Pinning a comment in a helpdesk ticket lets you highlight a particular comment and keep it visible for yourself and other agents. This feature comes in handy when a comment in the ticket contains important information, such as a solution to the customer's problem. Pinning the comment makes it easily visible to other agents working on the ticket or assisting customers who encounter similar problems.
This feature is also available for comments posted to articles in the knowledge base. If a user has left a comment that contains important information, such as an update or correction to the content of the article, you can pin the comment to ensure that other users who read the article see it.
To pin a comment in a helpdesk ticket or knowledge base article:
Locate the comment you want to pin in the activity stream.