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December 6, 2018 edited
Hi Kyle,
Thank you for reaching out to Atlassian Community! Currently, it's not possible to mention users and customer through the customer portal. We have a feature request suggesting the implementation of this ability: - https://jira.atlassian.com/browse/JSDSERVER-288 Please, click on vote and watch to receive updates about the feature.
As a workaround, you can use the format [~username] in order to mention customers.
Regards, Angélica
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