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Customer wants to mention/tag agents

Tom Ash
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March 7, 2024

Our customers would like to be able to @mention our agents in comments on tickets they have raised.

At present, they can @mention people who are within their customer organisation, but not any of our support agents.

There are various situations where this would be useful for the customers, when they wish to talk to a specific agent who has domain knowledge that can help them.

Is this possible?  If not, do you have suggested workflow workarounds?

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1 vote
Marc Koppelaar
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March 7, 2024

Hi @Tom Ash 

Welcome to the community.

Unfortunate this is not possible, only licensed users can mention agents.

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