Admins can manage whether agents can invite other agents to collaborate publicly on messaging conversations to help solve a customer support request, even when the invited agents are not the assignees.
Agent collaboration is activated on all accounts by default.
This article includes the following topics:
See Collaborating on messaging conversations using @mentions for information on using this feature in the Agent Workspace.
About @mentions for messaging conversations
When agent collaboration for messaging is turned on by an admin, agents can use @mentions to add non-assignee agents to conversations as followers in a conversation. When an agent is added to a conversation in this way, they can:
- Add public replies to the conversation. Public replies are viewable by any agent or end user who can access the conversation.
- View and receive notifications for updates to the conversation.
When activated, this setting is applied to all agents with the following restrictions:
- Agents must be assigned both Chat and Support roles. See Setting roles and access in Zendesk Admin Center.
- Light agents, contributors, and Chat-only agents can't use @mentions. See About agent privileges and ticket access.
Agents the setting is not applied to will have the ability to collaborate publicly on all tickets that meet the following requirements:
- The ticket was created in a messaging channel.
- The ticket assignee is not empty.
- The agent has permission to edit the ticket. See About agent privileges and ticket access.
Activating and deactivating agent collaboration for messaging
The collaboration setting is active by default. You can turn it off or on as needed. When this setting is turned on, agents with the required permissions can send public replies to messaging conversations, even if they are not the assignees. They will also be notified of public updates to messaging conversations they follow via real-time in-app notifications.
To activate or deactivate agent collaboration for messaging conversations
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings. - Under the Settings tab, select Multiple agents can collaborate in
messaging conversations.
To deactivate, deselect this setting.
- Click Save tab.