Additional Tagging Abilities for Agent and Customers

mike.cammorata

Hello!

Couple requests revolving around being able to tag.

1. Requesting the ability to be able for Agents to tag participants who have not Reported the issue or commented on the issue (we currently have the ability to tag external customers who have reported or commented on the ticket).

3. Requesting the ability to for Participants/Shared With/Customers to tag each other or Agents within the same ticket. They currently cannot tag at all in any circumstance.

Thank you!
Mike 

Tagging Chase Wilson who I met with today and he recommended I tag John as well. @John Funk @Chase Wilson 

Angélica Luz

Hello @mike.cammorata,

Welcome to the Atlassian Community!

When it comes to mentioning, it’s only possible to mention customers that have permission to the ticket. 

For a customer to be able to view a ticket and receive notifications, they need to be the reporter, participant, or member of the organization the ticket was shared with. With this said, even if it was possible to mention customers not related to the ticket, they wouldn’t have permission to view it.

Regarding your second question, currently, the editor on the customer portal doesn’t allow mentions, so it’s expected that customers can’t mention other customers or agents. There is a feature request suggesting the implementation of this ability:

• Support mentions in Customer portal

Please, vote and also watch the ticket above to receive updates from our product team.

Kind regards,
Angélica