Mention a teammate

When you need a colleague’s help on a ticket, mention them in an internal note. They are notified and start following the ticket.

Mention someone

1. On the ticket, choose Internal note.
2. Type @ and the first letters of a name. The Mention an agent list opens.
3. Use the arrow keys and press Enter, or click the name. Press Esc to close the list.
4. Finish your note and submit the ticket as usual.

You can mention several people in one note.

Who can be mentioned

Only active team members who can see the ticket. An agent who has no access to it is shown greyed out with Can’t see this ticket, and is not notified if their name ends up in the note.

Mentions work in internal notes only. A public reply never notifies anyone through a mention, so customer-facing text stays clean.

What the colleague gets

• A notification in the Notifications bell in the top bar: “Ana mentioned you on #1234”. Click it to open the ticket.
• The Agent mentioned email, with your note.
• A push notification on their devices, if they turned push on.
• They become a follower of the ticket, so they hear about later updates too.

You are never notified about mentioning yourself.

Read your mentions

Open the Notifications bell. Unread notifications are marked Unread; choose Mark all read to clear them. When there is nothing new, the bell says you are all caught up.

Related

• Manage notifications
• Reply or add a note
• CCs and followers