Formatted text input field
In many parts of the application, a formatted text input field is used to enter messages, descriptions, and other text. In addition to writing text, you can also paste images, links, and mentions. To format the text, use the commands in the command panel below the field.
Command panel
- Text formatting commands
- Knowledge base - select a knowledge article and insert it into the message at the cursor position. This command is available only in the New message, New Ticket and Resolve forms.
- Translate - translate the entered text into the preferred language of the ticket requester. In the Start approval and Approve or reject forms, the text is translated into the language of the ticket's service. This command is part of the ALVAO Automatic Content Translation module and is available only to the members of the ticket service team.
Mentions
You can mention other users in ticket communication text fields, such as those in the New ticket, Message, Resolve, Note, Set due date forms, as well as in other command forms. Mentions make it easy to involve the right people and ensure they are notified about important ticket activities. Mentions are available starting with version 26.3.
Simply type @, then start typing the user's name, and then select the user from suggestion box. After you submit the form, each mentioned user receives a notification (by email or Microsoft Teams, according to their settings) that includes a direct link to the relevant ticket log record. Email notification also include the full message text.
Mentions are intended to notify specific users without having to manually add them as message recipients, ticket followers, or participants. A user can receive a mention notification even if they do not normally have access to the ticket. Mentioning a user does not automatically change their role in the ticket (for example, requester or follower).