> ## Documentation Index
> Fetch the complete documentation index at: https://docs.typewise.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Mentions

> Mention users in notes on tickets

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](https://platform.typewise.app/mentions)
tab, with support for threaded replies to keep conversations organized.

***

## 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.

<Tip>
  Mentions are perfect for internal collaboration but are not visible to the
  customer.
</Tip>

Once a mention has been handled, you can mark the thread as solved to clear it
from your queue. See [Solving and reopening threads](#solving-and-reopening-threads).

***

## Instructions

<Steps>
  <Step title="Navigate to the ticket">
    Navigate to the ticket in the Inbox where you want to mention someone.

    <Warning>
      You can only add notes to tickets that you've already taken over.
    </Warning>
  </Step>

  <Step title="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.

    <Tip>
      The composer will turn yellow to indicate that you're in the notes
      composer.
    </Tip>

    <img
      src="https://mintcdn.com/typewise/uDPBJiCDyufffQFy/images/documentation/tickets/mentions/mentions-note-input-empty.webp?fit=max&auto=format&n=uDPBJiCDyufffQFy&q=85&s=cf0118cc993ebde47951007ad39ae38f"
      alt="Mentions input
field"
      width="1102"
      height="304"
      data-path="images/documentation/tickets/mentions/mentions-note-input-empty.webp"
    />
  </Step>

  <Step title="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. <img src="https://mintcdn.com/typewise/uDPBJiCDyufffQFy/images/documentation/tickets/mentions/mention-user-select.webp?fit=max&auto=format&n=uDPBJiCDyufffQFy&q=85&s=1b1c8a9adf0c14742b64c772f07f6e08" alt="Selecting a
    user" width="1772" height="1246" data-path="images/documentation/tickets/mentions/mention-user-select.webp" />
  </Step>

  <Step title="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.
  </Step>

  <Step title="Replying & threading">
    You and the mentioned user can reply directly to the mention, creating a
    threaded conversation that keeps context clear and organized. <img src="https://mintcdn.com/typewise/uDPBJiCDyufffQFy/images/documentation/tickets/mentions/inbox-timeline-mention.webp?fit=max&auto=format&n=uDPBJiCDyufffQFy&q=85&s=3e6c3543e2c81a9e0fdf74c721b8d33a" alt="Threaded
    reply" width="1290" height="1244" data-path="images/documentation/tickets/mentions/inbox-timeline-mention.webp" />
  </Step>
</Steps>

***

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  Solving a thread removes it from the **Inbox** and no longer counts it toward
  the mentions badge. The thread still appears in the
  [Mentions](https://platform.typewise.app/mentions) tab, where it is shown
  collapsed as solved until you reopen it.
</Note>

## See also

* [Inbox](/documentation/tickets/inbox): Understanding the Inbox and its
  sections
* [Composer](/documentation/tickets/conversation-view/composer): Compose
  responses and notes
* [Team Management](/documentation/settings/team-management): Organize users
  into teams