Klaviyo Helpdesk: Guide to Pinned Properties
You will learn
Learn how to pin up to 10 important customer profile properties (e.g., Loyalty points, VIP tier, Birthday) to the Helpdesk ticket sidebar. Pinned properties help your team:
- Find customer details without opening the full profile.
- Keep key context in view while responding to tickets.
- Use customer details to give more informed answers.
Before you begin
- Helpdesk must be enabled in your Klaviyo account. Pinned properties require a paid Helpdesk plan.
- Roles: Owners, Admins, and Managers can edit Helpdesk settings.
- Choose from the properties available in the Profile properties dropdown. To see pinned properties in a ticket, the customer must have a linked Klaviyo profile.
- Time to complete: approximately 2 minutes.
Overview
Pinned profile properties are a Helpdesk setting that determines which customer properties appear in the ticket sidebar. You can select up to 10 properties. The same list applies to every agent in your account, while the values reflect the customer’s profile.
Set up pinned properties
- In Klaviyo, go to Helpdesk > Settings > General and find the Pinned properties section.
- Click the Profile properties dropdown.
- Search for a property by name (e.g., “Loyalty points”).
- Select the property from the list.
- The selected property appears in the selector.
- Repeat until you have added up to 10 properties.
- Note: You cannot add duplicates.
- Tip: To replace a property, deselect it in the dropdown, then select another property. Keep the total at 10 or fewer.
- Click Save in the save bar. A confirmation appears when your settings are saved.
Review pinned properties
Once saved, open a ticket for a customer with a linked Klaviyo profile. Confirm that your selected properties appear in the Pinned properties section of the right sidebar. Click the chevron beside the section heading to expand or collapse it. If a property has no value on the customer’s profile, it displays “No value.” For a long value, click the arrow beside the property to view its full value.
Best practices
- Choose properties that agents reference on most tickets (e.g., loyalty status, last order date, coupon code).
Measure success
- Go to Helpdesk > Reports and find the Agent performance table.
- Use the reporting date range to compare periods before and after setting up pinned properties. Review these metrics in the Agent performance table:
- Avg. response time
- Tickets resolved, to give context to changes in response and resolution times
- Avg. resolution time
- If response or resolution times don’t improve:
- Confirm agents know where to find pinned properties and how to expand the section.
- Replace rarely populated properties.
- Audit other workflow changes (e.g., new SLAs) that might offset gains.
Troubleshooting
Symptom | Likely cause | Fix |
|---|---|---|
Pinned properties section is missing in the ticket sidebar | No properties have been saved, or the customer has no linked Klaviyo profile | Navigate to Helpdesk > Settings > General and save at least one pinned property. Review a ticket for a customer with a linked Klaviyo profile |
A property shows “No value” | Profile doesn’t have a value | Verify the customer’s profile or choose a property with broader coverage |
The Profile properties selector is unavailable | Your account does not have the required Helpdesk plan, or you do not have permission to edit Helpdesk settings | Upgrade your Helpdesk plan if prompted, or ask an Owner, Admin, or Manager to update the settings |
Save button is disabled | There are no unsaved changes, or a setting on the page is invalid | Make a change and resolve any validation errors. If you selected more than 10 properties, deselect properties until you have 10 or fewer. Selecting exactly 10 does not prevent saving |
FAQ
Can I pin more than 10 properties?
No. You can save up to 10 pinned properties. To add another when you have reached the limit, deselect an existing property first.
Can different agents have different pinned properties?
No. Pinned properties are shared across your Helpdesk account, so every agent sees the same selected properties.
Do pinned properties update on existing tickets?
Yes. The saved list applies to both existing and new tickets. You do not need to configure pinned properties separately for each ticket.