Pinning/Unpinning Updates

Pinned updates are private updates on a ticket which always appear at the top of a ticket's history. They can be used for highlighting pertinent information regarding the case.




This method is available to all account tokens and any user tokens who have access to the ticket.

Supported Parameters

  • ticket - the ticket reference (required)
  • update - the ID of the update to pin or unpin (required)

Example JSON

    "id": 1,
    "subject": "blah blah",
    "message": "blah blah",
    "html_body": "blah blah",
    "html_safe": false,
    "private": true,
    "pinned": true
    "posted_at": "2013-03-14T17:10:17Z",
    "avatar_url": "{{size}}&d=mm",
    "author": {
        "type": "Customer",
        "id": 4,
        "reference": "",
        "name": "Adam Cooke",
        "abbreviated_name": "Adam C",
        "company": "",
        "mail_format": "both",
        "pin": "703133",
        "created_at": "2013-03-14T17:10:16Z"
    "from_name": "Adam Cooke",
    "from_address": "",
    "minutes_since_reply_due": null,
    "minutes_since_resolution_due": null,
    "minutes_since_submission": "0.01",
    "minutes_since_last_reply": null,
    "signature_text": null,
    "stripped_content": null,
    "authenticated": false,
    "message_id": "",
    "attachments": [],
    "source": null,
    "notification_sent": null,
    "delivered": null

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