Understanding @mentions in Zendesk Messaging
What are @mentions in Zendesk messaging conversations?
@mentions in Zendesk messaging allow agents to invite other agents to join a conversation. When an admin enables agent collaboration, agents can use @mentions to add non-assignee agents as followers in a conversation. These agents can then add public replies and receive notifications about updates. However, only agents with both Chat and Support roles can use @mentions, and certain roles like light agents and Chat-only agents are excluded.
More related questions
How can I activate agent collaboration for messaging in Zendesk?
Agent collaboration for messaging in Zendesk is activated by default, but you can manage this setting as needed. To activate or deactivate it, go to the Admin Center, click on 'Objects and rules' in the sidebar, then select 'Tickets > Settings'….
Who can use @mentions in Zendesk messaging?
In Zendesk messaging, only agents with both Chat and Support roles can use @mentions to collaborate on conversations. Light agents, contributors, and Chat-only agents are not permitted to use this feature. This ensures that only agents with the…
What are the requirements for agents to collaborate on messaging tickets?
For agents to collaborate on messaging tickets in Zendesk, the ticket must be created in a messaging channel, the ticket assignee must not be empty, and the agent must have permission to edit the ticket. These conditions ensure that only authorized…
How do I deactivate agent collaboration for messaging in Zendesk?
To deactivate agent collaboration for messaging in Zendesk, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, and select 'Tickets > Settings'. Under the Settings tab, deselect the option 'Multiple agents can collaborate in…
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