Mention a teammate in an internal note

Use the mention tool within the internal note editor whenever you need to notify specific colleagues or loop team members into an ongoing support conversation.

To mention a team member on an active issue:

Access the internal editor: Open the ticket and toggle the message composer from customer reply to Internal note.

Select your teammate: Click the Mention button and search for your colleague by typing their name into the user directory.

Save the note: The user's name will insert directly into the text field as @Name. Complete your internal comment and click save.

When you submit the note, every mentioned team member receives an immediate alert inside their workspace notification bell menu. Additionally, if they have opted into email updates within their personal account settings, they will also receive a copy delivered straight to their inbox.

Internal mentions are built strictly for internal collaboration: because mentions only function within internal notes, they remain entirely invisible to your website visitors and customers. To streamline team collaboration without overloading your workspace, you can mention and notify up to ten colleagues within a single internal note.