BoldDesk @Mention Feature: Notify Agents and Reference Contacts Easily
The @mention function in BoldDesk enables agents to alert other agents directly within a ticket.
When an agent is @mentioned, they are automatically included as a watcher and will receive email notifications regarding ticket updates.
Agents may also @mention contacts or end users who are linked to the ticket as requester or cc to ensure accurate name spelling; however, these mentioned contacts will not receive any email notifications.
Check out this video tutorial for more.
In this article, you’ll learn:
- How to use the @mention feature in ticket replies and notes.
- What happens when you @mention an agent or contact.
- Common troubleshooting tips.
- Answers to frequently asked questions.
How to Use the @Mention Feature
Step 1: Open the Ticket Reply or Notes Editor
- Navigate to the Tickets module in your BoldDesk portal.
- Open the ticket where you want to mention an agent or contact.
- Click Reply or Add Private Note.
Step 2: Type the @ Symbol
- In the editor, type the @ symbol.
- Begin typing the name of the agent or contact you want to mention.
- A suggested list will appear based on your input.
Step 3: Select the Agent or Contact
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Click on the name from the suggestion list to insert the mention.
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The mentioned agent will be added to the watch list automatically.
Email Notification
Agents who are @mentioned are added as watchers, so they receive email notifications.
- If an agent is @mentioned but does not have permission to view the ticket and prefers not to receive email notifications, they can unsubscribe by asking the one with the right permission to remove them as a watcher on the ticket.
- @Mentions for end users or customers are utilized by agents exclusively to verify the correct spelling of names. Mentioning a customer does not generate any email notifications for ticket activities that would usually result in an email. Only contacts linked to the specific ticket can be @mentioned.
Troubleshooting Tips
- Mention not working? Ensure the agent or contact exists in your BoldDesk account.
- No suggestions appearing? Check your spelling and confirm the user is active.
- Agent not receiving emails? Verify their email address and notification settings.
FAQs
1. Can I @mention multiple agents in one reply?
Yes, you can mention multiple agents by typing @ followed by their names in the same message.
2. Do mentioned contacts also get added to the watch list?
No, mentioned contacts do not get added to the watch list. The watch list feature is only for agents. If you want contacts (customers) to receive updates, you can include them using the CC option, but they will not be part of the watch list.
3. Can I @mention someone who is not part of my organization?
No, you can only mention users who are registered in your BoldDesk account.
4. Will the mentioned agent see private notes?
Yes, if you mention an agent in a private note, they will receive the note via email and can view it in the portal if they have access.
5. How do I stop receiving notifications after being mentioned?
You can unwatch the ticket from the ticket details page.
6. Is there a limit to the number of mentions in a ticket?
No, there is no limit. You can mention as many users as needed.
