Possible Queries :
- Unable to mention any user inside a Private Note
- The @ mention option to notify agents does not work
Resolution Path :
Agents can use the ‘@‘ functionality and notify other agents inside a private note.
Whether you’re notifying a new agent via ticket or simply want to collaborate with multiple agents, this new feature allows you to save time and get things done easier. When you mention an agent inside a private note, the agent will get an email/desktop notification about the mention and the agent will be able to view the note.
Note: In case the agent who is mentioned has restricted access, the agent will just get tagged but will not be able to view or access the ticket.
In case this functionality does not work as expected, we can capture a Videograb, and raise a support L2 ticket. It could be due to a Bug, or a Downtime.
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