What users can use the @mention functionality?
Who can be @mentioned in a support ticket?
How does the @mention work for each user role?
Which users can use the @mention functionality and which users can be @mentioned varies by what role that user has. See the below table for details:
Can use the @mention function
|Can be @mentioned in a ticket|
Administrators and agents can use the @mention functionality and can be @mentioned. Light agents can not use the @mention functionality to @mention someone else but they can be @mentioned. End-users can not use the @mention functionality and can not be @mentioned in tickets.
For more information, see this article: Using CCs, followers, and @mentions