By mentioning someone in a comment, you can quickly draw the attention of another Agent, Coordinator, or Manager to a specific ticketâjust use the @ symbol and then select the person from the list.
Why is it worth using mentions?
- Speeds up responses to more difficult issues that require consultation,
- Makes it easier to convey context without having to write separate messages,
- Ensures that important information does not slip through the cracks.
Using the @ symbol or the button in the text editor, we can call up a list of Agents who have access to a given queue:
After selecting a user from the list, they will be highlighted as a call to the mark function.
The mentions work only within internal comments in the ticket.
After saving a comment in the system, the mentioned user will receive a corresponding notification in the quick navigation menu:
After clicking on the notification marked User, you will be redirected to the relevant ticket. Once read, the marking will no longer be highlighted in bold.
To remove read marks, click the button .
Additionally, each User can enable additional browser and email notifications:
- Browser-based