Hello @[deleted],
Welcome to the Atlassian Community!
When it comes to mentioning, currently, this feature is not supported in the customer portal. With this said, customers can’t mention other customers or even agents in the comments.
There is a feature request suggesting the implementation of this ability:
Please, click on vote and also watch to receive updates from our product teams.
For now, if they need that someone receives a notification about the ticket, they can use the “+ Share” button in the request, so their teammates will be added as request participants.
Kind regards,
Angélica
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