How to Use the @Mention Feature in BoldDesk
The @Mention feature in BoldDesk helps agents collaborate more effectively by notifying other agents directly within ticket conversations. When an agent is @mentioned, they are automatically added as a watcher on the ticket and receive email notifications about ticket updates.
Agents can also @mention contacts or customers associated with the ticket, such as the requester or CC recipients. This is useful for referencing names accurately within a conversation. However, mentioning a contact does not add them as a watcher and does not trigger 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.
Common Uses for @Mentions
Use @mentions to:
- Request assistance from another agent.
- Escalate a ticket to a specialist or team member.
- Notify an agent about an important customer update.
- Collaborate internally through private notes.
- Reference a customer or contact accurately by name.
- Draw attention to specific ticket details requiring follow-up.
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.
@Mention Behavior in Tickets
The outcome of an @mention depends on whether the mentioned person is an Agent or a Contact/Customer.
| Feature | Agent Mentioned | Contact/Customer Mentioned |
|---|---|---|
| Added as a Watcher | Automatically added as a watcher on the ticket | Not added as a watcher |
| Email Notifications | Receives email notifications about the ticket | Does not receive email notifications |
| Ability to Follow Ticket Activity | Can follow future ticket activity and updates | No ticket-following functionality is enabled |
| Notification of the Mention | Notified whether mentioned in a public reply or private note | No notification is sent |
| Purpose of the Mention | Escalation, collaboration, or involving another agent in ticket handling | Reference only within the ticket conversation |
| Mention Restrictions | Any applicable agent can be mentioned | Only contacts associated with the ticket can be mentioned |
- Agent mentions are designed to involve additional team members in ticket management by automatically adding them as watchers and notifying them of ticket activity.
- Contact/Customer mentions serve as internal references only and do not trigger notifications or watcher status.
- Mentioning contacts is commonly used to ensure accurate identification and spelling when referring to customers or associated contacts within a ticket.
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
@Mention Suggestions Are Not Appearing
Verify that:
- The name is spelled correctly.
- The user exists in your BoldDesk account.
- The user is active.
- You are typing the @ symbol before entering the name.
Unable to Find an Agent
Confirm that the agent:
- Has an active account.
- Has not been deactivated.
- Is available in the current BoldDesk account.
Unable to Mention a Contact
Only the following contacts can be mentioned:
- The ticket requester.
- Contacts associated with the ticket.
- Contacts included on the ticket.
Contacts that are not associated with the ticket cannot be mentioned.
Frequently Asked Questions
-
Can I @mention multiple agents in one reply?
Yes, you can mention multiple agents by typing @ followed by their names in the same message. -
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. -
Can I @mention someone who is not part of my organization?
No, you can only mention users who are registered in your BoldDesk account. -
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. -
How do I stop receiving notifications after being mentioned?
When an agent is @mentioned, they are automatically added as a watcher on the ticket and receive ticket-related notifications. If you no longer want to receive these notifications, remove yourself from the ticket’s watch list from the ticket details page.
You can also ask another agent with the appropriate permissions to remove you as a watcher on the ticket. -
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. -
Can I remove an agent from the watch list after mentioning them?
Yes. An authorized agent can remove watchers from the ticket when notifications are no longer required.
