Documentation

User mention

Author: Łukasz Strumiński

Created: today at 06:39. Updated: today at 06:39.

By mentioning someone in a comment, you can quickly draw the attention of another Agent, Coordinator, or Manager to a specific ticket—just 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.

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

• Email

Mentions are a tool that improves internal communication and allows you to work faster – without leaving the system.