Using @mentions

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<p id="docs-hc-snippet" style="display: none;">Agents and admins can add other agents to the tickets using @mentions. End users can't be @mentioned.</p>
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<p id="docs-ai-summary-content">Use @mentions to add agents to tickets by typing "@" followed by their name in comments. This feature is available in public and private comments, adding agents as CCs or followers based on your settings. Note that light agents and contributors can't use @mentions. Ensure custom roles have "View user profile lists" enabled to access and use @mentions effectively.</p>
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<p class="p">Agents and admins can add other agents to the tickets using @mentions. End users can't be
@mentioned.</p>
<p class="p">Light agents and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_pzw_3bs_qmb" target="_blank">contributors</a> can't use the @mentions
feature (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402-Understanding-and-setting-light-agent-permissions" target="_blank">Understanding and setting light agent
permissions</a>).</p>
<div class="p">This article includes :<ul class="ul" id="topic-1__ul_hls_3ld_55b">
<li class="li"><a class="xref" href="#topic_rvk_rh5_nvb">About @mentions</a></li>
<li class="li"><a class="xref" href="#topic_b1n_qkx_vy">Adding an agent with @mentions</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_nlf_nld_55b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836035866" target="_blank">CCs and followers resources</a></li>
</ul>
</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rvk_rh5_nvb">
<h2 class="title topictitle2" id="ariaid-title2">About @mentions</h2>
<div class="body">
<p class="p" dir="ltr">The following table describes how @mentions work and what to expect when you
@mention another agent. Your results may vary depending on what settings are enabled in your
Support account and whether you @mention someone in a public or private comment.</p>
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<th class="entry cellrowborder" id="d52e90" style="vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e92" style="vertical-align:top;">In public comments<p class="p">(public reply)</p>
</th>
<th class="entry cellrowborder" id="d52e97" style="vertical-align:top;">In private comments<p class="p">(internal note)</p>
</th>
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<td class="entry cellrowborder" headers="d52e90" style="vertical-align:top;">
<p class="p">If CCs and followers are enabled, and <strong class="ph b">Automatically make an agent CC a
follower</strong> is enabled.</p>
</td>
<td class="entry cellrowborder" headers="d52e92" style="text-align:left;vertical-align:top;">
<p class="p" dir="ltr">@mentioned agents are added as CCs and followers.</p>
</td>
<td class="entry cellrowborder" headers="d52e97" style="text-align:left;vertical-align:top;">
<p class="p" dir="ltr">@mentioned agents are added as followers.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e90" style="vertical-align:top;">
<p class="p">If CCs and followers are enabled, and <strong class="ph b">Automatically make an agent CC a
follower</strong> is disabled.</p>
</td>
<td class="entry cellrowborder" headers="d52e92" style="text-align:left;vertical-align:top;">
<p class="p" dir="ltr">@mentions are added as CCs.</p>
<p class="p" dir="ltr">@mentions are not added as followers.</p>
</td>
<td class="entry cellrowborder" headers="d52e97" style="text-align:left;vertical-align:top;">
<p class="p" dir="ltr">@mentioned agents are added as followers.</p>
</td>
</tr>
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<td class="entry cellrowborder" headers="d52e90" style="vertical-align:top;">
<p class="p">If CCs are enabled, and followers are disabled.</p>
</td>
<td class="entry cellrowborder" headers="d52e92" style="text-align:left;vertical-align:top;">
<p class="p" dir="ltr">@mentions are added as CCs. </p>
<p class="p">There’s no <strong class="ph b">Followers</strong> field, so @mentions are not added as followers.</p>
</td>
<td class="entry cellrowborder" headers="d52e97" style="text-align:left;vertical-align:top;">
<p class="p">@mentions are not added as CCs or followers.</p>
</td>
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</tbody>
</table>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_b1n_qkx_vy">
<h2 class="title topictitle2" id="ariaid-title3">Adding an agent with @mentions</h2>
<div class="body">
<p class="p">If you're an agent or admin, you can @mention other agents in tickets. </p>
<p class="p"><strong class="ph b">To add an agent with an @mention</strong></p>
<div class="p">
<ol class="ol" id="topic_b1n_qkx_vy__ol_rzq_gy2_bv">
<li class="li">Begin writing a comment (either Public reply or Internal note).<div class="note note">
<span class="notetitle">Note:</span> @mentions can’t
be used in tickets created from the Facebook or X (formerly Twitter) channels because these types
of tickets, and their comments, are plain text only.</div>
</li>
<li class="li">In the body of the comment, type "@" followed by the beginning of the agent's name.
<p class="p">For instance, if you want to include agent Jane Doe, type "@Jan".</p>
</li>
<li class="li">Select the agent you want to add from the autocomplete menu.<p class="p"><img class="image img-screenshot" id="topic_b1n_qkx_vy__image_hqw_rbf_bv" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/atmention_example.png"></p>
</li>
<li class="li">Finish composing your message, and click <strong class="ph b">Submit</strong>.</li>
</ol>
</div>
<p class="p">The agent mentioned is automatically CC'd on the ticket, and will receive all normal <a class="xref" href="#topic_h5l_1yb_chb">CC email notifications</a> for that ticket. If
they are logged in, the added agent sees a notification in the upper-right corner of the
Zendesk Support interface informing them that they were mentioned on the ticket. This
notification disappears after one minute.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> If you're using Support Enterprise with custom roles, ensure that the
setting <strong class="ph b">View customer lists</strong> is enabled in the custom role. Users need that setting
enabled to access the list of agents and use @mentions.</div>
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