New in HelpSpot 4.5: Request Pinning

Written by Ian Landsman, published on 06.27.2016

We have a ton of new features in HelpSpot Version 4.5. Today we will be highlighting a feature that will make your request history even more useful.

HelpSpot’s request history shows all of the actions and notes made by customers and staff on a specific request. It’s extremely useful and a core part of the HelpSpot workflow. Don’t worry we haven’t changed anything about how this critical tool works. We’ve simply added a super easy way to highlight an individual note: Pinning! Each note in a request history can be pinned. Pinning causes the request note to always appear at the top of the request history.


Here are a few ideas on how to use request pinning:

  • Pin a customer’s technical info to the top of a request so anyone working on the request immediately has the information needed to work on the request.
  • Pin an order pdf to the top of a order support request.
  • Pin the task list for a multi-step request to the top of a request.
  • Pin a problem description to the top of a request before escalating a request.

We hope you enjoy using request pinning in HelpSpot. It’s just one of the exciting new feature in HelpSpot v4.5.

Get started with HelpSpot
Manage your support email, organize your help desk,
and improve your customers experience.