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User mentions

You can mention other users directly in rich text editor by typing @ followed by the user’s name. Mentions make it easy to involve the right people and ensure they are notified about important ticket activities.

How to mention a user​

  1. In a text field that supports rich text editing, type @.
  2. Start typing the user’s name.
  3. Select the user from the list.

The mention is inserted as a highlighted, clickable element in the text.

What happens when you mention a user​

When you mention a user and submit the form:

  • The mentioned user receives a notification (by email or Microsoft Teams, according to their settings).

  • The notification clearly states that they were mentioned and who mentioned them.

  • The notification contains the full message text in which the mention was used (only the email notification).

Mentions are intended for notifying specific users without having to add them manually as recipients, followers, or participants.

Where mentions are available​

You can mention users in text fields used for ticket communication and actions, for example:

  • Ticket description (new ticket)
  • Sending a message or reply
  • Resolving a ticket
  • Adding a note
  • Changing the due date
  • Moving a ticket to another service
  • Assigning a ticket to a solver

All mentioned users are notified about the action in which they were mentioned.

Notes and limitations​

  • Mentioning a user does not automatically change their role in the ticket (for example, requester or follower).

  • A user can receive a mention notification even if they do not normally have access to the ticket.

  • Mentions work similarly to @mentions in Microsoft Outlook and Microsoft Teams.