Collaborate with Colleagues Using @mentions in Zendesk
How can I collaborate with colleagues using @mentions in Zendesk?
You can collaborate with colleagues in Zendesk by using @mentions to add them as followers to a conversation. This feature allows agents to request input from other agents, involve specialists, or let experienced agents shadow new ones without reassigning the conversation.
To use @mentions, ensure that agent collaboration is enabled by an admin. You can invite colleagues by typing '@' followed by their name in an internal note. This adds them as followers, allowing them to view and receive notifications for updates, and add public replies. For more details, check theoriginal link.
More related questions
Who can use the @mentions feature in Zendesk?
The @mentions feature in Zendesk can be used by any agent or admin with edit permissions on a conversation. However, light agents, contributors, and Chat-only agents cannot use this feature to add followers. Agents added via @mentions can…
How do I invite a non-assignee agent to a Zendesk conversation?
To invite a non-assignee agent to a Zendesk conversation, use the @mentions feature in an internal note. Start by selecting 'Internal note' in the composer, then type '@' followed by the agent's name. Choose the agent from the autocomplete menu,…
How can I remove an agent from a Zendesk conversation?
To remove an agent from a Zendesk conversation, any agent or admin with edit permissions can do so by accessing the Agent Workspace. Simply click the delete button (X) next to the agent's name in the Followers list. This action will remove the…
What notifications do agents receive when @mentioned in Zendesk?
When an agent is @mentioned in a Zendesk conversation, they receive notifications in the Agent Workspace. Initially, a notification appears in the upper-right corner for 10 seconds, allowing them to click 'Reply' to view the conversation….
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