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Mentions are a quick and easy way to communicate internally within tickets by tagging colleagues. They allow you to draw attention to specific messages or updates and ensure the right person sees the note. Mentions appear in the Inbox and in a dedicated Mentions tab, with support for threaded replies to keep conversations organized.

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When to use this feature

Use Mentions whenever you need to notify a colleague about a ticket, ask a question, request action, or provide an update that requires their attention. Think of it as a way to quickly loop someone into a conversation without sending separate messages outside the system.
Mentions are perfect for internal collaboration but are not visible to the customer.
Once a mention has been handled, you can mark the thread as solved to clear it from your queue. See Solving and reopening threads.

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Instructions

1

Navigate to the ticket

Navigate to the ticket in the Inbox where you want to mention someone.
You can only add notes to tickets that you’ve already taken over.
2

Switch to the notes composer

If you’ve already taken over the ticket, the composer should already be open. Switch to the notes composer by clicking on the dropdown next to the send button, and click on Notes from the dropdown.
The composer will turn yellow to indicate that you’re in the notes composer.
Mentions input field
3

Add a mention

Type @ and start typing the name of the person you want to tag. Select the correct user from the list that appears. Selecting a user
4

Write your message

Write your message after tagging the person. Once sent, the mention becomes visible in the ticket, as well as in the Mentions tab.
5

Replying & threading

You and the mentioned user can reply directly to the mention, creating a threaded conversation that keeps context clear and organized. Threaded reply

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Solving and reopening threads

Once a mention thread has served its purpose, you can mark it as solved to clear it from your queue and signal to your teammates that no further action is needed.
1

Solve the thread

On the mention thread, click the Solve button next to the reply composer. The thread collapses and shows a receipt indicating who solved it, for example Thread solved by you or Thread solved by the colleague’s name.
2

Reopen if needed

If the thread needs more attention, click Reopen on the solved thread to reactivate it. This returns it to the Inbox and reopens the reply composer.
Solving a thread removes it from the Inbox and no longer counts it toward the mentions badge. The thread still appears in the Mentions tab, where it is shown collapsed as solved until you reopen it.

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See also