Using @mentions



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Colleen Hall

Zendesk Documentation Team

Edited May 07, 2025


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18 comments

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. 

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Is it possible to use @ mentions in a comment made via the Zendesk API?

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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.

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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

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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? 

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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? 

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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.

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Same issue being seen for my team, so following this

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4734621635354 that would be great. Seems only admins can now do this.   

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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?

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