Guides & TutorialsSupport Tools Support Tickets@Tagging a member of staff in a note

@Tagging a member of staff in a note

In version 7.5 and above, members of staff can be mentioned when writing an internal note on a client's account and in support tickets. Usage will be familiar to users of Twitter and Facebook.

When a member of staff is mentioned in a note a notification email is sent to them containing a link to the ticket and the contents of the note.

Using Staff Mentions in Ticket Notes

1. Navigate to the support ticket view via Support > Support Tickets

2. Click the Add Note tab

3. At the point you wish to mention the member of staff in the message, type an @ symbol

4. A list of staff names will now appear by your caret. Continue typing to narrow down the search

5. Use your arrow keys and enter button or mouse to select the staff member you wish to mention

6. The tag will be inserted automatically, and will end with a # symbol.

7. When your note is complete, click the Add Note button. The note will be saved in the ticket, and a notification email sent to the mentioned staff member.

Using Staff Mentions in Ticket Notes

1. Navigate to a client's profile via Clients > View/Search Clients, or using the Intelligent Search

2. Click the Notes tab

3. At the point you wish to mention the member of staff in the message, type an @ symbol

4. A list of staff names will now appear by your caret. Continue typing to narrow down the search

5. Use your arrow keys and enter button or mouse to select the staff member you wish to mention

6. The tag will be inserted automatically, and will end with a # symbol.

7. When your note is complete, click the Add Note button. The note will be saved in the client's profile, and a notification email sent to the mentioned staff member.

 

Staff mentions are exclusively available in these two locations.