How do I use the @Mentions feature in Comm100 Ticket?

When you are working on a ticket, you may need to get other agents involved if you want them to follow up with a case and reach out to the customer. The @Mentions feature in Comm100 Ticket system allows you to collaborate with other agents more efficiently and keep them in the loop by using a simple @ symbol in your ticket Note field.

Mention Site Agents with @ Symbol in Note Field

1. Go to the Ticket list.

2. Click on the ticket you want to add note.

3. Switch to Note field.

   

4. Type @ to bring up the list of agents in your account.

   

5. Select the agent name from the agent list.

6. Complete your message, then click Add button.

   

7. A note with @Mentions has been added.

   

Note:

1. The @mentioned agent can view, edit and reply the ticket regardless of whether they have the correct permissions or not.
2. You can @mention multiple agents in one note.
3. If you @mention to other agents, their name is highlighted in Blue. The @mention to you is highlighted in Red.
   

Get Notified When You Have Been @Mentioned

We have created a default @Mentions Filter to display all the open tickets in which you have been mentioned. You can further customize this Filter as per your needs. A new @Mentions Condition has been added for you search with this filter.

When you are @mentioned in a ticket note, an @ icon will be displayed in Filters List and Ticket List. It allows you to get notified and to easily locate the ticket that requires your attention.

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