How do I use @mentions in Gather?
How do I turn @mentions on?
You can turn @mentions on or off in Gather settings. This feature is enabled on all accounts by default.
To use @mentions, you must enable user profiles in your help center. You can use @mentions in both public and private help centers, so long as user profiles are turned on.
Who can I @mention?
You can @mention any user who has a help center account and has posted or commented in the help center in the past. If a user has an account but hasn't posted or left a comment, they cannot be @mentioned.
How do I @mention a user?
To @mention a user, type the "@" symbol and begin typing their name or alias. Do not put a space in between the "@" symbol and the first letter of the user's name.
A picklist appears as you type the name of the user. You must type in at least three characters after the "@" symbol for the list of suggestions to appear.
If you have many users in your community with similar names, continue to type until the system can identify the correct user.
An @mentioned user receives an email notification whenever they are mentioned. Additionally, their name becomes a clickable link to the user's profile page in the help center.
For more instructions on how to use @mentions, see the article: Help center guide for end users.
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!
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
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?
@ mentions are tied to Help Center accounts, so you would have to mention individuals.
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
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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