Agents and admins can add other agents to the tickets using @mentions. End users can't be @mentioned.
Light agents and contributors can't use the @mentions feature because it adds a CC to the ticket, which they don't have permission to do (see Understanding and setting light agent permissions).
About @mentions
The following table describes how @mentions work and what to expect when you @mention another agent. Your results may vary depending on what settings are enabled in your Support account and whether you @mention someone in a public or private comment.
| In public comments (public reply) |
In private comments (internal note) |
|
|---|---|---|
|
If CCs and followers are enabled, and Automatically make an agent CC a follower is enabled. |
@mentioned agents are added as CCs and followers. |
@mentioned agents are added as followers. |
|
If CCs and followers are enabled, and Automatically make an agent CC a follower is disabled. |
@mentions are added as CCs. @mentions are not added as followers. |
@mentioned agents are added as followers. |
|
If CCs are enabled, and followers are disabled. |
@mentions are added as CCs. There’s no Followers field, so @mentions are not added as followers. |
@mentions are not added as CCs or followers. |
Adding an agent with @mentions
If you're an agent or admin, you can @mention other agents in tickets.
To add an agent with an @mention
- Begin writing a comment (either Public reply or Internal note).Note: @mentions can’t be used in tickets created from the Facebook or X (formerly Twitter) channels because these types of tickets, and their comments, are plain text only.
- In the body of the comment, type "@" followed by the beginning of the agent's name.
For instance, if you want to include agent Jane Doe, type "@Jan".
- Select the agent you want to add from the autocomplete menu.
- Finish composing your message, and click Submit.
The agent mentioned is automatically CC'd on the ticket, and will receive all normal CC email notifications for that ticket. If they are logged in, the added agent sees a notification in the upper-right corner of the Zendesk Support interface informing them that they were mentioned on the ticket. This notification disappears after one minute.
5 Comments
If we don't want Auto-cc for @ mentions on tickets, is there a way to see a ticket I was @ mentioned on yesterday or last week?
The same issue/question exists with our handling of mentions. Is there a way to get an overview of "my mentions" without monitoring emails?
Certainly topics like "my completed mentions" are also interesting. A general management on a dashboard of my mentions and as admin an overview of mentions per agent are also very interesting.
thank you for your Feedback, unfortunately, this is currently not possible.
I have also found the following Community post about this topic:
Create a Zendesk view with "mentions"
Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more votes/comments a post gets, the higher the chance that the feature will be added in the future.
Is it not possible to use @mentions in macros that are internal comments?
Currently by default design the @mention feature works by the Agent typing the @symbol then letters which will result in the agent names being displayed from the auto complete menu.
The agent then needs to manually select which agent they wish to use from the @mention auto complete menu. I'm afraid it currently isn't possible to use this feature within Macro's. I feel like this would be good to point out to our developers in our Product Feedback forums as a feature request that you would like to see in the future!
I hope this answer your question. Thank you!
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