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Service Desk customers can't use 'Mention' functionality?

Miyoung Mary Kim

Hi,

We use Jira Service Desk with our customers who are internal staff of our organization. When they leave their comments, they are not able use 'Mention' functionality. Is this not available for Customers?
Also some customers have 'Viewer' role in Internal Access within this organization. However, 'Viewer' role can't use the Mention functionality either. The icon of Mention @ seems not displayed for them.

Can you please help me to solve this issue?

Thanks!

Accepted answers

Angélica Luz

Hello Miyoung_Kim,

Thank you for reaching out to Atlassian Community!

The editor in the customer portal is different from the one available for agents, so currently, it's not possible for customers to mention agents or other customers in the portal.

There is a feature request suggesting the implementation of such ability:

Support mentions in Customer portal

Please, click on vote and watch to receive updates about the feature.

Regarding the role Viewer, testing on my local site, the viewer can mention other people on internal comments.

Are the "Viewer" customers members of default groups that give access to Jira?

Regards,
Angélica

All comments

Angélica Luz

Hello Miyoung_Kim,

Thank you for reaching out to Atlassian Community!

The editor in the customer portal is different from the one available for agents, so currently, it's not possible for customers to mention agents or other customers in the portal.