Tag users with @ in ticket communication

Sound familiar? You add an important note to a ticket, but the right person never sees it — so they follow up on Slack, send a separate email, and the ticket just sits there waiting. We've added @mention support directly inside ticket communication so you can loop in exactly the right person without ever leaving ALVAO.

What is it?

Built for Service Desk agents and anyone involved in ticket workflows, @mentions let you tag colleagues directly in messages, ticket descriptions, and resolution notes. Just start typing "@" followed by a name — ALVAO suggests people from your user database, and tagged users instantly receive a notification with the full formatted context of your message, so they know exactly why they've been mentioned and what action is expected.

Where does it help?

1. Pulling in a specialist mid-incident

You're resolving a P1 network outage and need input from the network team. Tag @Martin directly in the Resolve form — he gets a notification with your full message and can jump in immediately, no separate Slack ping or email thread required. The conversation stays in the ticket where it belongs.

2. Keeping your manager in the loop

A request is escalating and your manager needs visibility. Instead of forwarding an email chain, tag @Jana directly in a ticket message update — she receives the full context in a single notification and knows exactly what's happening without having to dig through the ticket

3. Flagging the right owner at ticket creation

A new ticket arrives that clearly involves a specific person or team. Tag them in the Description field right when creating the ticket — they're notified immediately, know they've been explicitly mentioned, and nothing slips through the cracks before anyone even picks it up.

Available now

@mentions in ticket communication are available now in ALVAO Service Desk on the Start plan and above. Try it out on your next ticket and let us know how it fits into your workflow — we'd love to hear your feedback.