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With the recent changes with the editor in the customer portal, the editor also changed and testing on my local site the workaround still works if mentioning an agent.
It will not show the full name, the comment in the portal will show [~username] after it's saved, but the notification informing that the user was mentioned works.
We have feature request suggesting the implementation of the ability to use mention in the customer portal:
Please, click on vote and also watch to receive updates about the feature.
I wanted to confirm that this appears to be a bug. This was working for our Service Desk customers up until about a week ago. Now when they use the \[~username\] format to mention people - it doesn't indicate to them that the user they are mentioning was alerted. Also, we as agents are not seeing the alerts.
This feels like a bug and although I voted on the linked requests, I'm not sure they truly fit with what Hoa reported above.
JSDCLOUD-288 - this was created in 2014 and is more about using the @ feature rather than at mentioning people with the \[~username\] format.
JSDCLOUD-8026 - this lists the ability to at mention as a suggestion, whereas what we're reporting this as a bug. The feature worked as Hoa describes it above until recently.
What can we do to get this bug resolved, so that our customers can work with the portal in the way that has worked for a couple of years now?
I do understand that it seems a bug, but customers were never able to easily mention users and customers in the customer portal.
The [~username] was a workaround because when we use @ nothing happens in the portal, that's why that feature is open since 2014 and also that's the reason why a new feature was created.
The workaround is not working anymore because the editor in the portal has changed.
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