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Notification when tagged in an internal note

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Kelsey Baines

Posted Jan 22, 2025

I want to create a notification when I am tagged in an internal note, I also want to receive a notification when a new internal note is created in a ticket I am following or assigned to. Can someone please advise the exact steps required to manage this? Also can this be managed at the user level or does it need to be applied for all users? 

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    Axel Mora

    Kelsey, 

     

    Check out the following article - Using @mentions that can meet your needs of notifying when tagged in an internal note. In the article it mentions the following, 

     

    The agent mentioned is automatically CC'd on the ticket, and will receive all normal CC email notifications for that ticket. If they are logged in, the added agent sees a notification in the upper-right corner of the Zendesk Support interface informing them that they were mentioned on the ticket. This notification disappears after one minute.

     

    Hope that helps get you on your way!

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    Shawna James

    Community Product Feedback Specialist

    Hey Kelsey,
     
    Thank you for taking the time to provide us with your feedback. Please check out Axel's feedback and let us know if that is helpful for your use case. Thank you again!

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