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

Reply to Thread

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. www.smartertools.com

Jay Borromei Replied

12/12/2018 at 10:11 AM

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-

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. www.smartertools.com