ST13 - Pinning a ticket seems to have no effect
Problem reported by Michael Woffenden - November 2, 2017 at 7:59 AM
Not A Problem
I pinned a ticket, hoping to have it float to the top or otherwise be made more accessible.
 
None of these things happened.
 
What am I missing?

Michael Woffenden, Founder and President, Information Results Corporation

SmarterTrack licensee since 2008

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Derek Curtis Replied
Employee Post
"Pinning" a ticket just means that you'll always be in possession of the ticket. It pins it to the Agent so replies, follow-ups aren't returned to the queue where it can be handed to a different Agent. However, it still follows the same behaviors as non-pinned tickets. So it's not a like a follow-up flag in email that may require follow up or anything. For that, you'd in the ticket then schedule a follow-up for it.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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