Using @ Mentions in Ticket Conversations
Written by Cameron Willemsen
Updated at February 25th, 2026
Overview
@Mentions make it easier for Advisors to notify and engage the right people within a ticket conversation. With this enhancement, both Internal and External Advisors can quickly bring someone into the discussion by tagging them directly in a note or message.
This feature is available on both Web and Mobile.
How @Mentions Work
Using @Mentions
- Type @ in any ticket conversation field to open a list of Advisors.
- As you type, the list automatically filters so you can quickly locate the correct person.
- Select a name to insert the mention and send them a notification.
WEB:
MOBILE APP:
Where You Can Use @Mentions
@Mentions are supported in:
- Public notes
-
Private notes
- If you are wanting to @Mention an advisor without sending the message to the customer, be sure to switch to private notes.
- Text chat input
- Email chat input
This feature does not change any existing communication flows or customer‑facing behaviors. Everything continues to work as it does today.
Notifications
When an Advisor is mentioned:
- They receive a notification under the bell icon.
- Notifications can be marked as read or unread for easy management.
- Clicking the notification takes them directly to the associated ticket.
WEB:
MOBILE APP:
To ensure you receive push notifications for @ mentions, go to your User Profile → Privacy & Notifications, and confirm that SMS, WhatsApp, and/or Push Notifications for “Mention in Tickets” are turned ON.
