We’re introducing @Mentions in ticket conversations, making it easier than ever for Internal and External Advisors to notify and engage the right people at the right moment.
With this enhancement, simply type @ in a ticket to see a list of Advisors. As you continue typing, the list automatically filters so you can quickly find the person you need. Selecting an Advisor sends them a notification directly linked to the ticket.
Mentioned Advisors will receive an alert under the bell icon, where notifications can be marked as read or unread.
@ Mentions work in both public and private notes and are supported in text and email chat inputs. This update does not change any existing communication behavior for Advisors or Customers; everything continues to function as it does today.
Available on both Web and Mobile apps.
Value
- Improves internal collaboration and response time
- Helps ensure important messages aren’t missed
- Supports coaching, escalation, and task delegation
Web Screenshots:
Mobile Screenshots:
