Suite | Team, Growth, Professional, Enterprise, or Enterprise Plus |
Support | Team, Professional, or Enterprise |
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 (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.
18 comments
Alice
There should be a way to use the @mentions feature without getting the follower emails, as a way to have internal collaboration within the ticket, and not get bombarded with ticket update emails.
0
Devin Duer
Is it possible to use @ mentions in a comment made via the Zendesk API?
0
Stephanie Salsini
Does this also work for Gather? I'm able to @mention admins in help center tickets, but I'm running into an issue with not being able to @mention admins in discussion posts in my community. I have a ticket out for this but am hoping to get assistance quicker.
1
Etienne Brunet
Hello,
When we use @mention in the web version, the person who is @mentioned does indeed receive the ticket notification by email. However, if we do exactly the same thing in the Zendesk Support application (on iOS or Android), the @mentioned person does not receive any notification.
Do you know what could be causing this?
Thank you
1
Sergi Salillas Albareda
I am a bit lost, how can an agent get a notification sent by mail when this agent gets @mentioned in an internal note? I built a trigger for it but mail does not get sent. There is a simpler way?
1
Tim Wispelaere
Hi @mike DR
I have tried to change the triggers. but all i can do is either notify them all the time or never.
is there a way to do it like 4798815876122 mentioned to do it only the first time?
1
Colleen Hall
Hi 4624484433050 , Thank you for your patience! Just wanted to let you know that a fix has been deployed for the issue with @ mentions in Support. It's recommended that you perform a hard browser refresh or clear your browser cache and cookies before testing again.
0
BJ Marks
Same issue being seen for my team, so following this
0
Jeremy Minor
4734621635354 that would be great. Seems only admins can now do this.
0
Colleen Hall
Hi 1267690890509 , I'm not aware of any changes but I'm checking on this and will let you know. Would you like me to open a ticket for you in the meantime?
0
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