The @mention feature allows you to notify an agent who may or may not be a part of the ticket. @mention can be used in public messages or private notes. @mentioned users are automatically added to watchers in the tickets.
For @mentioning an agent, open the ticket Reply/Notes editor and type @ symbol followed by some starting letters of the agent’s name to get a list of suggested agents and select an agent from the list for @mention.
@mentioned users are added to watchers. So, they receive email notifications as watchers.
- If an agent who has been @mentioned doesn’t have appropriate permission to view the tickets in the agent portal, the agent will only receive notifications via email. An agent can unsubscribe from the notifications by Unwatching a ticket.
- Only agents can be @mentioned. The contacts or customers cannot be @mentioned.