You may want to mention your teammates in certain tickets and also add internal notes for reference or help people out.

This help file will walk you through all the different ways you can mention users or add internal notes to tickets in eDesk.

Before you start

  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.

Note: Don’t forget to bookmark this page, so you can easily come back to it at any time.

01 Use internal notes to collaborate with your teammates

The internal notes feature is a great way to leave handy notes on customer messages either for your own reference or to help out your teammates.

To add a note just click on the Note tab in the reply box. 

02 @Mentioning your teammates in an internal note

You can also @mention a teammate in a note in order to get their help to resolve an issue quickly. As soon as you type the @ within a note you will get a menu of your teammates to choose from. Just select the teammate whose help you need and they’ll be notified.

  • Where to find the tickets that you’re mentioned in?

Tickets that you’re @mentioned on can be found in the Mentioned category of your eDesk mailbox. 

03 How to quickly mention your teammate without a note

There’s a quicker way to get your teammate's attention for cases where a ticket needs their attention but doesn’t require you to write a note to give them any context. 

  1. Click the @mention button on the top right of the ticket.
  2. Select the teammate whose help you need.

The message will automatically go into your teammates' Mentioned category for their attention.

Further Readings


If you would like to find out more about responding faster with snippets, click here.

If you would be interested in learning more about Message Rules with eDesk, click here.