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How do I use @mentions in the community forum at Zendesk?



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Nicole Saunders

Zendesk Community Manager

Edited Jul 20, 2023


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8 comments

Hi All,

is the rule for comments/posts applied consistently or has anyone noticed any exceptions? 

We are just about to start utilizing Gather Legacy and the @mention functionality seems a bit random. It gets resolved if the person I couldn't find posts on the board but that still doesn't explain some of the people I was able to @mention as well as those I couldn't.

Have the fix, so not a big deal - am just curious. Thank you!

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Hi Daniela,

As far as I know the rules are applied consistently, but if you see something amiss, I'd suggest contacting our support team so they can help you troubleshoot: Contacting Zendesk Customer Support

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Is it possible to @mention a specified group instead of an individual? For example, if I wanted to make sure the whole agent team sees a specific post? Or do I have to @mention each individual?

Thank you!

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Nicole Saunders

Zendesk Community Manager

Hi Carrie, 

@ mentions are tied to Help Center accounts, so you would have to mention individuals. 

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Thank you Nicole, this would be a great feature, as we are trying to reduce all the group emails with these posts. 

Thank you for considering this feature request

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Nicole Saunders

Zendesk Community Manager

Hi Carrie - 

Our official intake for feature requests is in the community; product managers aren't subscribed to the articles in the knowledge base (which is where this is.). Here's information on how to write an effective feedback post, and you'll want to post it to the topic Feedback - Community Forums (Gather)

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To get our community more engaged after initially enabling it, we were hoping to be able to @mention any of our users with accounts to encourage them to join conversations. Is there any way to do this as they wouldn't have posted at all obviously when the community is first activated?

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Nicole Saunders

Zendesk Community Manager

Hey Jeremy - 

This is a limitation of the product. Users have to have posted at least once before they can be mentioned.

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