Is there any way you can @ (at) any customer in a comment?

Question

In a comment, I know that you can @ (at) users who are either (a) agents or (b) customers who have previously commented on the issue.

Is there a way to @ customers who have not previously commented on the issue?  Even if you add customers to an issue via Request participants, you cannot @ them.

Ideally, we could @ any customer, and doing so would automatically give the customer access to see and comment on the issue.

Jason Freeman · Answer

Adam, through the Request Participants feature, I can already add literally anyone to an issue, and they will be notified that they've been added to the issue. They get an email letting them know.

Example: we have about 200 users, and only 10 are licensed. I can add all 200 to an issue, and all 200 can freely collaborate on an issue -- without any license. They can add comments and attachments without a license.

Once they make at least one comment, I can @ them.

So the capability already exists. I'm pretty sure I could make an automation rule to add everyone to every issue so that I could @ them, but I don't see why that should be necessary.

I guess what I am saying is that if this is a licensing issue, it's not a very powerful one when the capability is already in place and can be this easily worked around.

Adam Black_n80xfd · Answer

Jason,

that goes on to my point that you want to @ people who aren't on the ticket. This is a capability reserved for licensed collaborators.

Else, you could just use @ and get unlimited collaborators for free.

Jason Freeman · Answer

Adam, we can already add an unlimited number of users to an issue and even @ them if they make a comment on the issue, without any of the users being licensed at all.

All I'm trying to figure out is a way to @ them without them having to make at least one comment first.