@mention and followers do not load, forced @mention does not trigger an email notification
We are experiencing a number of issues around @mentions in tickets, Followers, and email notifications for all of the above consistently failing.
- frequently cannot @mention an agent in an internal note by name (the @mention popdown displays a loading icon, but never populates a list of agents)
- same issue as above when attempting to manually add an agent as a Follower
- if you do finally manage to manually add a follower to a ticket, that follower will randomly drop back off the ticket upon Save
The only work-around I've found is to use @email@domain.com as the mention string (instead of @name). This seems to more frequently populate the tag correctly. However, even using this workaround, team members are frequently not being automatically added as a Follower and additionally, they are not receiving an email notification from the mention.
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Hi Harper,
Our Team might need to take a closer look into your issue. I created a ticket on your behalf. I'd be waiting for your reply via email -
We are experiencing the same issue. It started a few weeks ago. @mentions randomly not loading as ticket followers. We've had several instances where light agents have not received responses (via Internal comments) and are having to chase up. I've instructed my agents to check that @mentions are being added as followers, but may have to advise them to stop using @mentions until the issue is resolved.
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Hi Andrew,
I also created a ticket on your behalf. I'll look forward to your reply via email
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Hi Cheeny Aban,
A colleague of mine is also experiencing this. Is there any solution already or is root problem which causes this known?
Regards,
Ron
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Hi Ron,
There is an ongoing bug regarding this issue. Please have your colleague initiate a conversation with us so we can further check -
Hi Cheeny Aban
A ticket was created already #10045635 but advice was to clear cookies. I'll add this post to that request.
Regards,
Ron
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