Using @mentions

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  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    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? 

    "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."

  • Maximilian Fixl

    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.

  • Anne Ronalter
    Zendesk Customer Care
    Hello Maximilian,

    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.
  • Jake Warren

    Is it not possible to use @mentions in macros that are internal comments?

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Jake,
    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!
  • Chris Reid


    Is there any setting that I can enable that will only CC a user when mentioned and not send them an email for every update on the ticket?  

  • Mike DR
    Zendesk Customer Care
    Hi Chris!
    You can create a trigger that would only notify the requester or assignee and not include the CC'd users:

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