How to Use @mentions in Zendesk Tickets
How do I use @mentions in Zendesk tickets?
To use @mentions in Zendesk tickets, simply type '@' followed by the agent's name. This feature allows agents and admins to add other agents to tickets, but not end users.
Start by writing a comment in either a public reply or an internal note. Type '@' and begin entering the agent's name, such as '@Jan' for Jane Doe. Select the agent from the autocomplete menu, finish your message, and click Submit. The mentioned agent will be CC'd on the ticket and receive notifications. Note that @mentions can't be used in tickets from Facebook or X (formerly Twitter) channels. For more details, check theoriginal link.
More related questions
Can end users be @mentioned in Zendesk?
End users cannot be @mentioned in Zendesk. The @mentions feature is reserved for agents and admins to add other agents to tickets. This functionality is designed to facilitate internal communication and collaboration among support team members. If…
What happens when I @mention an agent in a public comment?
When you @mention an agent in a public comment, they are added as a CC and follower if certain settings are enabled. If both CCs and followers are enabled, and the setting to automatically make an agent CC a follower is on, the mentioned agent…
Can I use @mentions in Zendesk macros?
Currently, @mentions cannot be used in Zendesk macros. The feature requires manual selection from an autocomplete menu. While macros can automate many tasks, @mentions need to be manually entered by typing '@' followed by the agent's name and…
How can I manage notifications for @mentions in Zendesk?
To manage notifications for @mentions, you can create triggers to customize who gets notified. By default, mentioned agents receive email notifications and see a notification in the Zendesk interface. If you want to limit notifications, consider…
Why can't I see a list of tickets where I was @mentioned?
Currently, Zendesk does not offer a built-in feature to view a list of tickets where you were @mentioned. While you receive notifications when mentioned, these disappear after a minute. Some users have requested a dashboard or view for managing…
What should I do if @mentions stop working in Zendesk?
If @mentions stop working, try performing a hard browser refresh or clearing your cache and cookies. Sometimes, issues with @mentions can arise due to browser settings or recent updates. If refreshing doesn't help, check with your admin to ensure…
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