Mentions: How to add !mentions function to your Zendesk

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31 comments

  • Avatar
    Andrew Mills

    To use the @team function, simply create a trigger for all members of the team and use the text condition with @yourteamname

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    Colin Piper

    Thanks for the useful tip Andrew

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    Jessie - Community Manager

    Great tip! Thanks for sharing. :)

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    Jennifer Rowe

    Love the tip, Andrew! Thanks for posting it!

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    Blake Robertson

    Did the same thing...

    Two additional tips

    1. Use a special suffix in the Subject like "MENTIONED {{ticket title}}"

    2. In the email body add something like -NoArchive-

    I use the -NoArchive- text so I can ensure that my gmail filter which applies labels and skips my inbox for support tickets (I like having a log in gmail... so when i search for a customer everything is there... but don't want it to clutter my inbox)...

    The reason for the unique subject is so that it doesn't get threaded with ticket replies afterwards.  If you want to follow it click follow when in the ticket.

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    Jessie - Community Manager

    Hey Blake! Thanks for adding your input to this! :)

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    Ray Roocroft

    Fantastic tip here guys, always wondered whether it would be good to place on and how easy - much appreciated!

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    Andrea Saez

    quick question

    you say use @yourname - would that be first name or first and last? 

    So for me, should it be @andrea or @andreasaez ? or @andrea_saez ?

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    Andrea Saez

    oh nevermind, i just saw there's an alternate string option.

    i'm going to test this!

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    Matthew Briley

    I put this in place for our team a couple of months ago and everybody loves it! We used to add internal people as CCs but would always forget to remove them afterwards. Now, we can simply and easily shoot a one-time message to the person we need information from.

    I put in 3 different versions of possible strings for each user so that almost any logical combination would work (using my name as an example):

    1. @matthew
    2. @matthewbriley
    3. @mbriley

    We have several people with the same first name, so I simply didn't include Option #1 for those users.

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    Ray Roocroft

    Good shout there Matthew! I did the exact same - I put as many variations as I could, so for me it went as far as:

    @ray

    @rayroocroft

    @ray.roocroft

    @ ray.roocroft@yudu.com

    @raymond

    @raymondroocroft

    @ raymond.roocroft@yudu.com

    Of course there was a slight variation when people had the same name or common names.

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    Jessie - Community Manager

    Matthew and Ray, thank you so much for chiming in with your solutions! I'm sure lots of people will find them helpful. :)

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    Frank Mile

    Great opportunity. If name standardization issue is resolved.

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    Andrew Mills

    @frank - there is no name standardization issue - you list the variations you require to cover for your agent in the triggers you create - ie. it is as specific or all-encompassing as you make it :-)

    If Zendesk implement this as a inbuilt option what would be really good would be a predicter function - just like in 'buddypress'. However - this wouldnt work for the end user or some agents (who use email etc). 

    Ray's variations seem to cover most possibilities :)

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    Jake Holman

    Hey guys,

    Totally hi-jacking this thread (sorry Andrew!).

    So we're poking around this to see how we'd like to design this out, to be able to get this into the product proper.

    Which of these two make the most sense? Why? Argue:

    • If you were @mentioned in a ticket comment (or a forum post), would you expect to be notified once, or cc'd on that ticket/post for all future updates?
    • If you were @mentioned in a ticket comment (or forum post), how would you expect to be notified? Email? In Zendesk? Push notification? Other?

    Thanks guys!

  • Avatar
    Andrew Mills

    Hey Jake - great to see your smiling face :-)

    My two pence...

    I would say 'once only' and via email - it could also be good for this to appear in the update stream though.  

    To CC or not to CC: It may be a idea to have an option per agent whether they want to be auto-CCed or not when mentioned. Default to the less annoying one :)

    An option in the email to 'follow' and be added as a CC would be good (though CC is bad news for me - I delete CCs often)

    Content: I think I would lean toward full content.  Once again, options rule the day - allow us to configure the notification content (I have this option already running of course - using triggers)

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    Plamen

    Hi,

    would be great to see the mentions functionality been added as official feature. 

