How can I @mention users outside of jira-users?

[kristopherw]

We have a help desk portal which serves our whole company. Our IT organization and some key users are are the jira-users group. The rest are only in users.

I am unable to @mention any user who is not in the jira-users group, but I often need to @mention regular users. I do not want to add these users to the jira-users group. How can I still @mention them?

Thanks!

Kris

[kristopherw]

I want to clarify that I cannot mention them even on help desk tickets that they can create, view, and comment on. I can add them as watchers but I cannot @mention them.