Mention a teammate in an internal note

Use the Mention button above the internal-note editor to pull a colleague into a ticket.

1. Open the ticket and switch the composer to Internal note.
2. Click Mention and search for the teammate by name.
3. The name is inserted as @Name — finish the note and save it.

Everyone you mention gets a notification in the bell menu, and an e-mail as well if they enabled e-mail delivery in their notification preferences. Mentions only work on internal notes, so the customer never sees them. A single note can notify up to ten teammates.