BUG: A mentioned agent is not added to the Followers list under Internal Note.

3 댓글

  • Nicole S.
    Zendesk Community Team

    Thanks for reporting this, Yaniv. We've passed it along to the product manager for this area; she'll reach out with any questions.

    0
  • Craig Bailey

    We're seeing this behavior more and more ourselves. and it's random to the point I've advised all agents to not use it for now as vital communications are being missed.

    Just this week I have two critical "mentions" in private notes that  were 

    a) Not added as a follower.

    b) They were NOT NOTIFIED by email. The mention remains is in the private note, but no record of notification when I look at ticket events.

    1
  • Carl McDowell
    Zendesk Customer Advocate

    Hi Craig Bailey,

    I am going to open a ticket for you regarding the problem you are having so I can collect some account specific information. You should receive an email shortly stating the ticket has been created.

    0

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