---
title: "Fix Users Missing from Ticket Mention Suggestions | BoldDesk"
description: "Find out why a particular user is not showing in mention suggestions while replying or adding internal notes to tickets in Bolddesk system."
url: "https://www.bolddesk.com/faq/while-using-mention-in-ticket-reply-note-particular-user-is-not-showing-in-suggestions"
last_updated: 2026-07-22
---

-   Back to [Tickets](https://www.bolddesk.com/faq/tickets) Categories

-   Category : [Tickets](https://www.bolddesk.com/faq/tickets)

# Why a User Isn’t Appearing in @Mention Suggestions

Only **active agents** can be @mentioned. Additionally, **customers or contacts** who are added as **requesters** or **CC** on a ticket can also be @mentioned.

### Recent Posts

[Are private tickets visible to Contacts/Customers?](https://www.bolddesk.com/faq/are-private-tickets-visible-to-contacts-customers)

[What is BoldDesk?](https://www.bolddesk.com/faq/what-is-bolddesk)

[Can Custom Domain be mapped to Customer Portal?](https://www.bolddesk.com/faq/can-custom-domain-be-mapped-to-customer-portal)

[Can a not logged-in user view tickets?](https://www.bolddesk.com/faq/can-a-not-logged-in-user-view-tickets)

[Can I change the Resolution Due Date of a ticket?](https://www.bolddesk.com/faq/can-i-change-the-resolution-due-date-of-a-ticket)