    It would also be great if you add some sort of Notifications area, where every agent can see:

    1. mentions of his name
    2. notifications on updates of tickets where he is assigned
    3. notifications of ticket assignment

    At least in our organisation we are trying to reduce the mail usage to minimum, and using the e-mail to be notified for anything happening in Zendesk (except maybe SLA breaches) is needless as we anyway keep Zendesk in front of our eyes most of the time and notifications there would be easily seen.

     

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    Matthew Briley

    @Jake:

    Here's my opinion:

    1. We use @mentions to shoot a one-time message to another user, so we definitely wouldn't want to be CC'd (we would just have to remove them anyway)
    2. We use the Zendesk Web-portal 99.9% of the time and we really dislike emails, so I'd love to get more notifications from inside Zendesk. I'd understand a summary email if the user hasn't been online for a period of time, but notifications from inside Zendesk is definitely option #1 for us.
  • Avatar
    Plamen

    +1 for getting more notifications inside the Zendesk web app, instead of mail.

     

    At the end of the day Zendesk is a replacement of the e-mail.

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    Matt Zaglin

    I would love for the 'add CC' to be a configurable option on an @ mention (trigger / automation with different conditionals available).  For example, if an agent @ mentions me when working a VIP person / VIP ticket, I'd want to be kept abreast of any/all updates until the ticket is resolved.

    As far as how I'd be notified:  I'd like to see (configurable/choosable with conditionals): Email, Push, SMS, Slack

     

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    Plamen

    Any expectations to see this feature in next releases?

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    Jake Holman

    Yep, there's this other thing we have to finish first though.

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    Akshath Sapalya

    Hi Jake .. we would like to get push notifications inside Zendesk rather than emails. Our agents are logged into Zendesk at all times. Emails will be ineffective. 

    Agents can use the CC feature if they need to copy other agents anyway.

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    Jessie - Community Manager

    Hi Akshath!

    Have you seen our Chrome extension? It's not quite the same as in-product push notifications, but it might work for you! Check it out here: Zendesk Activity Stream.

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    Amanda Winston1

    Hi Jake - we would love to see mentions implemented in Zendesk and would want them to result in an email notification.

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    Amanda Winston1

    Hi Jake!

    It sounds like this is already on the Zendesk roadmap.  Any chance you can share what quarter of 2016 we might be able to expect this ?

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    Mike Lynch

    Thanks for the tutorial. We implemented this @mention feature using triggers, but instead of email notifications, some of our users preferred to be notified via a Slack message. In case anyone else is interested in being notified via Slack from a Zendesk mention (in place of an email notification):

    1. Create a Incoming webhook in your Slack account and title it "Zendesk Mentions", and even upload a custom Zendesk icon, if you wish.
    2. In your Zendesk account got to Admin-->Extensions-->Add a target
    3. Add an HTTP target with the following and click submit:
           a) Title: "Slack notification"
           b) url: paste in the custom webhook url generated by Slack when you created the "Zendesk Mentions" incoming webhook
           c) Method: POST
           d) Content type: JSON
    4. When creating a trigger you now have the ability to choose "Notify target: Slack notification"
    5. We added this formatted JSON to notify users in Slack. You can customize this message to your liking by adding/removing Zendesk placeholders and using Slack's Advanced Message Formatting
    6. Note: Using the JSON provided, all notifications will be delivered in Slack to each user via the private @slackbot channel. You can change this post to a public channel if you wish.

    Hope others find this helpful!

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    Jessie - Community Manager

    Hey Mike!

    This is a fantastic tip! If you feel so inclined, we'd love it if you'd post about it our Tips & Tricks section so it's easy for everyone to find. We'll send you swag!

  • Avatar
    Andrew Mills

    I've modified this tutorial to work for those who do not want to use the inbuilt @ function (inbuilt function adds mentioned user as a CC - see release notes here)

    To fix existing setups of this, change all triggers to use !mentions format instead of the original @mentions and of course, advise agents of the change.

     

  • Avatar
    Mike Bishop

    Is there still any way to trigger email notifications to agents when they are mentioned with the @ symbol?

    One of the issues we're facing is that @mentions pop up a nice auto-complete menu as they are typed, ensuring the agent chooses exactly who they want. Using !mentions does not, so you have to ensure it's typed right the first time.

    I do understand that this will cause the agent to be added to the Cc list as well, that's fine. Just trying to figure out of there's any way to also trigger an email notification this way still too?

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