Currently, notes and emails in the Help Desk are sorted chronologically, but they cannot be individually selected. For our daily work, it would be much clearer if we could filter the view by “emails” and “notes” — similar to what is possible in the ticket view. Additionally, the ability to pin a note is essential, which is currently not available.
Hi everyone! My name is Hallie, and I’m a Program Manager on the CXM Team. The product team confirmed this isn’t currently on the roadmap, although it is a request they’re monitoring. If any changes arise with this, I’ll update you all here right away. Thank you for your patience and continued feedback in the meantime!
To pin a note in the Help Desk, users have to leave Help Desk and switch to Tickets in the CRM record view. Even if this is expected behavior, it creates an inconsistent workflow and adds unnecessary context switching. Please consider making note pinning available directly in the Help Desk thread view.
Currently, pinning a note in the Help Desk requires users to leave the Help Desk view and switch to the Tickets section within the CRM record. While this may be working as designed, it does create an inconsistent user experience and introduces unnecessary context switching.
It would be greatly appreciated if note pinning could be made available directly within the Help Desk thread view, as this would help streamline workflows and improve overall usability.
Thanks for considering this enhancement — it would make a meaningful difference to day-to-day efficiency
Pinning a note would be very useful for our workflow. We use this for our escalated teams so they can see a short summary of the issue and what the request is - without needing to scroll through the whole ticket.