i want to use @mention in automated responses and canned responses

[John Kiran Dasi]

i want to use @mention in automated responses and canned responses. How to achieve it?

Currently i am using  Atlassian cloud Jira .

I created an automation to check if any ticket was not responded by my team for every 10 minutes and will send an automated acknoledgment reply.
But in the automated reply , i could only send the issue creator name, but i could not mention his username such that the creator will get an email notification.

How to use @mention in the automated responses and canned responses in jira.

[Gabriela]

In a Comment on work item action, [~accountid:{{issue.reporter.accountId}}] renders as a real mention. Atlassian's own example uses the assignee, same shape. Two traps sit next to it. Skip {{initiator}}. That's whoever triggered the rule, so on a scheduled no-reply rule it lands on your automation user. Wrong person. The actor behind the rule also needs Browse Users and Groups, otherwise the mention renders fine and quietly notifies nobody.

Whether any of that helps depends on something you haven't said. Is the creator coming in through a customer portal? Then the mention is likely the wrong lever. Atlassian's cloud doc has internal notifications going to agents and admins only, never to customers, and being mentioned isn't among the things customers get notified about. A public comment is what reliably reaches a reporter. Set Comment Visibility to Share with customer and the Public comment added notification carries it, even to someone who opted out on the portal.

Canned responses are a dead end here. Agent UI only, nothing in automation inserts one, and the variables they do have are plain text. Work item reporter hands you the full name. Same wall you already hit.