Customer tag colleagues in comments

[Jerry O'Sullivan]

Hi 

Is it possible for customers to @ colleagues in public comments on service desk

For example could I comment "Looks good...can you test please @Bob@bob.com?

Or is there a way for all public comments go people the issue is shared with

Thanks

J

[Mikael Sandberg]

No, your customers cannot @ mention other customers. The recommendation I give my teams that are using JSM is to add the customer as request participant and then call them out in the comment.

[Jerry O'Sullivan]

Thanks @Mikael Sandberg  do you have any documentation on how this works?

[Mikael Sandberg]

Have a look at this KB, Jira Service Management Agent unable to "Mention" users in comment. In order to @ mention someone you need browse user permission, meaning that your customers would have to have an account on your instance, which would also mean they need a license.