Invite Non-Assignee Agents to Zendesk Conversations
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, finish your message, and click Submit. The agent will be added as a follower and notified in the Agent Workspace. This allows them to view and participate in the conversation.
More related questions
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…
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 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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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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