Key Features of Zendesk's @mention Functionality
What are the key features of the @mention functionality in Zendesk?
The @mention functionality in Zendesk comes with several key features designed to enhance the agent experience. Agents can invite non-assignee colleagues into conversations, view agent statuses to manage response time expectations, and receive notifications when they are mentioned.
Mentioned agents can send public replies and update ticket statuses, although they cannot mark a ticket as solved if the conversation is still active. Additionally, agents have the option to unfollow conversations to stop receiving updates. These features are available by default, making it easy for agents to start collaborating effectively.
More related questions
What is the new @mention feature in Zendesk messaging?
The new @mention feature in Zendesk messaging allows agents to collaborate more effectively by inviting other agents into conversations. This feature is designed to enhance the conversational experience by enabling multiple agents to work together…
How does the @mention feature improve agent collaboration in Zendesk?
The @mention feature in Zendesk messaging improves agent collaboration by allowing multiple agents to participate in a single conversation. This means agents can quickly get help from colleagues without transferring tickets back and forth, involve…
Do I need to configure settings to use the @mention feature in Zendesk?
No configuration is needed to use the @mention feature in Zendesk messaging, as it is enabled by default on all accounts. This means agents can start using the feature immediately without any additional setup in the Admin Center. The feature is…
Can agents reply to conversations they are not assigned to in Zendesk?
Yes, in Zendesk, agents can reply to conversations they are not assigned to, thanks to the new @mention feature. This allows for greater flexibility and collaboration, as any agent can contribute to a conversation if needed. However, it's important…
How can I opt out of the @mention feature in Zendesk?
If you prefer not to use the @mention feature in Zendesk, you can opt out by adjusting the settings in the Admin Center. Navigate to Objects & Rules > Settings > Agent Collaboration for Messaging to disable the feature. This allows you to maintain…
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