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Add "Mentions" to Comments in a ticket
Idea shared by Jay Borromei - 12/11/2018 at 3:09 PM
Planned
One of the best features of another ticket system I use (Zoho Desk) is that I can mention a fellow agent in a ticket comment to get them to collaborate on a ticket without having to transfer the ticket to those mentioned. By typing in an agent name(s) in the body of a comment, the agent(s) are notified they were mentioned in a ticket comment.

Can you add functionality like this please? 

6 Replies

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1
Eric McCarthy Replied
12/12/2018 at 7:18 AM
Employee Post
Currently we suggest using assistance within the ticket to make another agent aware of the ticket. The path for this would be to click ... -> Assistance -> Instant Message. This will open an IM with the selected agent including a link to the ticket, making it easy for the other agent to view the ticket that you need help on.
Eric McCarthy Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
0
Eric,

Thanks for the tip. I would like to fire a notification on an event like this but I dont see an event that is tied to IM.
Can you advise on that or lead me to some instruction on events against IM?

Thanks-
0
Eric McCarthy Replied
12/13/2018 at 7:19 AM
Employee Post
We do not have events tied in with the IM. We do have the chat icon turn yellow when a agent gets a new IM message. We also have it do a browser notification informing the agent that they received a new IM if they allow browser notifications for your Track site.
Eric McCarthy Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
2
Andrew Barker Replied
3/20/2019 at 4:19 PM
Employee Post
We plan to add a new comment type that will allow you to mention another agent. This comment type will generate an alert for the mentioned agent.
Andrew Barker Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
0
Thats Awesome! When is that planned for release?
0
Eric McCarthy Replied
3/21/2019 at 7:06 AM
Employee Post
Currently we do not have a release date for this feature. It is in our list of items to implement, but not scheduled at this time.
Eric McCarthy Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
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