Use internal notes and @mentions 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. 

Notes in reply box

@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.
 

mentions

Where to find tickets that you’re mentioned on

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

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' Mention category for their attention.