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Using @mention in Ticket Updates or Notes
Published:
The @mention feature allows you to notify an agent who may or may not be a part of the ticket. @mention can be used in public messages or private notes. @mentioned agents are automatically added to the watch list in the tickets.
To mention an agent, open the ticket Reply/Notes editor and type the “@” symbol followed by some starting letters of the agent’s name to get a list of suggested agents. Select an agent from the list for the mention.
Email Notification
Agents who are @mentioned are added as watchers, so they receive email notifications.
Note:
- If an agent who has been @mentioned doesn’t have appropriate permission to view the tickets in the agent portal, the agent will only receive notifications via email. An agent can unsubscribe from the notifications by Unwatching a ticket.
- Both agents and contacts or customers can be mentioned.
Check out this video tutorial for more.
