and if it's located at the top of the ticket, it will be surely noticed.
As of now, internal notes appear among public replies, and if an agent doesn't scroll all over the ticket, there is a chance that something important mentioned in the internal note will be missed.
This is a really great idea. Being able to pin a summary note for agents on particularly long running tickets, or being able to make/update a ticket via API with certain data would be awesome.
I would like to have it logged as an event on the ticket when someone pins/unpins a note and bonus points if the ability to pin/unpin was permissioned!
This is a great idea! We have reminders about specific things that need to be done on certain types of tickets, as well as try to keep track of summary notes for longer tickets. We have these in internal notes which get a bit lost as the ticket goes on, and have some ticket fields to try and keep track, but then that's not super visible or easy to prompt people to update. A pinned note would be really good for those situations.
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