How do I use @mentions in Zendesk Gather?

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  • Nicky Lilja

    This article answered my question, as I was trying to @mention someone but could not get the user to appear. 

    I think it would be good if you can @mention someone even if this user have not yet commented or posted anything in the community. 

     In my case I wanted to include a user in an discussion who I know is a community champion but had not yet commented. Now I have to reach out to this person on email and ask them to write something in the community? A bit strange. 

    Other than that this is a great feature that I use a lot to drive engagement and to highlight users in our monthly community highlights. :)

  • Devan - Community Manager
    Zendesk Community Team

    Hello Nicky Lilja,

    We really appreciate the feedback and glad you are enjoying this new part of Gather in the Community. This aspect of the product still has room for improvement, which our devs are currently looking into. I understand how this limitation can be cumbersome, and I'm going to pass this on to our product managers. I'd suggest sharing this in our feedback topic in case others have their own use case they'd like to add to your suggestion. 

    Best regards. 

  • Nicky Lilja

    Done :) 

    For the next users reading this, if you also agree you can vote here @mention someone even if this user has not yet commented or posted anything  

  • Zaina Ishaq

    Hi there - is this the same case for @mentioning light agents? 

    We have light agents who have commented/followed/voted topics and posts etc but they are still not able to be tagged within closed community topics - would you know why?

  • Nicole S.
    Zendesk Community Team

    Hi Zaina -

    Anyone who has a public user profile and has posted or commented at least once should be able to be @ mentioned. If they are not included in the segment that a community topic is open to, then someone in that closed topic would not be able to mention them as they don't have access to it. Can you confirm whether they are included in the segment that the topics are limited to where you're seeing this issue?

  • Tom Edmonds

    I @mentioned a user in a reply to that user's comment. She received an email notification that I mentioned her, but the mention itself isn't showing as a clickable link in the comment. I have some suspicions as to why this might be happening, but I'm hoping someone can help me narrow down which of the following might be causing this:

    • Our Gather Community site is currently disabled
    • Profiles are set to private
    • I've made some customizations in the CSS

    I'm thinking the CSS customizations are the likely culprit but don't want to go down that rabbit hole if I don't have to :)


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