4.6 @Mention

Owned by SUPPORT
Nov 03, 2024
2 min read

When you are working on a ticket, you may need to get other agents involved if you want them to follow up with a case and reach out to the customer. The @Mentions feature in CloudCX allows you to collaborate with other agents more efficiently and keep them in the loop by using a simple @ symbol in your ticket Note field.

@Agents

  1. Go to your system CloudCX installation domain, and log in with the agent account.

  2. Go to Inbox, and click on the ticket you want to add a note.

  3. Switch to Note field.

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  1. Type @ to bring up the list of agents in your account.

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  1. Select the agent name from the agent list.

  2. Complete your message, then click the Add button.
    A note with @Mentions has been added.

  1. The @mentioned agent can view all the messages in the ticket, and only support to add note to inform the assigned agent.

  2. You can @mention multiple agents in one note.

Get Notified When You Have Been @Mentioned

We have created a default @Mentions Filter to display all the open tickets in which you have been mentioned. You can further customize this filter as per your needs. A new @Mentions Condition has been added for your search with this filter.

When you are @mentioned in a ticket note, an @ icon will be displayed in Filters List and Ticket List. It allows you to get notified and to easily locate the ticket that requires your attention.

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