@ mention agent Groups


  • Martin Cubitt



  • Nicole Saunders
    Zendesk Community Manager

    Thanks for taking the time to type up this feedback, Brian!

    Martin, do you have any additional details or anything you can share about your use-case to help the product manager understand the issue? 

  • Josh Dronzek


  • Franz Lange

    We work with certain groups within our team: business support and field service, for example. We currently have to mention each name individually. If we had the option to mention @FieldService, it would make our work easier because we would know that we are reaching all staff members who are within that group.

    So +1.

  • sphen

    Franz Lange Of course this would be ideal to have natively, but in the meantime, perhaps you can build this yourself via trigger? If internal comment is added, and comment contains the word/string "@FieldService" then notify the group. (perhaps use macros to make sure nobody mistypes it)


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