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 the 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.

 

Step by Step Instructions

  1. Go to the Ticket list in Agent Console.
  2. Click on the ticket you want to add a note.
  3. Switch to Note field.
    mention-feature-01.png
  4. Type @ to bring up the list of agents in your account.mention-feature-02.png
  5. Select the agent name from the agent list.
  6. Complete your message, then click the Add button.
  7. A note with @Mentions has been added.mention-feature-03.png
Note: 
  1. The @mentioned agent can view, edit and reply to 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.mention-feature-04.png

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 your search with this filter.

mention-feature-05.png

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.