Why does tagging in internal notes not notify an agent in Zendesk?


4 Comentarios

  • Giovanna Chethuan

    Hello, Louie, it's me again :)

    I think this app can help you accomplish this idea, because it shows notifications in another panel inside the Support interface, avoiding the need to check the email for getting informed of which tickets is the agent tagged. 


    Also the agents can edit which kind of tickets they want to get those notifications, depending of its statuses. Take a look to the app in this link below


  • Chris H
    Zendesk Team Member


    To add to Giovanna's comment. If you @mention someone on a ticket it will pop up a notification to the user mentioned that looks like my below example.

    I hope this helps!

  • Ivan

    What about Zendesk Sell? I'm adding note via REST API, mention someone in content, but the notification doesn't appear. Should it work by adding note via API?

  • Laura Hippert
    Zendesk Team Member

    Hi Ivan - sorry about a delay in response here! Notifications for @mentions in Zendesk Sell get sent based on whether or not the user you are mentioning has these turned on. You can see our article on Setting up notifications in Sell to learn more! Keep in mind that notifications will only be sent if the person being notified is not the person creating the note. 


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